About Teams and Workgroups
CSM provides several default Teams and Workgroups. Use these Teams/Workgroups as-is, edit them, or create your own using the Team and Workgroup Manager.
A Team is a collection of CSM users that can share CSM items (such as Dashboards), record ownership, and assignments. Examples include Support, Management, and Knowledge Management. A Team plays an important part in record ownership because members of the Team can have additional rights to view and edit records.
A Workgroup is a collection of CSM customers who can share CSM items (such as Dashboards). Examples include Sales, HR, and Operations. A Workgroup plays an important part in record ownership because members of the Workgroup can have additional rights to view and edit records.
Team/Workgroup properties include:
- Information: Name and description, and defaults for sending e-mails to Workgroup members.
- Members: Users on the Team and Customers in the Workgroup. Note: If configured, record ownership rights (View, Add, Edit, Delete rights) can be extended to managers, departments, and Teams/Workgroups, so carefully consider the implications of these relationships.