Page 6 - Email Support Playbook

Setting Your Preferences

SalesForce has great tools for helping us become and remain organized. Below you will find
suggested organization tools, how to use them, and how to customize them.

Case Views

In the „My Open Cases‟ tab, you will see a list of pre-determined fields. Your case
information is categorized in columns per the description of each field. Here are all of the pre-
selected fields in order:

If this looks very small to you that‟s because it is! There are so many fields in the pre-set
screen that, at a normal reading font, the fields take up more than a wide screen will allow.

Please take a moment to look at your „My Open Cases‟ tab and determine which of the pre-
set fields you do not use. Now let‟s set up a case view that does not include those fields.

Step 1: Create New View

Navigate to the top of the „My Open Cases‟ tab. Select „Create New View‟

First you will want to name your new view. Keep in mind, this name will be how you identify
where your cases are. The „My Open Cases‟ view will still be available in the cases drop-

down menu after your new view is created.

Step 2: Specify Filter Criteria

The second step to creating a new view is to specify your filter criteria. You will want to select
„My Cases‟ from the „Filter by Owner‟ selection. This ensures you will only see your cases.

To refine your view to only open cases, you will need to
„Filter by Additional Fields‟.

IMPORTANT!

 Under „Field‟ select „Closed‟ If you do not filter by additional
 Under „Operator‟ select „Equals‟, if needed fields, ALL of your cases (open &
 Under „Value‟ you will select „False‟ solved) will be listed in your new

view.

Clicking the magnifying glass icon will bring you to a pop out window. This window is where
you will select „False‟; click the „Insert Selected‟ button to close the pop out window.