Set Up Case Teams #inSalesforce

Set Up Case Teams

This is to help groups of people work together to solve cases. Before you create case teams, define team roles. You can add the Case Team related list to case page layouts.

For example, a case team can include support agents, support managers, and product managers.

Steps:

Before you set up case teams or predefine case teams, create roles to determine team members level of access to cases.

After you define case team roles, you can predefine case teams so that support agents can quickly add people who they frequently work with to cases.

Create email alerts for case teams so that each time a case is created or updated, team members are notified.

Details or Reference:

https://help.salesforce.com/s/articleView?id=sf.caseteam_setup.htm&type=5