Case Teams in Salesforce are a powerful feature within Service and Support Applications that allow organizations to group multiple users together to collaborate on resolving customer cases efficiently. A Case Team consists of team members who work collectively on a case, each contributing their spe…Case Teams in Salesforce are a powerful feature within Service and Support Applications that allow organizations to group multiple users together to collaborate on resolving customer cases efficiently. A Case Team consists of team members who work collectively on a case, each contributing their specific expertise to ensure timely and effective resolution.
Case Teams can be configured in two ways: predefined teams and ad-hoc teams. Predefined Case Teams are created by administrators and represent standard groupings of users who frequently work together on similar types of cases. These templates can be quickly applied to cases, saving time and ensuring consistency. Ad-hoc Case Teams allow support agents to manually add individual team members to a specific case based on unique requirements.
Each Case Team member is assigned a specific role that defines their responsibilities and access levels. These roles are customizable and can include positions such as Technical Support, Account Manager, Product Specialist, or Escalation Manager. Roles help clarify each members contribution and establish accountability within the team.
To enable Case Teams, administrators must first activate the feature in Setup under Case Team Settings. From there, they can define Case Team Roles, create Predefined Case Teams, and configure page layouts to display the Case Team related list on case records.
Access to case information for team members is controlled through role-based permissions. Administrators can specify whether team members have read-only or read/write access to the case. This ensures proper data security while enabling collaboration.
Case Teams are particularly valuable for complex cases requiring cross-functional expertise, escalated issues needing management involvement, or situations where multiple departments must coordinate their efforts. By leveraging Case Teams effectively, organizations can improve response times, enhance communication among stakeholders, and ultimately deliver superior customer service experiences while maintaining clear visibility into who is working on each case.
Case Teams in Salesforce: Complete Guide for Administrators
What Are Case Teams?
Case Teams are groups of users who work together to resolve a customer case in Salesforce. They allow you to associate multiple people with a single case, each with a specific role and level of access. This collaborative approach ensures that complex issues receive attention from the right experts while maintaining proper visibility and permissions.
Why Case Teams Are Important
Case Teams are essential for several reasons:
• Collaboration: Complex cases often require input from multiple departments or specialists. Case Teams bring together the right people to solve problems efficiently.
• Accountability: Each team member has a defined role, making it clear who is responsible for what aspects of case resolution.
• Access Control: Team members can be granted specific access levels (Read Only, Read/Write, or Private Access) based on their role requirements.
• Visibility: Team members can easily track cases they're involved with, even if they don't own the case.
How Case Teams Work
Setting Up Case Teams:
1. Enable Case Teams: Navigate to Setup → Case Teams → Case Team Settings and enable the feature.
2. Define Case Team Roles: Create roles that reflect your organization's structure (e.g., Technical Expert, Legal Advisor, Manager). Each role includes a name and case access level.
3. Add Case Team Related List: Include the Case Team related list on case page layouts so users can add team members.
Types of Case Teams:
• Ad-hoc Case Teams: Created manually on individual cases. Users add team members as needed for specific cases.
• Predefined Case Teams: Templates that contain a set of team members. Users can add an entire predefined team to a case with one action. These are created in personal settings by individual users or by administrators for specific users.
Access Levels for Team Members:
• Read Only: View the case but cannot edit it • Read/Write: View and edit the case • Private Access: Used in conjunction with organization-wide defaults; allows viewing even when OWD is Private
Key Configuration Considerations
• Case Team roles are separate from standard Salesforce roles • Users must have access to Cases object to be added to a Case Team • Predefined Case Teams are owned by individual users and stored in their personal settings • Maximum of 10 team members per case (including the case owner) • Case Teams can be automated using Apex triggers or Flow
Exam Tips: Answering Questions on Case Teams
Common Exam Scenarios:
1. When to recommend Case Teams: Look for scenarios where multiple users need to collaborate on cases, especially when they need varying access levels or when the same group frequently works together.
2. Predefined vs. Ad-hoc: Choose predefined teams when the same group of people regularly works together. Choose ad-hoc teams when team composition varies case by case.
3. Access Level Questions: Remember that Case Team role access levels work with sharing settings. If a question mentions Private OWD for Cases, Case Teams can extend access to specific records.
4. Setup Location: Case Team Roles are created in Setup by administrators. Predefined Case Teams are created in personal settings by users.
Key Points to Remember:
• Case Teams must be enabled before use • Case Team Roles define the access level, not the predefined team itself • Predefined teams save time but require initial setup • The case owner is counted toward the team member limit • Case Teams are different from Account Teams and Opportunity Teams in their functionality and setup
Watch Out For:
• Questions that confuse Case Teams with other team features (Account Teams, Opportunity Teams) • Scenarios asking about automation - remember that Apex and Flow can add team members programmatically • Questions about limits - know the 10 member maximum per case