Case Teams - Chirag-ahir/SFC-Preparation GitHub Wiki

Case teams are dedicated set of members who collaborate on case. Each team member can have role assigned and you can pre-define case teams as well (under set up || Case teams || Pre-defined case teams).

Cases can get raised under different categories and each category may need a set of people to collaborate the cases that get assigned. Those set of people are called Case Teams.

To setup Case teams:-

STEP1: Go to Setup -> search for Case Team Roles -> Create new role and give case access to that role

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STEP2: Search for Predefined Case Teams and create a new team -> Add your team members into case team

You can add below team member while defining new case teams:

  • User
  • Contact
  • Customer Portal User
  • Partner User

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You can choose User, Contact, Customer Portal User and Partner User any one of this in dropdown option.

STEP3: Now you can use case teams under related list of Cases where you can add case team into case. If Case Teams is not available under related lists add it from Page Layout.

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Bonus Point:- You can also create a Case Assignment Rule to add predefined case teams to new cases.

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