Case Contact Roles & Case Teams

What are Contact Roles?

Contact roles on cases function much like contact roles on accounts and opportunities.  They allow users to declare the role of multiple contacts in relationship to a case.  Simply add the contact roles related list to the case page layout:

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What are Case Teams?

Likewise, case teams work much like account and sales teams.

Case teams provide a clear way to document the roles of multiple users in the management of a single case.  They also extend record access to team members (which can include portal users).

Configuring Case Teams

Step 1. Define Team Roles

Navigate to Setup –> Customize –> Cases –> Case Teams –> Case Team Roles to define roles:

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Step 2. Update the case page layout(s)

Add the case team member related list to each case page layout:

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Predefined Case Teams

The administrator can create predefined case teams that will allow users to quickly add members to a case.

First, define the teams (Setup –> Customize –> Cases –> Case Teams –> Predefined Case Teams):

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Users can then easily add case predefined case teams:

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19 Responses to “Case Contact Roles & Case Teams”

  1. kmkaast April 6, 2017 at 6:11 am #

    why its not allowed to delete team members on Predefined Case Team or Role member on case team member Role ?

  2. kmkaast April 6, 2017 at 5:30 am #

    1-Is case access override user OWD , If user got READ/WRITE access on cases and added on case with Role private.
    2-What is the benefit of adding users with role private ? Does this user will have no access to the case ?

    • JohnCoppedge April 6, 2017 at 4:24 pm #

      #1 doesn’t override, adds to existing record access
      #2 record keeping purposes (indicating who is performing the function for that case)

  3. kiernan March 28, 2017 at 12:47 pm #

    I am using the Dev edition. When trying to create a Case Team one of the required Fields is Member Role. This field does not have a selection. Is it connected to the Members Profile or is it a pick list which needs to be populated?

    • JohnCoppedge April 4, 2017 at 9:40 pm #

      Its a special section of setup- search “Case team roles” in setup to change this list, no relation to user selected but does determine case access

  4. ybiyani@hotmail.com February 19, 2017 at 10:24 pm #

    How do I assign case team to a case?
    Can I assemble a team after the case is created?

    • JohnCoppedge March 13, 2017 at 8:43 pm #

      You have to add the case team to the related list and then once the case is created, you will be able to add your case team via that section of the related list via the “Update Case Team Members” button

      • rashminder@techneosys.com March 16, 2017 at 3:18 am #

        so a case cannot be assigned to a case team but a case team can be assigned to a case…

  5. ginnepa March 22, 2016 at 3:45 pm #

    Navigation Item

    First, define the teams (Setup –> Customize –> Case Teams –> Predefined Case Teams):

    should read

    First, define the teams (Setup –> Customize –> CASE –> Case Teams –> Predefined Case Teams):

  6. Yacine Ferguene February 12, 2015 at 2:34 pm #

    Hi John
    I noticed that when defining the case team, I was able to add users in a team but also contacts. Are we talking about contacts in my org or the other contacts you may have like the portal users you mentioned above ?
    Is there any correlation between the case contact roles and the contacts you can add in the case team ?

    • JohnCoppedge February 13, 2015 at 1:28 am #

      Yes you can add contacts- they would be from your org, they can also be portal users (they would need other rights and licensing to get to the case record).

      I don’t think there is a correlation between case contact roles and case teams, although I’m not 100% on that. Good questions!

      • nk005347 October 13, 2016 at 3:17 pm #

        Hi John, I also had similar question, what can be business scenario when you would want to add contact to case team. That purpose is easily served by contact role on case. Also from set up perspective, you would need to keep maintaining such teams since accounst will get added, updated , removed over period of time.

        • JohnCoppedge October 13, 2016 at 9:49 pm #

          An example might be a contact at the custome that is involved in the case but is not the primary case contact

  7. Lee Kraus February 3, 2015 at 6:12 pm #

    Can a case by assigned to a case team?

  8. Kaira Bergstra January 16, 2014 at 8:58 pm #

    A note on the relationship between case teams and case queues would be nice. My understanding is that they are unrelated. When someone from a queue takes ownership of a case assigned to the queue, they can assign a team that they have access to.

    Kaira

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