Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

UniversalContainers' agents often need to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement?

Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL)to align with industry best practices?

Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?