Creating Views in Service Cloud - dummies

Creating Views in Service Cloud

By Jon Paz, T. J. Kelley

When you click into a tab in Salesforce to access a specific object (for example, Accounts, Contacts, or Cases), you find yourself on the object home page (for example, the Cases Home page if you select cases, as shown).

The Cases home page.
The Cases home page.

You see some larger, delineated rectangles on the Recent Cases, Reports, and Tools page. However, the first place your eye should land is the View drop‐down at the top of the page.

When you navigate to the Cases tab, this View drop‐down defaults to the My Open Cases option, as shown in the preceding figure.

This exists on all object tabs in Salesforce and allows you to choose various views in list form, appropriately called list views. Each tab has a default list view that the page brings up when you first arrive. To change to a different view, you just need to make a new selection in the drop‐down list.

After you’ve made a choice, the page refreshes and displays the list view you’ve chosen. If you choose My Open Cases, you see a list of all cases that you’re assigned to that are currently open issues, as shown here.

The My Open Cases list view.
The My Open Cases list view.

Here are some of the default options available on the Cases home page:

  • All Closed Cases

  • All Open Cases

  • My Cases

  • My Open Cases

  • Recently Viewed Cases

List views provide a quick, easy means of locating important records in the system. As mentioned, Salesforce provides a few useful options for you out of the box, but to realize the full potential of list views, you should create custom list views to display the records that are most important to your day‐to‐day activities.

For example, if you have a 72‐hour service‐level agreement (SLA), you should create a custom list view to display your open cases with the oldest created open case displaying at the top. Additionally, if you handle cases with multiple different priority levels, it may be worth creating a separate view altogether for high‐priority cases.

Although very simple, custom case list views can be a huge timesaver as you manage your daily or weekly caseload.

To begin creating your own custom list view, click the Create New View link next to the View drop‐down. You see the Create New View page. In Step 1 of the Create New View page, choose a name for your new view and proceed to the following sections to learn more.

The Create New View page, Steps 1 and 2.
The Create New View page, Steps 1 and 2.