What feature should be used to set up groups of support agents who work together on product-specific issues?

Using case teams is an effective approach to organizing support agents who collaborate on product-specific issues. This feature allows you to create a group of agents who are assigned to a specific case, facilitating communication and collaboration on resolving that case efficiently. Case teams enhance the ability to share knowledge and expertise among members who may have different skills or insights on the product in question.

When support agents are grouped into case teams, they can work together on complex cases that require input from multiple specialists. This arrangement helps to ensure that the customer receives the most informed responses and solutions, ultimately improving the customer experience.

Other options, though beneficial in particular contexts, do not provide the same level of targeted collaboration. Queues are primarily used for managing cases as they are created, directing incoming cases to the right agents based on availability and skill set, but they do not facilitate group efforts on specific issues. Service Channels enable different methods through which support can be provided, yet they do not inherently group agents. Teams, while possibly useful, do not specifically cater to case-related collaboration in the same way that case teams do, making them less effective for this particular scenario.