Which features would provide access to subject-matter experts and real-time IT support?

Communities serve as collaborative platforms within Salesforce that connect both customers and employees. They are designed specifically for fostering communication and collaboration, allowing users to engage with subject-matter experts and access real-time IT support. Through Communities, organizations can create spaces where users can ask questions, share solutions, and provide insights, effectively tapping into the knowledge of experts in real-time.

Communities not only facilitate discussions but also enable knowledge sharing and access to resources that can enhance support operations. Members can post questions and receive answers from experts, or share best practices and troubleshooting tips.

While other options like Salesforce Chat may provide immediate communication, it primarily functions for live interactions rather than structured collaboration and community-driven knowledge sharing. Mass email is predominantly used for one-way communication and lacks real-time interactivity, and public groups can facilitate discussions but do not offer the same level of organized collaboration and access to experts as Communities do. Thus, Communities are best suited for connecting individuals seeking expertise and support in a shared environment.