Which Salesforce feature enables cross-team collaboration on a case?

• A. Case Teams
• B. Data Categories
• C. Quick Text
• D. Publisher Actions

Answer: (A)

Case Teams enable cross-team collaboration on a case. It lets you add multiple users from different groups or departments to work on the same case and assign each person a specific access level, so everyone can contribute without giving blanket access to the entire system. This makes it easy for support agents, supervisors, and account managers to share ownership, update statuses, and add notes as work progresses. You can also predefine default Case Teams for new cases to streamline collaboration. The other options focus on knowledge article categorization (Data Categories), ready-made responses (Quick Text), or quick actions (Publisher Actions), none of which enable cross-team case collaboration.