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Greg Jankowski 14Greg Jankowski 14 

Get Started with Service Cloud - Can't find Case Team Roles

Get Started with Service Cloud

I am trying to add a Case Team Role, but cannot find it in my trailheard org.

any ideas?
Best Answer chosen by Greg Jankowski 14
Greg Jankowski 14Greg Jankowski 14
I see the issue. I had to switch to salesforce classic.
:(

All Answers

NagendraNagendra (Salesforce Developers) 
Hi Greg,

Below are the following steps to complete the challenge.

Create a case with following steps:
  • Click on Case Tab and create a new case.
User-added image
  • Select Origin to ‘Phone’ and Status to ‘New’.
  • Click Save.
  • Create a Case Team Role with following steps -
  • From Setup, Enter Case Team Roles in Quick Find Box, then select Case Team Roles.
  • Click on new.
  • Enter Member Role Name = ‘IT Specialist’ and Case Access = ‘Read/Write’.
  • Check the ‘Visible in Customer Portal’ checkbox.
User-added image
  • Click Save

Create a predefined case team with following steps -
  • From Setup, Enter Case Team Roles in Quick Find Box, then select Case Team Roles.
  • Click on new.
  • Enter Team Name ‘Specialists’.
  • And add yourself case team with the role ‘IT Specialist’.
User-added image
  • Click Save.
Now Add the Specialist case team in your newly created case to set the case page layout.
  • For added the Case Team in Case related list follow the following steps -
  • From Setup, Enter the Case in the Quick find box.
  • Select Page Layouts.
  • Edit Case Layout.
  • Click on Related List from top left corner.
User-added image
 
  • Drag the Case Team in the related list and Save the changes.
Hope this helps.

Please mark this as solved if it's resolved so that it gets removed from the unanswered queue which results in helping others who are encountering a similar issue.

Thanks,
Nagendra
Greg Jankowski 14Greg Jankowski 14
Problem is I dont see Case Team Roles from within setup.
That is the problem.
Greg Jankowski 14Greg Jankowski 14
I see the issue. I had to switch to salesforce classic.
:(
This was selected as the best answer
Anish Kumar 68Anish Kumar 68
I faced the same problem today  
I am trying to add a Case Team Role, but cannot find it in my trailheard org.

any idea
Anish Kumar 68Anish Kumar 68
Please give me the solution
 
Lisa Raymond-SmithLisa Raymond-Smith
I was having the same issue but i fixed it by following the instructions for updating the page layout.  Thanks!
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The system asks if you want this change to overwrite the personal customizations of your users. Click Yes or No depending on your preference. The Case Page Layout page appears again.
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