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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10 thoughts on “Case Contact Roles & Case Teams”

  1. 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):

  2. 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 ?

    1. 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!

      1. 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.

  4. 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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