To ensure that you engage all the people necessary to deliver your projects, configure a team, so that you can assign different roles to team members, and then manage work in a convenient and transparent way.

Creating a team

To increase productivity and facilitate distribution of the workload in your application development process, create a team. You can then assign work to team members, and speed up resolution of your Cases by providing the team with collaboration tools.

Note: You can also refer to teams as Work Groups.

  1. In the header of App Studio, navigate to a Portal that contains the Teams widget.
  2. In the navigation pane, click Teams.
  3. In the header of the My Teams section, click Create team.
  4. In the Create team window, provide information about the team:
    1. In the Name field, enter a unique team name.
    2. Optional: To provide more information about the team, in the About field, enter some text that describes the purpose of the team.
    3. In the Manager field, select the name of the user who supervises the work of the team.
    4. Click Submit.
  5. Add team members:
    1. In the My Teams section, click the team name.
    2. On the Team page, in the Members section, click the Edit members icon.
    3. In the Edit members window, in the text field, select a user name.
    4. Click Add.
    5. Click Submit.
  6. Optional: To edit information about the team, on the Team page, click Actions > Edit team information.

What to do next:

Facilitate collaboration in your team by adding the Pulse gadget to your application. For more information, see Collaborating with users by using Pulse.

Adding Work Queues to a team

To speed up Case resolution, improve workload management in your application by adding Work Queues to your team. You can create multiple Work Queues that collect tasks for users of different areas of expertise, for example, a Work Queue that lists tasks for managers.

Before you begin:

Create a team. For more information, see Creating a team.

When you create a new team, your application creates a default Work Queue for the team.

  1. In the header of App Studio, click Preview to navigate to the Portal dashboard that contains the Teams widget.
  2. In the Teams section, click on the name of the team to which you want to add a Work Queue.
  3. In the Work Queues section, click Add new.
  4. In the text field that appears, define a Work Queue:
    • To create a new Work Queue, enter the name of the Work Queue.
    • To add an existing Work Queue, press the Down arrow key, and then select a Work Queue.
  5. Optional: To add more Work Queues, repeat steps 3 and 4.

Adding a secondary manager to a team

Increase the visibility of your work by associating your team with more than one manager.

By default, each team has one manager who supervises the work of the team and can assign, transfer, or work on Assignments in a Case.

  1. In the navigation panel, click Records > Organization > Work Group.
  2. In the Work Group Name column, click the name of a team.
  3. If no operator IDs are listed in the Authorized Managers section, click Add item.
  4. In the Manager ID field, press the Down Arrow key, and then select an operator ID.
  5. Click Save.


The secondary manager can access the team's Work Queue but cannot complete Assignments or receive requests for approval.

Deleting a team

Delete a team when it does not have any associated users or Work Queues to reduce complexity in your application.

  1. In the header of App Studio, navigate to a Portal that contains the Teams widget.
  2. In the navigation pane, click Teams, and then click a team name.
  3. On the Team page, click Actions > Delete team.
  4. In the Delete Team dialog box, enter the reason why the team is no longer required.
  5. Click Submit.