Which solution allows agents to collaborate with other teams and alerts the product development team on high-priority cases?

The correct solution is built on the functionality of case teams paired with workflow rules to facilitate agent collaboration and ensure effective communication with the product development team regarding high-priority cases.

Workflow rules can be set up to automate notifications based on specific criteria, such as the priority level of a case. When a high-priority case is identified, these rules can trigger alerts to both agents and the appropriate teams, ensuring that everyone involved is informed quickly and can act accordingly.

Case teams allow for a defined group of users to be assembled around a case, enabling seamless collaboration among various roles within the organization. This fosters an environment where agents can work closely with other departments, such as product development, enhancing the agility of response to critical cases.

While escalation rules are useful for prioritizing cases and directing them to the right stakeholders, they don’t directly provide the same level of collaborative functionality as workflow rules in terms of automatic notifications or integration with teams. Furthermore, using account teams does not specifically tie to case monitoring like case teams do, making it less relevant for high-priority case management and collaboration.

Thus, using workflow rules combined with case teams effectively aligns the operational needs of agents with those of other departments, ensuring high-priority issues are addressed promptly.