View Case Lists

To show a filtered list of items, select a predefined list from the View drop-down list, or click Create New View to define your own custom views.To edit or delete any view you created, select it from the View drop-down list and click Edit.

If the Salesforce console is set up, view case lists by selecting Cases from the navigator tab (if Cases is available).

• Click Edit or Del to edit or delete a case.
• Click New Case or select Case from the Create New dropdown list in the sidebar to create a case.
• Select the box next to one or more cases and then use the buttons at the top of the view to close the cases, take ownership of them, or change the case status or owner.

Note Cases with a red arrow have been automatically escalated via your organization’s escalation rules.

Taking Ownership of Cases

To take ownership of cases in a queue, view the queue list view, check the box next to one or more cases, and then click Accept. Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations can grant additional access to cases beyond what the sharing model allows.

Note The org-wide sharing model for an object determines the access users have to that object’s records in queues:

Public Read/Write/Transfer

Users can view and take ownership of records from any queue.

Public Read/Write or Public Read Only

Users can view any queue but only take ownership of records from queues of which they’re a member or, depending on sharing settings, if they’re higher in the role or territory hierarchy than a queue member.

Private

Users can only view and accept records from queues of which they’re a member or, depending on sharing settings, if they’re higher in the role or territory hierarchy than a queue member.

Regardless of the sharing model, users must have the “Edit” permission to take ownership of records in queues of which they’re a member. Salesforce admins, users with the “Modify All Records” object-level permission for Cases or Leads, and users with the “Modify All Data” permission, can view and take records from any Case or Lead queue regardless of their membership in the queue.