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            Assign Action Plan Tasks to Case Team Roles

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            Assign Action Plan Tasks to Case Team Roles

            Set up case teams to enable the option to assign an action plan task to a role.

            Required Editions

            Available in: Lightning Experience
            Available in: Automotive Cloud, Consumer Goods Cloud, Education Cloud, Financial Services Cloud, Government Cloud with Lightning Scheduler, Health Cloud, Manufacturing Cloud, Nonprofit Cloud, and Public Sector Solutions. View edition availability.

            Case teams are teams of users who work together on a case. You define case team roles within your organization. Case team roles and predefined case teams are assigned cases based on assignment rules.

            The creator of an action plan template can specify which role is assigned a task. The role is resolved to a user when an action plan is created.

            Note
            Note Role resolution only supports a single team assigned to a case. Role resolution for case team members doesn't work when there are multiple case teams involved.
            1. From Setup, enter Case Team Roles in the Quick Find box, then select Case Team Roles.
            2. Create a list of case team roles that match your business requirements.
              For example, in Financial Services Cloud, you might include banker, account specialist, relationship manager, advisor, or agent.
            3. From Setup, enter Predefined Case Teams in the Quick Find box, then select Predefined Case Teams.
            4. Update the list of predefined case teams to meet your business needs.
              To work with Action Plan role resolution, team members must be users. Team members that are contacts don’t work with Action Plans.
            5. Assign teams to cases using Case Assignment Rules,
            Note
            Note While not used within Action Plans, case teams enable extra access to Case and related objects to be granted. To use this feature, setup is required.

            See Also

             
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