A method, system and computer program product for improving collaboration among participants in a collaboration system. In one embodiment of the present invention, a system, referred to herein as the “integration system,” connected to a collaboration system monitors for comments or updates pertaining to a work item involving a customer problem to be resolved by different participants of the collaboration system. These comments or updates for completing the work item are analyzed. After analyzing the comments or updates, strategies are derived for completing the work item based on the analysis of the comments or updates as well as based on stored data of previously resolved work items. The derived strategies are then presented to the appropriate participant(s) to resolve the work item, such as based on the roles of the participant(s) that would most effectively and efficiently perform the strategy.