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Teams represent sets of users who share a role or work on projects together. They are often used for sending notifications and assigning records to groups of users, as well as for localization such as setting working hours and available languages. Teams help model your business processes and the company's entire hierarchy or supplier/customer relationships.

  • Team membership controls:
    • working hours
    • group email distribution
    • access to team-specific views
    • which Look-and-Feel scheme is used
    • access to searches
  • Teams can have sub-teams. For example, Sonya is a member of the West Coast Sales Team, which is in turn a member of the US Sales Team.
  • In contrast, Groups determine the permissions each user has throughout the system.
  • Teams serve different functions for staff and customer groups. 
    • Staff teams are used primarily to identify functional units to whom records and chat requests might be assigned, emailed, and so on.
    • Customer teams are used primarily to enable distinct branding in the end user interface (EUI)– customers on different teams can see a completely different EUI color scheme, logo etc.
  • Users have one primary team and can belong to any number of additional teams. A user's primary team determines default look and feel schemes and default view of each table
  • Teams can be hierarchical and email notifications sent to a parent team will also go out to all sub-team members
  • Teams can be assigned working hours and calendar events

The system comes preconfigured with several teams, and you can create any number of custom teams in your knowledgebase. To add a user to a team, open the User form for editing, click Contacts and select the Customer or Employee to edit, and check the appropriate teams, also making the Primary team selection.

Default teams are often adequate for a new implementation and can be copied to create additional groups where more refined distinctions in permissions are necessary.

What New Teams are Needed?

  • There are several default teams that match the default groups like Support Team, Sales Team, Customer Team, and Internal Customer Team.
  • You will need new staff teams for each set of users to whom records may be assigned or emailed as a group.
  • You will need new customer teams if you are going to support multiple brands, such as different look and feel schemes or default views.

Editing a Team

The process for editing is same as for creating it. Click the Edit icon next to the team, then change the name or description, add calendar items, or change working hours and save your changes.

Team membership is independent of group membership, so that several users from one team can belong to different groups and vice-versa. Users may belong to one or several teams, one of which should be set as their Primary team.

The Primary team determines the user's default interface and look-and-feel scheme so users need their Primary team to be set before they can login. Team membership also controls how business rules and notifications are applied to users. For example, you can schedule an announcement to be delivered to members of a selected team or have an email sent to them in response to some event.

Using teams, you can define working hours for your users during weekdays and holidays. Different teams can be assigned custom working hours to accommodate customers from different time zones. By default, the working hours for the team are the same as the working hours for the built-in Company team.

The Team wizard, which is accessed by navigating to Setup > Access > Manage Teams, then editing the relevant teams and selecting the Events tab, lets you optionally define the team Calendar where you can schedule events, such as meetings, vacations or announcements. For more information on events, see Calendar.

Teams table is also accessible from the main toolbar. This makes it possible to mass edit teams, delete multiple teams at once, import and export teams, and perform some other general table functions.

However, there are still limitations on the teams table due to its special hard coded fields for language, working hours, and so on. At the moment, only custom fields added to the table may be edited and created through the top level tab.

On the other hand, mass edit, import and export only allow access to the basic standard team fields: Team Name, Description, Parent Team, and Team Leader.

Teams may be deleted, but users need to be reassigned to another team if it is their Primary team.

Tips for Setting Up Teams

  • If working hours will be used, provide them for the company team and then use that team's hours for the other teams, unless they differ.
  • Put a word in the Team Description that you will use in a search filter on any assigned team fields to find just the teams you want to appear on the list.
  • Always include the word Team in the team name so it is obvious you are dealing with a team if you see the value in the field.
  • If you are going to use team leaders, they have to be added after the users exist, so you will need to cycle back to the teams after importing the users.
  • Always use a team like the company team as the parent team unless you are dealing with lower level teams. This should allow the sub-team to inherit the default view permission from the parent team.
  • Where practical, rename rather than deleting unused default teams to avoid being asked to change the team field for existing demo users.