what is a case team
Service Cloud has created many special features that allow you to easily collaborate with your team to solve cases quickly and efficiently. A case team is a team of users who work together on a case with each person playing a different role in the case, for example, one person may be a technical expert and another may be a building manager. Case teams are also helpful to prevent transferring a case to someone else who will be a new contact for your customer. You can use case teams to keep one main point person as the lead to communicate with the customer and relay information at the case being handled.