Viewing Cases
Case Agents will spend the majority of their time in the Cases tab. This article explains what you're seeing, and tells you how to control your view.
Viewing a List of Cases
| The side bar gives you a choice of views to help you focus on the things that are important. The default view shows new cases that have not yet been claimed (Unassigned Cases).
The numbers next to each view show how many records it contains. When displayed, the records are displayed in the form of a table. You can also click [New View] to create a custom view. When you do, you'll see a popup with three tabs:
When you save the view, you give it a name, and it appears in the list of views you can select. |
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Searching for Cases
When you put a value in the search field and click the magnifier , you get search results from across a variety of objects. You can also click on the down arrow to restrict the search:
Click the checkbox next to Cases and then click [Search] to limit the search results to Case records.
Case Colors and Priorities
In the case list, the cases are color coded:
all white - a new case - A new case is one that does not yet have an owner
all red - a critical open case - A critical case is a "Priority 1", shown as P1
- An open case is one that has an owner
all blue - a non-critical open case - P2 or lower, or the default P3 priority, as shown here
partial red - a critical case that is pending - A pending case is waiting on a response from the case submitter
partial blue - a non-critical case that is pending 
dark gray - a closed case.
Case Numbers
A number to the left of a case indicates the number of recent communications that have been received concerning that case.
A similar number occurs at the top edge of the screen. That value is the number of recent incoming communications for all cases. Click it to see a list of cases that received those communications, then click a link in that list to go to a case:
Working with a View
Clicking the down arrow next to the selected view presents you with a series of options related that view:
With those options, you can remove the view, edit it, export it's contents to a comma-separated values (CSV) list, or print the records.
Visiting a Case
You click on a case to view it. When it displays, the Case banner uses the same color coding that appeared in the Case List:
When done working with the case, click Return to List to go back to the Case List view:
(Since this particular case is in progress, rather than pending--or waiting on input from someone else--the banner displays with a solid color.)
Viewing the Case History
Below the case summary, you the Activity History -- a list of activities that have occurred for this case, with the most recent first. (The same information appears for any record in the system, in addition to records in the Cases object.)
Pinning a Case
When viewing a case, a case icon with a "pin" in it appears above the tabs.
You can now return to the case list or go to other tabs, and return to the case whenever you want by clicking that icon.
If you visit a different case, however, the case icon is replaced with one that points to the case you are currently visting. To keep the original case icon around, click the "pin" in the icon. Doing that fixes the icon so it stays in place, even when you visit a different case.
The image color then changes to reflect the case status, to distinguish it from temporary icons, and it contains an "X" instead of the pin. Click the "X" to remove the icon from the display area.
Connecting with Others Who Are Viewing the Case
When someone else is viewing a case that you are looking at, an alert pops up to let you know. When you click the down arrow next to the person's name, you can send a real-time "chat" message to that person, to help coordinate your efforts.
