What feature enables a support agent to send questions to the right group of subject matter experts?

Chatter Groups serve as a collaborative tool in Salesforce that allows support agents to effectively communicate with specific teams or subject matter experts. By utilizing Chatter Groups, agents can post questions, share updates, and seek assistance from colleagues who have the necessary expertise in particular areas, ensuring that inquiries are directed to the right people.

This feature enhances communication efficiency by centralizing discussions around specific topics or cases within the group. Additionally, it fosters a collaborative environment where agents can leverage the collective knowledge of their peers. Agents can quickly tag or mention group members, facilitating prompt responses and resolutions to customer issues.

Other options present different functionalities that do not specifically support the direct inquiry process to experts. Mass Email is primarily for broadcasting messages to large groups rather than targeted communication. Public Groups offer a way to organize users for larger workflows but lack the interactive discussion capability of Chatter. Escalation Rules are mechanisms for automatically escalating cases based on predefined criteria, but they do not enable the real-time dialogue with experts that Chatter Groups facilitate.