---
schema_version: "1"
id: 4c40c058ac5e2cd3123c52ede319cabd8c1b8fc06b68203c46ca468ff1e521ce
title: Create Case Team Roles
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/caseteam_roles.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.caseteam_roles.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a3f38293c47829723e9499175709d79390c8a13242a5e6648adf36efcf420d1c
description: Before you set up case teams or predefine case teams, create roles to determine team members level of access to cases.
products:
  - Service Cloud
release: "264"
---
# Create Case Team Roles

Before you set up case teams or predefine case teams, create roles to determine team members level of access to cases.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d133465e58">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d133465e58 ">To set up and manage case teams:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d133465e58 ">
              <p>Customize Application</p>
              <p style="margin-bottom:0;">Manage Users</p>
            </td>

          </tr>
        </tbody>
      </table>

You can create an unlimited number of case team roles, but we recommend no more than 20 so as not to overwhelm team members. Roles don’t change a case owner’s access to cases, which is Read and Write by default.

1. From Setup, enter Case Team Roles in the Quick Find box, then select **Case Team Roles**.
2. Click **New**, and enter the role’s name.
3. From Case Access, choose the role’s level of access to cases.
    - **Read and Write**: Members can view and edit cases and add related records, notes, and attachments to them.
    - **Read Only:** Members can view cases and add related records to them.
    - **Private**: Members can’t access cases.
4. If you want members in the role visible to customer portal users viewing cases, choose **Visible in Customer Portal**. Even if Visible in Customer Portal isn’t chosen, customer portal users added to case teams can view themselves on Case Team related lists.
5. Click **Save**.
6. (Recommended) Add the Case Team related list to case page layouts so that users can add team members to cases.

You can’t delete roles, but you can click **Replace** next to a role you want to replace across all cases. If your org has one role, you can’t replace it.

#### See Also

- [Case Teams](https://help.salesforce.com/s/articleView?id=service.caseteam_setup.htm&release=264.0.0&type=5 "Create case teams to help groups of people work together to solve cases. Before you create case teams, define team roles.")