Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

Salesforce Knowledge requires the least agent involvement to resolve a customer issue because it allows customers to access a wealth of information independently. By utilizing a self-service portal or knowledge base, customers can search for answers to their questions or solutions to their problems without needing to interact with an agent. This tool empowers users to find relevant articles and resources that address their inquiries, reducing the direct need for assistance from an agent.

This self-service capability not only enhances customer satisfaction by providing immediate access to solutions but also decreases the workload on agents, who can focus on more complex or urgent cases. The effectiveness of Salesforce Knowledge in facilitating resolution without agent intervention makes it ideal for various customer support scenarios, where quick answers can be beneficial.

In contrast, tools like Salesforce for Twitter, Live Agent, and Open CTI typically involve more direct interaction with agents, as they are designed for real-time communication or direct assistance.