What are Linked Teams in the Platform?

Linked Teams are two teams that when linked together may become available to select in "Owner User" option lists. Specifically, adding one team to another as a Linked Team will include that linked team in selections for the "Owner Team" field. The result is being able to add a different team as an "Owner Team" to a Case, Case Filter View, or Report without needing to add the user to both teams.

How to Link a Team to Another

When 'Team B' is designated as a "Linked Team" of 'Team A,' it creates a unique relationship between these teams. This relationship offers precise control over team and user selections in the platform's various functionalities, especially when managing cases.

To link one or more teams, see

Where Linked Teams Are Utilized

The following are the areas a user may observe the Linked Team as a new option in the "Owner User" dropdown.

• Case "Owner Team"
• Case Filter Views
• Reporting

Examples

When creating a Case

Customer Location with "Team A" Only:

When the Customer Location associated with the case lists only "Team A" in the "Teams" field, users will see both "Team A" and "Team B" as options for the Owner Team selection. This is because "Team B" is linked to "Team A," and therefore both teams are available for selection.

Customer Location with "Team B" Only:

Conversely, when the Customer Location associated with the case lists only "Team B" in the "Teams" field, users will see only "Team B" in the Owner Team selection list. This is because "Team A" is not a Linked Team of "Team B", and therefore, it is not presented as an option for Owner Team selection.