UniversalContainers (UC) needs to support its customers via email, phone, and chat. Service agents are only scheduled to support one communication…

Experience Cloud2. This way, you can create a service-focused community for your customers using Experience Cloud Sites. You can also customize the look and feel of your community and integrate it with other Salesforce products and features. Omni-Channel with defined presence, routing configurations, and Service Channels3. This way, you can manage your service agents’ availability and workload across different communication channels such as email, phone, and chat. You can also use service channels to define which objects and records are routed to your agents using Omni-Channel. Customer Community with Live Agent23. This way, you can enable chat support for your customers in the community using Live Agent. You can also configure chat buttons, invitations, pre-chat forms, and other settings for Live Agent.