How to bypass the following url has outdated instructions with full of old gui. https://trailhead.salesforce.com/content/learn/modules/use-employee-agents-to-get-work-done/help-a-guest-out-of-a-soggy-situation ?

Thank you all for your comments and suggestions. I solved my issue. It seemed to be an intermittent issue, but I solved the issue by creating a new account. Somehow, the accounts and orgs got tangled. Instead of figuring which account was set to which org, I started from the scratch and that worked for my case.  

Best Regards.