Which Salesforce tool enhances collaboration among support agents while resolving cases?

The tool that enhances collaboration among support agents while resolving cases is Chatter. This social collaboration platform built within Salesforce allows users to communicate in real-time, share information, and collaborate on tasks related to specific cases. Support agents can post updates, ask questions, and provide assistance directly within the context of a case, thus improving response times and fostering teamwork.

Chatter enables agents to follow cases and engage in discussions, ensuring that critical insights and updates are shared seamlessly across the team. This interaction can lead to faster resolutions, as agents can leverage collective knowledge and expertise when tackling complex issues.

In contrast, the other tools mentioned—Reports and Dashboards—focus more on data visualization and analysis, helping teams track performance metrics and monitor case trends rather than facilitating direct collaboration. Salesforce Canvas offers a way to integrate external applications into Salesforce but does not specifically enhance agent collaboration within the context of case management.