How nice would it be if Salesforce auto added users (specified account team role) from Account Team to Case Team whenever a case gets created? Well, we can cajole Salesforce to do just that by leveraging Process Builder and Visual Workflow!
A Case Team is a set of people that usually work together to solve Cases. A typical Case Team may include support agents, support managers, product managers, etc.
If system admin has set up case teams, then users can add people to the Case Team related list on the cases. When adding a team member, choose one of the predefined roles that the person plays on the case. Roles determine the level of access to a case, such as read-only or read and write access. In the following example, role Field Engineer grants case record Read/Write access to Adakole Kennedy.
One can add contacts to case teams, but they can only access cases when they are enabled as customer portal users assigned to case page layouts. Customer portal users can not update case teams or view case team roles. As of Spring’18 release case team is not supported by Lightning Experience. Let us see how to get started on working smarter by tackling a business use case.
Business Use Case
Martin Jones is working as a System Administrator at Gurukul on Cloud (GoC). At GoC they use Case Team to work together to close a case faster. Martin has received a requirement from the upper management:
Whenever a High priority case is created for an account, and if the account has Account team members with Role Pre-Sales Consultant then, add those account team members to case team with read-only access to the case.
Assumption:- The organization-wide default for Account and Case are set to private and all account team members do not have access to related cases.
Solution for the above business requirement
There are a few possible solutions for the above business scenario, but we’ll use Flow and Process Builder to solve the above business requirement. Before trying to understand the technical aspect of the solution, let us spend some time to understand the general flow at a high level. Please spend few minutes to go through the following flow diagram and understand it.
Before we proceed further, let us understand the characteristics of a CaseTeamMember object – It represents a case team member, who works with a team of other users to help resolve a case. Read the rest of this entry!