The Cases screen is where you can get a quick look at your cases, such as status or schedule updates, and click into each one to work on them. You can customize the Cases screen by adding and removing columns, moving them around, or applying filters and sorting.
Add and Remove Columns
The gear icon allows you to add and remove columns based on how each user wants to set up their all cases screen.
Both the All Cases and My Cases tabs are customizable separately to your personal preferences.
These sections allow you to add, remove and reorder the columns:
You can remove columns by selecting the check mark next to each column; however, if you want to keep a column but reorder, they can select the name of the column and move the column up or down, which will move the column from left to right on the screen and vice versa.
The selections at the bottom are columns you can add to your screen by selecting the box next to each selection. Once checked, you can reorder the columns to your preferred order.
Recommended Columns to Include
Having the follow-up column listed allows you to see when to follow up with a customer. If you have multiple cases in progress, this helps you prioritize which cases to work on next. There are three follow up time indicators to give you a visual cue:
- Green – You have 1 hour to follow up
- Red – Overdue
- No color – you have more than 1 hour to follow up with the customer
This column is another to always have listed. It gives you quick information on each case.
See an icon you are unfamiliar with? The legend at the bottom of the screen tells you what each icon means.
To learn more about customizing your column layout, watch this video:
Filter by Date Range
You can customize the Cases screen by date to see cases from 2 days ago, this week, this month, or between a specific date range. For example, a rolling 7 days, a rolling 30 days, etc.
To filter by date range, click the link indicating a date range to the left of the gear icon in the Cases toolbar. Select an option and enter any necessary options, then click Save Changes. To select calendar dates, click the calendar icons.
Sort and Filter by Individual Columns
You can also customize the Cases screen by sorting and filtering individual columns.
To sort your list by a column, click the column heading. If it appears as a link, it's sortable.
Selecting the Date column, for example, allows you to see the newest cases at the top of the list. Selecting Date again reverses the sort order so you see the oldest cases at the top.
To filter your list by a column, click the funnel icon next to the column heading, select the values you want to keep, and click Save.
When you apply a filter, the filter icon for that column appears yellow.