Thursday, December 20, 2018

Case Saved Search that Displays Cases a Support Rep Escalated to a Specific Support Rep

To create the search, perform the following steps:

1. Navigate to Lists > Search > Saved Searches > New.

2. Select Case.

3. Provide a Search Title.

4. On the Criteria tab > Standard subtab, set the following:


System Notes : Field is Escalatee

System Notes : Set By is (Support Rep who escalated the case)

System Notes : New Value is (Support Rep to whom the case was escalated)

5. On the Results tab > Columns subtab, set the following:



Summary Type


Custom Label













System Notes : New Value



Escalated To

6. Click Save & Run.


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