What are Contact Roles?
Contact roles on cases function much like contact roles on accounts and opportunities. They allow users to declare the role of multiple contacts in relationship to a case. Simply add the contact roles related list to the case page layout:
What are Case Teams?
Likewise, case teams work much like account and sales teams.
Case teams provide a clear way to document the roles of multiple users in the management of a single case. They also extend record access to team members (which can include portal users).
Configuring Case Teams
Step 1. Define Team Roles
Navigate to Setup –> Customize –> Cases –> Case Teams –> Case Team Roles to define roles:
Step 2. Update the case page layout(s)
Add the case team member related list to each case page layout:
Predefined Case Teams
The administrator can create predefined case teams that will allow users to quickly add members to a case.
First, define the teams (Setup –> Customize –> Cases –> Case Teams –> Predefined Case Teams):
Users can then easily add case predefined case teams: