In this Salesforce tutorial, we will learn about Salesforce Case teams Salesforce. The feature of creating case teams is available in Salesforce Lightning and Salesforce Classic. The Case teams help groups of people work together to solve a case.
We will discuss the Case teams in Salesforce through the following points
- What is the Salesforce Case team?
- Salesforce Case Teams vs Salesforce Queues
- Create Salesforce Case Team Roles
- Salesforce Predefine Case Teams
What is a Salesforce Case team?
A case team is a group of users within the organization who work together to solve Cases. Examples of case teams include support agents, support managers, and product managers. If a case is assigned to a case team, all team members will work on it.
Salesforce Case Teams vs Salesforce Queues
In Salesforce, a Case team is a group of individuals working on a case. If the case is on the case team, that means the case team already has resources assigned to resolve the issue.
If a case is in the queue, it will remain unattended unless someone accepts it. Case assignment might be different according to the support structure of the organizations.
In sharing settings, a queue is not needed if the Case object is defined as Public Read/Write/Transfer.
Create Salesforce Case Team Roles
To create the Case teams, we first need to create the Case team roles to determine team members’ level of access to cases.
Follow the below steps to create the Case Team Roles.
1. Navigate to Salesforce’s Setup page in the Quick Find box search and select Case team roles.
2. Click on the New button.
3. Enter the Member Role Name for the Case team member.
4. In the Case Access, select the access for the case team members.
- Read and Write – Members can view and edit cases and add related records, notes, and attachments.
- Read Only – Members can view cases and add related records to them.
- Private – Members can’t access cases.
5. To make the members in the role visible to customer portal users viewing cases, select the checkbox Visible in Customer Portal.
6. At last, click on the Save button.
As we click Save, the case team member role will be created.
This way, we can create the Salesforce Case team roles by following the above steps.
Salesforce Predefine Case Teams
In Salesforce predefined case teams are defined as a process to allocate a group of users to a case as a team. These teams are helpful where certain types of cases need specified knowledge and it makes sense to allocate it to a group of users to handle them.
After defining the case team roles, we can predefine case teams so that support agents can quickly add people they frequently work with to cases.
To create a Predefined case team, follow the below steps.
1. On Salesforce’s Setup page, go to the Quick Find box, search, and select Predefine Case Teams.
2. Click on the New button.
3. Enter the Team Name, then in the section Team Members, select the User, Contact, or Customer Portal User. Contacts can access cases only when they’re enabled as customer portal users and assigned to case page layouts.
In the Member Role, select the Case Team Member role that we have created in the above steps.
At last, click on the Save button.
As we click on the Save button, the Predefined case team will be created.
This way, we can create a Predefined case team in Salesforce by following the above steps.
Conclusion
Here, we have learned about Salesforce case teams, where we create Case team roles and then set up a predefined case team in Salesforce. We also learned about the difference between Case teams and Queues.
Here, we discussed the process of creating case team roles and Case teams in Salesforce Lightning. The same steps must be followed to set up case teams in Salesforce Classic.
By following the above steps, you will be able to create Case Roles and Case teams in your Salesforce instance and enhance Case management in your org.
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