How to Set up Predefined Case Teams in Salesforce

In this Salesforce tutorial, we will learn how to set up a predefined case team in Salesforce. Also, we will understand the steps of setting up a predefined case team in Salesforce Lightning and the steps of setting up a predefined case team in Salesforce Classic.

Here these predefined case teams can be created in advance with a set of users who are allocated to work together on a particular type of case. The case team, administrator can navigate to the case team object and create new records.

While working with an organization that uses Salesforce, I got a task where I needed to set up a predefined case team in Salesforce. To fulfill this requirement I use the predefined case team object that is present under the Feature settings under the Service and case teams.

So after looking at the multiple solutions, I found a solution that helped me to set up a predefined case team in Salesforce. If you want to learn how to set up a predefined case team 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:

• Predefined case teams in Salesforce
• How to set up predefined case teams in Salesforce Lightning
• How to set up predefined case teams in Salesforce Classic

Predefined case teams in Salesforce

In Salesforce predefined case teams are defined as a process to allocate a group of users to a case as a team. Here these teams can be created in advance with a set of users who are allocated to work together on a particular type of case.

Predefined cases teams are helpful in states where certain types of cases need specified knowledge and it also makes sense to allocate a group of users to handle them. For example, there is a USA-based company may be built a predefined case team for technical support cases that contain a user who is an expert in troubleshooting and resolving technical issues.

To build a case team an administrator can navigate to the case team case team object and create the new records. This record should involve the name of the team, the member of the team, and the default case team role that should be allocated to the team member.

Once our case is created It can be automatically allocated cases to the team and make sure that the suitable team members are informed of the new cases and updates.

In this way, we have learned about setting up a predefined case team in Salesforce. Now, let’s move further and see how to set up a predefined case team in Salesforce. We will explore both the salesforce experiences: Salesforce Lightning and Salesforce Classic.

How to set up predefined case teams in Salesforce Lightning

Here we are setting up a predefined case team in Salesforce Lightning. If you want to learn how to set up a predefined case team 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 predefined case team in the Quick Find Box and the predefined case team object comes at the top. Click on the predefined case team. And these predefined case teams are present under Case Teams.

Step-3: After clicking on the case team role, the predefined case team page is open. On this page, there is a new button that is present at the center of the predefined case team. Click on the new button.

Step-4: After clicking on the new button, the new predefined case team page is open. Here firstly we can edit the predefined case team and fill in the team name as Abbott and Sons case team.

After that fill in the description if you want to fill otherwise leave it empty then add the team members to the team. First, select the users and then click on the lookup icon for searching the user.

Step-5: After clicking on the lookup icon, the lookup page is open. You can serach the user from the serach box by simply typing the name of the user and clicking on the GO button. We can also select the user Recently Viewed user. Here we are selecting the integration user.

Step-6: After selecting the user, select the member role. For the integration user, we select the USA Product expert as a member role, and for DR. Velda Hegmann, we select the USA Product executive as a member role and then click on the save button.

Step-7: After clicking on the save button, the Abbott and Sons case team predefined case teams are created.

In this way, we understand how to set up a predefined case team in Salesforce Lightning. Let’s Proceed further and learn how to set up a predefined case team in Salesforce Classic.

How to set up predefined case teams in Salesforce Classic

Here we are setting up a predefined case team in Salesforce Classic. If you want to learn how to set up a predefined case team 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 option, the setup page is open. Enter a predefined case team in the Quick Find Box and the case merge object comes at the top. Click on the predefined case team. And these escalation rules are present under Case Teams.

3: After clicking on the case team role, the predefined case team page is open. On this page, there is a new button that is present at the center of the predefined case team. Click on the new button.

4: After clicking on the new button, the new predefined case team page is open. Here firstly we can edit the predefined case team and fill in the team name as Ferry PLC case team.

After that fill in the description if you want to fill otherwise leave it empty then add the team members to the team. First, select the users and then click on the lookup icon for searching the user.

5: After clicking on the lookup icon, the lookup page is open. You can serach the user from the serach box by simply typing the name of the user and clicking on the GO button. We can also select the user Recently Viewed user. Here we are selecting Mr. Mayron Jacobson IV.

6: After selecting the user, select the member role. For Mr. Mayron Jacobson IV, we select USA Product executive as a member role and then click on the save button.

7: After clicking on the save button, the Ferry PLC case team predefined case teams are created.

So, with this, we have learned how to set up the predefined case teams in Salesforce Classic.

Conclusion:

Here we have learned about setting up a predefined case team in Salesforce. We have also discussed how to set up a predefined case team in Salesforce.

In this, we conclude, Predefined case teams are helpful in states where certain types of cases need to be specified knowledge and it also makes sense to allocate a group of users to handle them. It is also defined as a process to allocate a group of users to a case as a team.

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 a predefined case team in Salesforce.

In addition to this, the following are the topics that we have discussed in this blog:

• Predefined case teams in Salesforce
• How to set up predefined case teams in Salesforce Lightning
• How to set up predefined case teams in Salesforce Classic

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