Case Teams

To let people create and work on case teams, add the Case Team related list to case page layouts.

Here’s what you can do with case teams:

• Predefine case teams so that users can quickly add people with whom they work.
• Create assignment rules that add predefined teams to cases that match specific criteria, such as when cases originate from emails.
• Create email alerts that notify team members when an action happens on a case, such as when a comment is added.

After you set up case teams, users can:

• Add people to the Case Team related list on cases.
• Choose one of the predefined roles that the person plays on the case. Roles determine the level of access to a case, such as read-only or read and write access.
• Add contacts to case teams, but they can only access cases when they’re enabled as customer portal users assigned to case page layouts. Customer portal users can’t update case teams or view case team roles.
• Filter case lists when they’re a team member, by choosing My Case Teams.
• Run a case report by choosing My team's cases from the View filter.

Note Case teams count toward your org’s overall storage limit. Each team member on a case counts as 2 KB of storage space.

• What’s a Case Team?
  A case team is a group of people that work together to solve cases. For example, a case team can include support reps, support managers, and product managers.
• 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.
• Enable Role-Based Reporting
  Analyze and manage team member workloads better by creating custom reports that include team member roles.
• Predefine Case Teams
  After you define case team roles, you can predefine case teams so that service reps can quickly add frequent collaborators to cases.
• 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.
• Case Team Fields
  Case teams have the following fields, listed in alphabetical order. Availability of fields depends on how your admin set up Salesforce.