This short video shows how and when to add a case team in Service Cloud.
- [Narrator] Sometimes it takes a team to close a case, and collaboration is extremely important in the service environment. Service Cloud has created many special features that allow you to easily collaborate with your team to solve cases quickly and efficiently. A case team is a team of users who work together on a case with each person playing a different role in the case, for example, one person may be a technical expert and another may be a building manager. Case teams are also helpful to prevent transferring a case to someone else who will be a new contact for your customer.
You can use case teams to keep one main point person as the lead to communicate with the customer and relay information at the case being handled. Case teams can also be helpful if a support agent goes on vacation or if an urgent case needs a little bit more time to resolve. Now, the interesting thing is, that case teams don't show up by default in your account. So I want to show you how to do that first. So let's go to the set-up area in the top right, we're going to go to customize, and we're going to scroll down to cases, and page layouts.
Now I've already edited some of these here, so let's look at this one: case layout. Now you're going to scroll down here and look at related lists and right here you see case teams and you simply drag this to wherever you want it to show up on the screen, so if you want it to be under a certain area, you can, you can put it on the bottom of the page if you'd like, and then you're going to hit save. Salesforce does give you a warning if you've added or moved related lists on this page, it will overwrite users personal related lists customizations and you can click yes.
Be aware that that's what you are doing and now if we look at a case, and we look in the details section, you'll see that case team shows up right here, and you can update case team members here. So every company is different and it's helpful to establish some overall rules about when to use case teams and when to simply transfer cases. So check with your Salesforce administrator to determine the best way to use cases in your company.
- Define a case.
- Describe how to add an assignment rule.
- Differentiate between email-to-case, on-demand-email-to-case, and webmail-to-case.
- Explain case teams and when to add them.
- Summarize knowledge articles and how to build a knowledge base.