Sort a case view and save or reset its presentation

Sorting helps you decide what to review first without changing which cases belong in the result. Use it to bring a relevant date, customer or priority column into a useful order, then save the presentation only when you intend to reuse it. Core separates sorting, saved View state and the View definition. This procedure explains how to order work temporarily, maintain a reusable presentation with the right permissions, and recover an unwanted layout.

Choose which decision the order should support  ·  Confirm the result and the column before sorting  ·  Sort the current case results  ·  Save a presentation you intend to reuse  ·  Reset saved View state without deleting the View  ·  Worked example: prepare a weekly customer review  ·  Troubleshoot unexpected order or persistence

Choose which decision the order should support

A sort cannot make an overdue case appear if your filters, Agent or Queue selection exclude it. Check the population first. Likewise, a higher row position is not automatically proof of greater customer impact; interpret the selected field with the case’s service commitments and context.

Confirm the result and the column before sorting

1. Open Cases and select the intended View. Check the Agent and Queue selectors and any active column filters.
2. Identify what you need to review first, such as the earliest relevant date or cases for one account. Choose a visible column that supports that question.
3. If the needed field is missing, review the permitted columns and the View’s Ordering & Columns configuration with its owner. Some columns do not support sorting.
4. Note the current order and whether the View already has a saved state. On a shared View, coordinate any persistent presentation changes with the people who use it.
5. Check a known included case and a known excluded case when the result will drive an operational decision.

Your role and case access still determine what you can read. The View owner can maintain its saved state. Other agents need the applicable View-edit permission and an eligible global/team-owned View; being granted read access through sharing does not itself grant saved-state editing. Saving a presentation never grants access to otherwise restricted customer records.

Sort the current case results

1. Choose the header of a sortable column in the Case list.
2. Inspect the sort direction indicator and the first few values. Click the same header again when you need the opposite direction. For dates, verify whether the earlier or later value is now first; do not infer the direction from the name of the column alone.
3. Choose another sortable column to make that the current header sort. Core’s interactive header sorting uses one column at a time. It does not provide the older Shift-click multi-column procedure described in previous guidance.
4. Review the result and continue paging as needed. Sorting is applied through the list’s server-sorted result, rather than merely rearranging the already visible browser rows.
5. Leave the order temporary while investigating, or use the explicit save procedure below if it should persist. Ordinary header changes do not automatically overwrite the saved View state.

The header sort alternates directions; it is not configured as a three-click “ascending, descending, unsorted” cycle. If you want to return to a maintained saved/default presentation, use the relevant saved-state or View workflow below. Do not look for an old “clear sort” command that is not part of this procedure.

Save a presentation you intend to reuse

1. Confirm that you own the selected View or can edit its saved state. If you only have shared read access, ask the owner or an eligible editor to maintain it; keep your own investigation temporary. Check that the ordering, filters, grouping and columns are the state you want to keep.
2. Open View options, the gear control beside the View controls.
3. Choose Save this View’s state. A success message alone is insufficient proof of persistence: the current interface can say the state was saved even when a shared read-only View only accepts the change for the current tab.
4. Leave and reopen the View, or inspect it in a fresh permitted workspace, to confirm the intended presentation was retained.
5. If the actual selection criteria or properties should change, use Update this View and review the definition separately. A temporary header click is not that definition-editing action.

Keep frequently reused Views predictable. A weekly account-review View should open with the agreed scope and useful columns. A temporary investigation can use a different order without permanently changing what colleagues expect. Check any scheduled reporting use through its own setup and output; an interactive presentation test is not proof of a scheduled export.

Reset saved View state without deleting the View

1. Confirm that you own the View or can edit its saved state, then select it and open View options. If you only have shared read access, ask the owner or an eligible editor to perform the persistent reset.
2. Choose Delete this View’s state when it is offered. The action is shown when Core reports saved View state; its presence does not prove you can edit that state, and its absence does not mean the View itself is missing.
3. Read the Delete View State confirmation. An authorized persistent reset removes saved ordering, grouping, filters and columns for this View. This is broader than changing only one sort direction.
4. Choose Delete State only if you want that reset, or Cancel to keep the presentation.
5. Wait for the View to reload, then reopen it in a fresh permitted workspace and inspect the resulting configured presentation. The current interface can report that state was deleted even when a shared read-only user did not change its saved state. Verify persistence rather than relying on that message. Confirm the View still exists and its records match the intended criteria.

Worked example: prepare a weekly customer review

A support supervisor needs to review open cases for one strategic customer, identify commitments requiring action and then group the discussion by owner. The sequence matters: select the right records, order the work, and preserve a useful repeatable presentation.

1. Open the agreed customer View and verify its customer and open-work selection. Check the Agent/Queue scope and active filters.
2. Sort a relevant deadline/date column in the direction that puts the commitments you need to inspect first. Open representative cases to understand the actual service obligation; a blank or unexpected field needs investigation.
3. Use supported grouping separately when preparing an owner discussion. Check that the grouping has not obscured a case that requires action.
4. If this is the team’s agreed reusable arrangement, save the View state with the permitted action and reopen it to verify. Otherwise keep the investigation temporary.
5. Record each next action and owner in the normal case/task workflow. The row order alone does not assign work or notify anyone.

The result is a dependable review agenda built from the current authorized workload. It is not a new KPI definition and does not replace checking the underlying case evidence.

Troubleshoot unexpected order or persistence

Continue learning

• Build a View and choose its default behavior
• Configure View criteria, filters and columns
• Filter case views with custom fields
• Schedule a View and verify its report
• Choose the right support operations report