Examples of using teams

You can make each user a member of one team and give the user rights to view multiple teams. Communications, opportunities, leads, and cases can be tracked by individual user and by team. You can initially assign communications to a team and later reassign them to an individual.

• Tracking communications by team. John Finch is a user in your organization assigned to the Telesales team. Every time John Finch creates a new Communication, the Team field defaults to Telesales. The telesales manager can use Team CRM to view all the activities for John Finch and other members of the Telesales team for the day.
• Creating tasks for teams. The customer service manager in your organization can use groups to set up an outbound telephone campaign to the active customer base. By leaving the User field blank, but filling in the Team field in the task details, the calls are scheduled for the whole team.
• Assigning an opportunity to a team. Sales opportunities can be assigned to teams. This means that the overall performance of, for example, the Direct Sales vs. the Business Partner team can be compared on a deal-by-deal basis. By tracking team performance on the Opportunity and Communication level, additional information can be extracted to improve future sales performance.
• Reassigning unresolved cases. Your company is in the insurance business. Cases are used to handle automobile, home, life, and travel insurance claims. Your customer service teams are set up by type of insurance. The travel claims team is overloaded after the recent holiday season, however the home insurance team has spare resources. Following a team leader meeting, the travel claims team leader clicks <My Profile> | Team CRM | Cases and reassigns half of the unresolved claims to the three available claims handlers in the home insurance team by changing the user name in Assigned To.