What key feature should a support team use to track responses from users involved in cases?

The feature that is most suitable for tracking responses from users involved in cases is case teams. Case teams allow organizations to collaborate on specific customer cases by including various users who can contribute to resolving the case. This feature lets team members share responsibilities and track progress more effectively, as it combines efforts from different individuals who may have specific expertise necessary for addressing the case at hand.

When a case team is established, it facilitates communication and coordination among team members, ensuring that all voices are heard and contributions are noted. Each member of the case team can update their status, add notes, and provide input directly within the context of the case, which helps in maintaining visibility into the progress and any user responses associated with that case.

The other options serve different purposes within the Salesforce ecosystem. Account teams pertain to collaborating on customer accounts rather than individual cases, while custom objects are more general tools that can be tailored for various purposes, but do not inherently provide case-specific tracking for user responses. Roles define user permissions and access levels but do not facilitate direct tracking of case interactions or responses. This is why focusing on case teams is the most appropriate choice for tracking responses from users involved in cases.