Configuring Predefined Case Teams is a Setup workflow: define Case Team Roles, build the predefined teams, optionally automate application through Flow.
- Define Case Team Roles
Setup, Case Team Roles, New. Create roles like Tier 2 Engineer, Account Manager, Solution Architect, Legal Reviewer. Set the access level (Read Only or Read/Write) per role.
- Build the Predefined Case Team
Setup, Predefined Case Teams, New. Name the team (Tier 2 Escalation Team), add users, assign roles to each.
- Add the Case Team related list to the case page layout
Setup, Object Manager, Case, Page Layouts. Drag the Case Team related list onto the layout. Without it, agents cannot apply teams.
- Test manual application
Open a test case. From the Case Team related list, click Add Predefined Team, pick the team, save. Confirm the members appear with the right roles.
- Build automation if needed
For automatic application on case criteria (Priority = Critical), build a record-triggered Flow that applies the Predefined Case Team.
- Document the team patterns
Publish a Knowledge Article or training note explaining which team to apply for which case pattern. Without documentation, agents pick the wrong team.
Named role with access level (Read Only or Read/Write). Reused across multiple predefined teams.
Admin-configured bundle of users with roles, applied as a single unit to any case.
Agent-driven add from the Case Team related list. The default usage pattern.
Record-triggered Flow that applies the team based on case criteria. Useful for escalation paths.
The data row tracking each user's role and access on a specific case. Queryable through SOQL.
- Case Teams apply to cases only. They do not grant access to related Accounts, Contacts, or Opportunities. Use Account Teams for broader access.
- Predefined Case Teams cannot be modified per case after application. Adding a different user requires manual addition outside the predefined bundle.
- Case Team access bypasses the standard sharing model. Audit Case Team Member records to confirm the right users have the right access on sensitive cases.
- The Case Team related list must be on the case page layout for manual application. Forgetting it means agents cannot apply teams even when configured.
- Automated application through Flow handles only the addition. Removing the team when the situation changes requires separate logic.