My understanding of teams is that it is automatically derived based on the service organization units defined in the org structure. Under Service work center we have Queue and Employee Support as views. Within the Queue view under the show drop down we have a view that lists Team Queue. Under Employee Support view we have My Team Tickets'. What is the difference between Queue and Team?
The number of tickets displayed in Team Queue seems to be different than the ones in My Team's Tickets.
Currently due to the fact that Teams are derived from the service org units an employee can be part of only one team. In a typical service or employee support process an employee can be part of many teams and multiple employees are part of teams. This is a many to many relationship.
Why can't we have a separate object for TEAMS disconnected form the org structure. Territories can be used but in a scenario where sales and service is scoped typically territories is a sales or marketing feature. Customers have shown resistance to using territories for service. Also, the Assign To Team becomes redundant when we scope in territories.