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Questions tagged [case-teams]

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Dynamically Add and Remove Case Tasks Based on changes to composition of Case Team Members

Our cases generate a large number of tasks based on values in custom fields. A task is created for each case team member. The case team members assigned to our cases change fairly often. We want to ...
user1821431's user avatar
1 vote
1 answer
435 views

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 ...
JustinF's user avatar
  • 485
0 votes
1 answer
636 views

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?
cropredy's user avatar
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1 answer
704 views

How to Retrieve CaseTeamMember and CaseTeamMemberRole in SFDX project?

I have added the Case Team Member Role in the sandbox and now trying to retrieve this in the SFDX project in VS CODE. I tried org explorer, Change set and SFDX source retrieve command but nothing is ...
Eric's user avatar
  • 450
0 votes
1 answer
647 views

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 ...
Zico's user avatar
  • 3
3 votes
1 answer
2k views

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 ...
DavidSchach's user avatar
  • 5,903
1 vote
0 answers
327 views

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 ...
Glen De Marcos's user avatar
4 votes
2 answers
909 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 ...
David Reed's user avatar
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0 answers
141 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.
curdual's user avatar
  • 315
3 votes
2 answers
3k 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 ...
Sudipta Deb's user avatar
  • 1,261
2 votes
2 answers
810 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/...
Brohibition's user avatar
0 votes
1 answer
429 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 "...
Lourdes Montero's user avatar
2 votes
0 answers
462 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 ...
Andrea Ianni's user avatar
  • 1,161
1 vote
1 answer
506 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 ...
Alex S's user avatar
  • 2,306
2 votes
1 answer
2k 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 ...
Leo Klopsis's user avatar
1 vote
1 answer
2k 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 ...
Clehan1's user avatar
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2 votes
0 answers
815 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 ...
anmrk's user avatar
  • 813
0 votes
1 answer
3k 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 ...
smohyee's user avatar
  • 3,846
1 vote
1 answer
1k 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 ...
Dmitry Nikolaev's user avatar
1 vote
1 answer
407 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 ...
user5428's user avatar
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2 votes
1 answer
2k 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 ...
Dmitry Nikolaev's user avatar