Predefined Case Teams in Salesforce.com Service Cloud

By Jon Paz, T. J. Kelley

To make the process of adding team members to your case even easier, Salesforce.com Service Cloud offers predefined case teams. Your users can create case teams to collaborate on cases consistently and efficiently.

To create a predefined case team, choose Setup→Build→Customize→Cases→Case Teams→Predefined Case Teams, and follow these steps:

  1. Click the New button.

    The Add Predefined Case Team page appears.

  2. Fill in a name for your team in the Team Name field.

  3. Click the lookup icon to the right of the first Team Member field
    in the list.

    A lookup dialog pops up with a list of Recently Viewed Users.

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

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

  5. 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. The Case Team roles you created in the previous steps are what members can be assigned to. That is, a member role isn’t new — it’s just derived from the Case Team role but pertains to that specific team member.

  6. Click Save when you’re done.

    The Predefined Case Teams page appears with your new predefined team.