Questions tagged [case-teams]

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How to prevent CaseTeamMember creation for Customer Community Plus License

Because there are no options yet to trigger on CaseTeamMember object, we don't have a path forward to prevent the insertion of a user based on profile. When performing the same functionality with the ...
4
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2answers
182 views

Bulk deletion of Case Team Member records, data skew, and performance issues

We're proposing to delete no-longer-relevant Case Team Member records, numbering about 4.3 million (2.8 million total Cases). I'm concerned about the performance implications that might be caused by ...
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0answers
41 views

Remove “Remove” Link in Case Team Related List

Is is possible to remove the Remove link from Case Team related list in Salesforce? I've been trying to search about this all over the Internet but found no luck.
3
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2answers
847 views

Security for Users added in the Case Team Role

I am trying to understand the impact on the visibility/access on case record with Case Team Role. So I have the below scenario - OWD for Case is "Private" Case Owner is User: "XXX" having the profile ...
2
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1answer
256 views

Salesforce Cases vs Opp in Health Cloud

I've been looking over the Salesforce Health Cloud data model and was wondering if anyone could speak to their use of cases: https://developer.salesforce.com/docs/atlas.en-us.health_cloud.meta/...
0
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1answer
266 views

Security for adding case teams to cases

I have a flow that creates a case with the info entered by the user. I want to add a default case team to it; however, it gives an error saying the user does not have create rights for the "...
2
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0answers
166 views

Customer Service: Case Teams vs Groups

Scenario: there are n groups receiving calls in a Call Center: A, B, C, D. When a Case is received it is seen by all the members of the group. When one of them takes the case in charge, the other ...
1
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1answer
352 views

Create Case & assign Case Team Role JavaScript Button

I have the following JavaScript code which creates a Case from an Opportunity, on button click. {!REQUIRESCRIPT("/soap/ajax/29.0/connection.js")} var myquery = "SELECT Application_Entitlement_ID__c ...
2
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1answer
929 views

Reporting on Case owner and Case Team Member

We use Case teams and want to be able to report if the support engineer is either the owner or on the case team. This way we know the support engineers total workload. I created a report type ...
1
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1answer
1k views

Use Trigger Ready Flow /Process Builder to add Members to Case Team

I would like to use Trigger Ready Flows - whenever Status updates from A to B on a case, The Case Owner will be auto-added as a Member on the Case Team. I know that this is possible with a trigger ...
2
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0answers
589 views

Assigning case to case teams from community

Whenever a case is created from the Community User, I am getting this error "Can't Perform this Operation You can't perform this operation with the selected user type." As per the knowledge article ...
0
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1answer
2k views

Trigger on Cases, trying to access predefined Case Teams

So I'm trying to create a simple trigger that pulls the list of Case Team Members anytime their updated and copies the list into a custom text field that can be accessed by an email template. trigger ...
1
vote
1answer
680 views

Cases report based on case team members' roles

I have found a way to create a report telling how many cases were worked on by a person using the case team functionality (see this question). However, I cannot use a case team member's role in a ...
1
vote
1answer
246 views

Trigger to find contact records who are community users on account

I need to write a Trigger on the Case Object that lookups the Account field on the Case Object on and then determines which contacts on that account are community users and assigns them as case team ...
2
votes
1answer
995 views

Report on case team members - the number of cases worked on

I need to create a report telling how many cases were handled by support personnel. Each case can be handled by one or more support engineers and all of them are added to this case's team. So, what I ...