Which feature is essential for enabling customer agents to communicate in real-time?

Salesforce Chat is essential for enabling customer agents to communicate in real-time, as it provides a platform for live interactions between agents and customers. This feature allows agents to engage with customers instantly, facilitating quick resolution of queries and improving overall customer satisfaction. Real-time communication is crucial in a service environment, where timely responses can significantly enhance the customer experience and foster a sense of immediate support.

The other options serve different purposes within the Salesforce ecosystem. Communities are more about creating collaborative spaces for customers and partners to communicate, but do not specifically focus on real-time communication formats. Knowledge Articles are designed to provide self-service support and information to customers but do not offer direct interaction capabilities. Service Contracts relate to agreements regarding service levels and entitlements but do not pertain to the real-time communication aspect that Salesforce Chat provides. Thus, Salesforce Chat stands out as the correct choice for real-time communication between agents and customers.