How to Add Team Members to Your Salesforce Case

By Jon Paz, T. J. Kelley

When there are case teams with member roles and predefined case teams in your Service Cloud system, you can put them to use from an agent’s perspective. From a case you’re working, follow these steps:

  1. Scroll down to the Case Team related list and click the Update Case Team Members button.

    The Update Case Team Members page appears, with a section to add individual case team members and their respective roles, as well as a section to add predefined case teams.

  2. Click the lookup icon to the right of the Team Member field.

    A lookup dialog screen pops up with a list of users.

  3. Select a user from the list or search for and select a specific user you want to add to the team.

    The lookup dialog popup closes and the selected user appears in the field.

  4. In the Member Role field, select a member role for the user.

    The Case Access field should auto‐populate with the specified access for that role.

  5. To add a predefined case team as well, click the lookup icon next to the Predefined Case Team field in the bottom section of the page and select a case team you’ve already defined.

    The Update Case Team Members page appears with your selection(s), as shown.

  6. Click Save when you’re done.

    The case record reappears with your case team member(s) in the Case Team related list.

    Updating team members for your case.
    Updating team members for your case.