What service cloud solution can be used to help agents provide guidance to customers due to the complexity and uniqueness of issues?

Using SOS Video Chat as a service cloud solution is particularly effective for helping agents provide guidance to customers facing complex or unique issues. This solution allows agents to see exactly what the customer is experiencing in real-time through video streaming. This visual connection enables the agent to offer personalized, step-by-step guidance tailored to the customer’s specific situation.

Additionally, the interactive nature of video chat fosters more effective communication, allowing agents to clarify details and address concerns more thoroughly than would be possible through text-only interactions. When dealing with complex issues, the ability to visualize the problem directly enables faster resolution and a more satisfying customer experience.

While the other options can support customer service in various ways—such as providing quick text responses through Live Agent Chat, offering information through a Knowledge Base, or managing queries via Email Support—they lack the immediate, visual context that SOS Video Chat brings. This visual interaction is particularly beneficial for intricate problems that can be challenging to address purely through written communication.