What features allow customers to ask questions that can escalate to cases?

The feature that allows customers to ask questions that can escalate to cases is the combination of "Question to Case" and "Chatter Questions." This functionality is particularly effective in a Service Cloud environment because it can automatically convert customer inquiries into cases that require further attention from support staff.

"Question to Case" is a tool that takes questions posed by customers—whether through a service portal or directly within a community—and creates a case based on those questions. This automation ensures that customer queries are tracked and addressed systematically, improving responsiveness and service efficiency.

Chatter Questions enhance this experience by fostering a collaborative environment where customers can ask questions and receive answers from both peers and support agents. If a question remains unresolved or requires deeper investigation, it can be escalated into a case seamlessly, ensuring that the customer receives thorough support.

In contrast, other options such as live chat integrations, community forums, and email ticketing systems do provide avenues for customer inquiries but do not directly tie questions to case management in the same way that "Question to Case" and Chatter Questions do. These options might support alternative forms of communication and ticket generation, but they lack the specific functionality that enables automatic escalation of questions into cases.