Field Service Lightning is a solution that enables managers to coordinate service engineers across multiple territories. It provides features such as scheduling, dispatching, routing, inventory management, and work order management. Verified References: : https://help.salesforce.com/s/articleView?id=sf.
field_service_basics.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.field_service_overview.
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Using an auto-launched flow to capture details is the recommended method to consistently capture new caller details. An auto-launched flow is a type of flow that runs in the background without user interaction. An auto- launched flow can be triggered by various actions, such as creating a record, updating a field, clicking a button, or invoking a process. An auto-launched flow can perform various tasks, such as collecting inputs, updating records, creating records, or calling external services. Using an auto-launched flow to capture details can help ensure that support agents enter the necessary information for new callers, such as their name, email address, phone number, or reason for call. Verified References: Service Cloud Consultant Certification Guide
& Tips, Create an Auto-Launched Flow

Adding more support phone lines is a solution that can address the problem of the support team being unable to provide same-day customer assistance due to high demand. Adding more support phone lines can increase the capacity and availability of the support team to handle incoming calls from customers. This can reduce the wait time and improve customer satisfaction. Verified References: : https://help.salesforce.com/s/articleView?
id=sf.service_phone_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
service_phone_setup.htm&type=5

Embedded Chat Service is a feature that can meet the requirement of allowing customers to interact real time with support agents from their computers and mobile devices. Embedded Chat Service allows administrators to embed a chat widget on any web page or mobile app that customers can use to start a live chat session with an agent. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, file transfer, and chat transfer. Verified References: : https://help.salesforce.com/s/articleView?id=sf.
snapins_chat_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.snapins_chat_setup.
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Adding knowledge component to case record page is a solution that can enable Universal Containers to display a list of relevant knowledge articles on case record page. Knowledge component is a Lightning component that allows agents to search, view, and attach articles to cases from the case record page.
Knowledge component also shows suggested articles based on the case information and the agent's profile.
Verified References: : https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_component.
htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_component_suggested.
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