After you define case team roles, you can predefine case teams so that service reps can quickly add frequent collaborators to cases.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up and manage case teams: |
Customize Application Manage Users Edit on cases |
- From Setup, enter Predefined Case Teams in the Quick Find box, then select Predefined Case Teams.
- Click New, and enter the team’s name.
-
Add team members.
- Choose a team member type: 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.
-
Click Lookup (
) and select a member.
- Choose a role for the member.
-
Click Save. You can update your case teams at any time.
Note In Classic, all Predefined Case Team entries for the Case Team Related List will show Visible in Customer Portal as True. Clicking the Predefined Team Member List will display the correct values for each member. - Optionally, create assignment rules that assign a case team to cases that meet your criteria.
To delete a predefined case team, remove it from assignment rules first. If you delete a predefined case team, you can't retreive it and it’s removed from all cases. When you remove members from a predefined case team, they’re removed from all cases in which they were members of the team.