Question

A support agent who feels that a user needs substantial assistance with the organization of files on their pc should ____.

Answer 1

A support agent who feels that a user needs substantial assistance with the organization of files on their PC should point the user to useful information about file organization. 
Given that the user needs substantial assistance, the support agent cannot just simply explain to them what they need to do. He does, however, need to tell them where they can learn about what they need to know.