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Set Up Email Alerts for Case Teams

Create email alerts for case teams so that each time a case is created or updated, team members are notified.

Required Editions

View supported editions.
User Permissions Needed
To set up case teams:

Customize Application

AND

Manage Users
To create or change workflow rules and actions: Customize Application
To create or change email alerts: Customize Application
  1. Create email templates for notifications.
  2. Set up workflow rules that specify which actions on a case send email alerts to team members.
    1. From Setup, enter Workflow Rules in the Quick Find box, then select Workflow Rules.
    2. Click New Rule.
    3. From Select object, choose Case and click Next.
    4. Enter a rule name.
    5. Choose the evaluation criteria. To ensure that every case is evaluated for an email alert, we recommend that you set the evaluation criteria to Evaluate the rule when a record is: created, and every time it’s edited.
    6. Enter your rule criteria. We recommend that you choose criteria are met and select the criteria that a case must match to send email alerts. For example, if you want team members to receive an email alert each time a case’s status is set to New, set the criteria to Case: Status equals New.
    7. Click Save & Next.
  3. Add email alerts to your workflow rule’s criteria.
    1. Click Add Workflow Action and choose New Email Alert.
    2. Enter a description and unique name for the email alert. Because you chose Case as the object for the workflow rule, object appears as read only.
    3. Choose an email template.
    4. Select who receives email alerts from the workflow rule. To select all members of a case team, choose Case Team from Recipient Type, and add the team as selected recipients. You can enter up to five more email addresses.
    5. Click Save.
  4. Activate the workflow rule and its email alert.
    1. From Setup, enter Workflow Rules in the Quick Find box, then select Workflow Rules.
    2. Click Activate next to the name of the rule.
    Note
    Note To prevent the rule from sending email alerts, click Deactivate at any time. If you deactivate a rule with pending actions, the actions finish as long as the case that triggered the rule isn’t updated.

See Also