Customized case hovers are the recommended feature to improve the user experience, because they allow service agents to see the most recent feed activity on the related case without having to manually open the record. Customized case hovers are pop-up windows that display information about a case when an agent hovers over a case number or name in the Service Console. The information can be customized to include fields, related lists, or feed items from the case record. Verified References: : Customize Case Hovers

Field Service Lightning is a product that enables you to manage your mobile workforce, optimize schedules, track inventory, and resolve issues in the field. Field engineers can use the Field Service Lightning mobile app to access current inventory levels of products the customer has purchased while at customer sites. They can also view their assigned work orders, get directions, update statuses, and capture signatures. Verified References: Field Service Lightning Overview

Customizing the Pre-chat form is the recommended approach to ensure that Live Agent chat requests contain enough information for reps to effectively respond. A Pre-chat form is a form that customers fill out before starting a chat session with an agent. The form can collect information such as the customer's name, email address, phone number, reason for chat, or any other custom fields. The information from the Pre-chat form can be used to create or update records in Salesforce, such as contacts, cases, or leads. The information can also be displayed to the agent in the Service Console, so they can have more context about the customer and their issue. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Pre-Chat Forms

Customer Community Plus is a type of Community license that should be used to meet the requirements of allowing customers to submit cases and see a dashboard of case resolution history. Customer Community Plus licenses are used for external users who access Experience Cloud sites and need to access standard CRM functionality, such as creating and managing cases, viewing reports and dashboards, or collaborating with other users. Customer Community Plus licenses are based on the number of named users and are suitable for frequent or high-value customers who need full access to Service Cloud features. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud User Licenses

These are two features that a consultant should recommend to help reduce the call wait time and improve customer service. Chat is a feature that allows customers to interact with agents in real time through a web- based chat window. Chat can help reduce the call volume and provide faster and more personalized service.
Case Auto-Response is a feature that allows administrators to set up automatic email responses to customers who submit cases via email or web. Case Auto-Response can help acknowledge the receipt of the case, provide a case number, and set expectations for the resolution time. Verified References: : https://help.
salesforce.com/s/articleView?id=sf.live_agent_overview.htm&type=5 : https://help.salesforce.com/s
/articleView?id=sf.case_email_autoresponse.htm&type=5