Here in this Salesforce tutorial, we will learn how to set up case team roles in Salesforce. Also, we will understand the steps of setting up case team roles in Salesforce Lightning and the steps of setting up case team roles in Salesforce Classic.
A team is defined as a group of people that work together and solve cases. In the team, there are lots of members who can manage the cases like case owner, case manager, case assignee, case collaborator, case reviewer, case creator, etc.
While working with an organization that uses Salesforce, I got a task where I needed to set up case team roles in Salesforce. To fulfill this requirement I use the case team roles object that is present under the Feature settings under the Service.
So after looking at the multiple solutions, I found a solution that helped me to set up a case eteam roles in Salesforce. If you want to learn how to set up case team roles in Salesforce Lightning as well as Salesforce Classic, you have come to the right place.
The following are the topics that we will cover in this salesforce tutorial:
- Set up case team roles in Salesforce
- How to set up case team roles in Salesforce Lightning
- How to set up case team roles in Salesforce Classic
Set up case team roles in Salesforce
In Salesforce a team is defined as a group of people that work together and solve the cases. The group of people is responsible for controlling the customer support request or cases. every member of the team plays an important role in the process of resolving customer issues.
In the team, there are lots of members who can manage the cases like case owner, case manager, case assignee, case collaborator, case reviewer, case creator, etc.
In the case team, the case owner can responsible for controlling the case and it makes also sure that the customer issue can be resolved or not and it is also responsible for updating the case status, communicating with the customer, and it also makes sure that the case is resolved in a timely manner.
In the case team, the case manager can be responsible for managing the cases that need additional attention.
In the case team, the case assignee is the person who can assign to work on a particular case and resolve the issue and it is also responsible for collecting the information about the issue.
In the case team, a case collaborator is a member who can give additional information to resolve a case. This person has particular expertise in this for resolving the issue.
The next team member in the case team is a case creator who can create the case and enter all the important information related to the customer issue. This case creator person make ensures that the case that can be entered by the person is entered accurately or completely.
In this way, we have learned about setting up case team roles in Salesforce. Now, let’s move further and see how to set up case team roles in Salesforce. We will explore both the salesforce experiences: Salesforce Lightning and Salesforce Classic.
How to set up case team roles in Salesforce Lightning
Here we are setting up case team roles in Salesforce Lightning. If you want to learn how to set up case team roles in salesforce lightning follow these steps:
Step-1: Login into your Salesforce lightning account, Go to the gear icon. Under the gear icon, there are two options present first one is Setup and another one is Service Setup. Here we are clicking on the Setup option.
Step-2: After clicking on the setup option, the setup page is open. Enter a case team role in the Quick Find Box and the case merge object comes at the top. Click on the case team role. And these escalation rules are present under Case Teams.
Step-3: After clicking on the case team role, the case team role page is open. On this page, there is a new button that is present at the center of the case team roles. Click on the new button.
Step-4: After clicking on the new button, the new case team member’s role page is open. Here firstly we can edit the case team member role and fill the member role name as USA Product expert.
After that set up the member role where we can access the case as Read and Write and then check the visible in the customer portal checkbox after that click on the save button.
Step-5: After clicking on the save button, the case team member role USA Product expert is created and we can edit and clone the team member role.
In this way, we understand how to set up case team roles in Salesforce Lightning. Let’s Proceed further and learn how to set up a case team role in Salesforce Classic.
How to set up case team roles in Salesforce Classic
Here we are setting up a case team role in Salesforce Classic. If you want to learn how to set up case team roles in Salesforce Classic follow these steps:
1: First log in to the Salesforce account, when we log in to the account the Salesforce lightning edition is open. Moving to Salesforce Classic, click on the Profile picture. The Profile picture drop-down list is open. Under this profile picture list, there is an option to switch to Salesforce Classic. Click on it.
After clicking on the switch to Salesforce Classic option, click on the drop-down arrow of the username. The drop-down list is open, under this list Setup option is present below the My Profile option. Click on the Setup.
2: After clicking on the setup, the setup page is open. Enter the case team roles in the Quick Find Box and the case team roles object comes at the top. Click on the case team roles. And these escalation rules are present under Case Teams.
3: After clicking on the case team role, the case team role page is open. On this page, there is a new button that is present at the center of the case team roles. Click on the new button.
4: After clicking on the new button, the new case team member’s role page is open. Here firstly we can edit the case team member’s role and fill the member role name as USA Product executive.
After that set up the member role where we can access the case as Read and Write and then check the visible in the customer portal checkbox after that click on the save button.
5: After clicking on the save button, the case team member role USA Product executive is created and we can edit and clone the team member role.
So, with this, we have learned how to set up case team roles in Salesforce Classic.
Conclusion:
Here we have learned about setting up case team roles in Salesforce. We have also discussed how to set up case team roles in Salesforce.
In this, we conclude, In the case team, the case owner can be responsible for controlling the case and it makes also sure that the customer issue can be resolved or not and the case manager can be responsible for managing the cases that need additional attention.
Moreover, we have learned that both Salesforce Lightning, as well as Salesforce Classic, gives a simple and easy way to determine how to set up case team roles in Salesforce.
In addition to this, the following are the topics that we have discussed in this blog:
- Set up case team roles in Salesforce
- How to set up case team roles in Salesforce Lightning
- How to set up case team roles in Salesforce Classic
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I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us.