Questions tagged [case-teams]
The case-teams tag has no usage guidance.
20 questions
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How we can give access of a case to predefined case teams
After creating Case Roles and Predefined Case Teams, I can't see any option to Assign the Case to the predefined case team.
1
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1
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558
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Does access granted via Case Team Members roll up via the Role Hierarchy? If so, why?
I've done some testing on this and would like someone to confirm that it is expected behaviour that adding a User to a Case Team results in Users above them in the role hierarchy being able to gain ...
- 485
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795
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Dynamically assign new members to a pre-defined Case Team
I have a pre-defined case team called Specialists that I want to dynamically add via code a user named Fred Fubar.
How do I do this?
- 73.3k
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690
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Lookup Fields based on Sales Team Roles
Do you know if possible to identify those in specific team roles via a lookup on an object?
Specifically, I would like to show what Team Role the user has that a record has been assigned to on a list ...
- 3
3
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1
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2k
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Best practice question: Case Share vs Case Team for Case visibility to related user
(NOT AN OPINION QUESTION, SO PLEASE DON'T CLOSE THIS)
With our security model, Product2 owners can't see Cases related through the Asset lookup. We want to let them see those Cases read-only. I can ...
- 5,966
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353
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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 ...
- 1,011
4
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2
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1k
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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 ...
- 93.7k
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149
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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.
- 315
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2
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3k
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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 ...
- 1,265
2
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2
answers
877
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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/...
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0
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1
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451
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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 "...
- 195
2
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0
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485
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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 ...
- 1,161
1
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1
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513
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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 ...
- 2,326
2
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1
answer
2k
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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 ...
- 21
1
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1
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2k
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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 ...
- 879
2
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0
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834
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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 ...
- 813
0
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1
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3k
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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 ...
- 3,906
1
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1
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1k
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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 ...
- 571
1
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1
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413
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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 ...
- 1,015
2
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1
answer
3k
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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 ...
- 571