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How to route the call to appropriate account/service request?

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How to route the call to appropriate account/service request in Live experience?

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If the End user has an account in b2b and has raised SR and then make a call to associate in live experience so the associate can see the end user SR and account detail along with other detail present and can view his SR before accepting the call and after the issue get resolved, then he can close the SR? Is the above case possible if yes then how can it be done

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