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Dave ParadiseDave Paradise 

Service Cloud Specialist Superbadge Challenge 2 Question

I may be overthinking this, but want to make sure they aren't twisting the terminology on us like they tend to do with Superbadges.

For the final part of Challenge 2, under the "Support Is a Team Sport" portion of the requirements, it talks about creating Customer Contact and Support Lead roles. Are those actual Salesforce Roles or more akin to Case teams?

The main reason I ask this is because the Error Message I get mentions something not spelled out in the requirements that I could see:

"Challenge Not yet complete... here's what's wrong:
We can't find the 'Customer Case Team' role. Ensure the Customer Contact can be tracked on Cases."

However, the requirements don't specifically mention creating a 'Customer Case Team' role.
Best Answer chosen by Dave Paradise
Michal OrawiecMichal Orawiec
Case Teams -> Case Team Roles   , create 2 roles and make sure that both have correct  Case Access 

All Answers

Michal OrawiecMichal Orawiec
Case Teams -> Case Team Roles   , create 2 roles and make sure that both have correct  Case Access 
This was selected as the best answer
Dave ParadiseDave Paradise
Found my mistake (apart from taking it too literally). Thanks, Michal.
Akeel WaniAkeel Wani
@Michal- I did all the steps properly, created assignement rules, Created team roles also , Created support process also but still getting the same error.  I am getting mad over this error now.  nay help is much appreciated. 

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AtapperAtapper
I've been stuck on this error message for two days!  It has to be so simple.  Unfortunately, the more I mess with it - it feels like I'm hosing my trailhead org.  Does anybody have a moment to help?  Challenge Not yet complete... here's what's wrong: 
We can't find the Case Stages for the Cloud Technical Team Lifecycle. Review the steps to ensure you configure the Case Stages for the Cloud Technical Team Lifecycle.
MM SaikumarMM Saikumar
@atapper - add those stages in support process and assign
Tapper333Tapper333
@MM - thanks for your time. I'm chasing my own tail.  I got the stages added - its the 'and assign' that's hanging me up.
Can you tell me if 1.) the image below looks accurate 2.) if its remotely close to what you are saying I need to do?
I'm still getting the error..


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KellyLRKellyLR
I'm also having issues with challenge 2 - it seems super simple, but I've tested many times and am still getting the same error message:

Challenge Not yet complete... here's what's wrong: 
We can't find your profile or a profile for 'Ada Balewa' in the Advanced Support Agents Group. Ensure you add yourself and Ada Balewa to the Advanced Support Agents group.

I have created an 'Advanced Support Agents' public group and added myself and Ada (who has the correct 'Cloud Team Technical Support' profile).

When this didn't work, I also tried adding us both to Case Teams, Queues, Omni-channel queues in case I was getting the superbadge terminology wrong.

 
adityavarma chekuriadityavarma chekuri
I am doing Service Cloud Specialist challenge 2. But I didn't complete it. Please, anyone, tell me which steps are involved in challenge-2 and I am facing one issue.
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Eduard_KunoffEduard_Kunoff
@adityavarma chekuri try to name the support process only "Cloud Technical Team". I also ran into this after copy pasting the API Name out of the error message. This worked for me.
Tarik BelfodilTarik Belfodil
Service Cloud Specialist Superbadge Challenge 2 Question

After check, i have le belwo error:
We can't find the 'Customer Case Team' role. Ensure the Customer Contact can be tracked on Cases.
However, the requirements don't specifically mention creating a 'Customer Case Team' role.

Anayway,after creating case team roles, I still have same message:
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Haple Please.
Tarik BelfodilTarik Belfodil
i finally found the answer in module 'Service Cloud for Salesforce Classic'
create two roles in case team roles :  "Customer Contact" and "Support Lead"
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Antonio Lenguasco 1Antonio Lenguasco 1
My problem was that I had 2 users with the same name: Ada Balewa. After changing the name of the inactive user it worked for me.
Bri ElBri El
Thanks @ Tarik, the directions states to create two roles, which I did. I noticed you had a third member role name "customer contact" I included that and gave read/write access and it worked. I'm not sure I would have figured that out if I didn't stumble across this forum.
ColbridgeColbridge
For the issue posted by @Atapper, if anyone else is still confused, all you need to do is to add to the Status field picklist in the Case objects, these values:

New
Investigating Cause
Investigating Solution
Resolving with Customer
Escalated
Closed
vinay manduva 7vinay manduva 7
Service Cloud Specialist Superbadge Challenge 2 Question

I have followed the exact process but I am facing the below error. 
We can't find the 'Customer Case Team' role. Ensure the Customer Contact can be tracked on Cases. Please help me.
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Thanks,
Vinay Manduva