Build views that turn case data into an action list

A view is a reusable way to select and present cases. Use views to turn a large backlog into a specific decision: what needs a response, what is at risk, or what an account owner should review this week. In B2B support, the most useful view combines customer context with a clear next action.

Choose one operational question  ·  Access and scope  ·  Create and test a view  ·  Understand what you are saving  ·  Set or reset your personal default view  ·  Use the view consistently  ·  Build a working view for a weekly customer review  ·  Diagnose a missing case one layer at a time  ·  Troubleshoot unexpected results

Choose one operational question

Start with the decision, then build the view. A view called “Cases to review” is ambiguous. “Open cases for the weekly account review” tells readers which records belong and why.

These are recommended designs, not predefined filters or universal defaults. Available fields depend on your configuration.

Access and scope

Your role controls view editing, reporting access, and whether you can manage shared or global views. The records shown still follow your case, team, and division access. Sharing a view does not grant access to otherwise restricted cases. Use the same intended role when validating a shared view.

Create and test a view

1. Open Cases. Check the Agent, Queue, and View selectors so you know your starting scope.
2. Choose Add a View or the available New View action. Give the view a name that describes its purpose and intended users.
3. In the view editor, use the applicable tabs such as Cases, Fields, Activities, Surveys, Assets, Companies, and Contacts to define the selection. Do not add a filter just because a field is available.
4. Use Ordering & Columns to choose the information needed to make the decision. Put the most consequential columns early: owner, state, priority, deadlines, and customer context as appropriate.
5. Review the View and Properties tabs, including the view type and sharing scope. Use the save action available to your role.
6. Open the saved view. Check a case you expect to match and one that should not match. Inspect active column filters and selector scope if the result differs.

Understand what you are saving

Ordinary grid changes apply to the current session until you explicitly save the state. Saving that state persists it only when you can edit the view; otherwise it applies to this tab. Saving a list’s state and updating a view definition are different actions. After either action, leave and reopen the view to verify the result you intended.

Set or reset your personal default view

Choose the list you should see when you start work. This is useful when your normal responsibility is a particular queue or operational review, while preserving the reusable view definition for everyone who uses it.

1. Open Cases and choose the gear labelled Case list options.
2. In List defaults, open Defaults.
3. Under Default view, choose the intended accessible case view. Only eligible views you can use are offered; a missing choice may require a review of sharing or permissions.
4. Choose Done to close the options and apply the preference.
5. Return to the normal Cases starting point or sign in again at a suitable time and confirm the intended starting view. Check Agent and Queue as well as the view name.
6. To reset the starting choice, select My assigned cases in Default view and choose Done.

This preference belongs to your agent profile. It does not update the shared view’s criteria, columns or sharing scope. Team Cases and other choices still require their applicable case access. If the selected view later becomes unavailable, review the saved default and choose an accessible alternative instead of widening permissions solely to restore a convenience setting.

Use the view consistently

• Agree what the view means before using it in a team meeting. Record whether it includes closed cases and which customer or team scope it represents.
• Keep an operational view short enough to act on. Put detailed analysis in a separate view instead of adding every column to the daily queue.
• Review bulk selections before a transfer, status change, response, merge, or close operation. A filter can hide records you were previously considering.
• Use Export to PDF or Export to Spreadsheet for a snapshot. A downloaded file no longer reflects later case changes. Protect exported customer information appropriately.
• For repeat distribution, configure a scheduled data view and verify both the export and its recipients.

Build a working view for a weekly customer review

Start with the question: “Which open cases for this customer need a decision or update at our weekly review?” The output should help people take action. It is not intended to contain every field or substitute for reading the case history.

1. Open Cases and check Agent and Queue before editing. If the surrounding selector scope excludes part of the customer’s work, a perfectly correct customer filter can still appear incomplete. Use the scope your role permits and your review requires.
2. Choose Add a View/New View and name it for the task, for example “Weekly account review — open customer cases.” Select the applicable case view type.
3. Use the customer/company criteria exposed by the editor to select the intended organization. Review status criteria so resolved work is included only if the meeting requires it. Add one condition at a time and explain its purpose.
4. In Ordering & Columns, prioritize identifiers and decisions: case ID, subject, company/contact, owner or queue, status, priority and relevant service information. Use available fields that are maintained reliably. A “next action” buried only in prose cannot be assumed to exist as a structured column.
5. Save the definition, open the result and find a known matching case. Then check a case that should be excluded. If either is wrong, inspect the criteria and surrounding selectors before adding more filters.
6. Share the view only with its intended users through the supported scope. Ask a representative colleague to open it; their permissions still affect which records they see. Record the purpose so later editors know what a change could disrupt.
7. During the meeting, open the cases requiring a decision. Record actions in the actual case/task workflow. Use an export as a dated agenda, then check live changes before making a promise.

For daily triage, create a separate view centered on the team’s waiting work and deadlines. Combining account review, individual productivity and every escalation into one list usually makes each decision harder.

Diagnose a missing case one layer at a time

Suppose a colleague can see a case in a shared view but you cannot. First open the exact case ID directly. If access is denied there too, the view is not the cause. If it opens, compare your Agent and Queue selectors, the saved view definition, and active grid filters. Finally compare case values with the criteria: a case moved to a different queue may correctly leave the list.

When columns or filtering revert, distinguish editing the view definition from saving its current list state. Reopen the view after saving to test the behavior. Avoid changing a shared definition to repair a temporary personal filter; other users and scheduled reports may depend on that definition.

Troubleshoot unexpected results

Continue learning

• Configure view filters, fields, and columns
• Schedule data-view exports
• Interpret scorecards and KPIs
• Work a case to resolution