What advantage does having case teams offer to support agents?

Having case teams provides an advantage to support agents primarily through specialization in resolving specific issues. When agents are organized into teams that are focused on particular areas of expertise or types of cases, they can develop deeper knowledge and skills related to those issues. This specialization enables them to handle cases more efficiently and effectively, resulting in faster resolutions and better customer satisfaction.

For example, a case team focused on technical support may have members who are well-versed in product functionality, troubleshooting, and common issues, allowing them to address customer concerns with confidence and expertise. This not only enhances the quality of support provided but also helps agents feel more competent and fulfilled in their roles, as they can leverage their specialized knowledge to provide solutions.

The other options do not align as closely with the primary advantage of case teams. Limiting access to cases focuses on security rather than the effectiveness of support. Increased competition among agents could lead to a less collaborative environment instead of maximizing the benefits of teamwork and specialization. Reduced workload for individual agents might occur, but it is not the main benefit of having case teams; the emphasis here is on how specialization improves the case resolution process.