View Cases
To view Cases in Salesforce, navigate to the Case object in your app:
This is how you navigate to view the Case List Views.
View Case record by clicking on the Case Number blue hyperlink:
Provided Case List Views
*All list views beginning with ‘My' mean they are filtered by the Cases where Case Owner is you!
List View Navigation
Recently Viewed
Pro Tip! When you’re first getting starting in Salesforce (or if you’ve just started working with records of a new type) your List View will always default to Recently Viewed.
There will be nothing to see if you haven’t viewed at any records yet! 😱 Don’t panic!
Be sure to use the little down arrow next to Recently Viewed to navigate to another List View to start seeing records (see #1 in the image above)
1 - Select a List View & Pin your Favorite
Select a list view from the drop-down. Pin a list with the (pin icon 📌 ) to set it as your default.
2 - Modify a List View
Modify a list view using the List View Controls menu (gear icon ⚙ )
You not have access to modify public List Views (the ones all users can view). See https://ceceuofu.atlassian.net/wiki/spaces/CPD/pages/2479259649/Salesforce+-+List+View+Walkthrough#Clone-a-List-View
3 - Create New records from a List View
To save yourself a few clicks, try using the New button to Create a record directly from a List View!
4 - See List View Filters
See the criteria for which records are displayed by using the little funnel icon.
5 - Change List View Display
Change how the data is displayed! Different views work well for certain types of data.
Kanban Settings Error
If you get this error:
“In order for this Kanban view to load, the list view's owner has to configure Kanban Settings for it.”
Change your Display as settings back to Table.
6 - Search a List View
Find the data you need with a quick search!
Searchable Fields
When you click into the Search text box, a bubble will appear telling you if any fields are not searchable within the List View.
Search Wildcards
Use an asterisk (*) to find items that match zero or more characters at the middle or end of your search.
Use a question mark (?) to find items that match only one character at the middle or end of your search.
You can also Clone the provided views to create a customize list view. Find more information on list views here: Salesforce - List View Walkthrough
Queues
A Queue is used to assign a record to a bunch of Users. Cases are assigned to a Queue when we know which team will be responsible for resolving the Case.
Digital Learning
Queue | Notes |
|---|---|
IT/Tech Support | |
Systems & Data | |
Tier 1 Support | *Assign all requests to Digital Learning to this Queue—we will route to the correct team from there! |
Admin, Ops & Programs
Queue | Queue Email |
|---|---|
Academic Programs Queue | |
ELI Queue | |
Go Learn Queue | |
Lifelong Learning Queue | |
Osher Institute Queue | |
ProEd Queue | |
Registration & Information Queue | |
Return to the U Queue | |
Youth Education Queue | |
Youth Protection Services Queue |
Queue Considerations
When closing a Case the Case Owner must be assigned to a User, not a Queue.
Open a Case
When we need to open a Case on behalf of a user, create a new Case in Salesforce:
1) Navigate to Case object
2) Click ‘New’
3) Completed required fields & Save
Change the Case Owner
Accept a Case
Navigate to a Case record (click on the Case Number hyperlink)
Click the Accept button in the top right
This will assign you as the Case Owner in one click!
Change Owner
Change Owner from List View
Select the arrow menu on the record you want to Change Owner
Change Owner Button
Navigate to a Case record (click on the Case Number hyperlink)
Click the Change Owner button in the top right
Select the User or Queue to assign ownership
Check box to send email notification to new Case Owner.
Activity Feed Walkthrough
[Activity Feed, including Chatter, exerpt]
Find more information about the Activity Feed and Chatter here: [link]
Case Emails (Threading)
Close a Case
[Merge a Case]