Workflow enables you to create static lists, and dynamic smart lists which enable you to more easily search for, and manage your cases. Lists you create will display in these workspaces from the main menu:
- Find Cases: Select Find Cases from the main menu, and then select the Lists tab.
- Lists: Select Lists from the main menu, and then select the Lists tab.
Administrators also have the option to embed smart lists on case pages.
Workflow enables you to create lists, or static lists, which are a group of cases you choose. These static list do not change dynamically. We only display the specific cases that you add to the list.
A smart list is a list that Workflow updates dynamically, based on the search criteria you define. An example of a smart list is a list that returns all open cases. The list results will only include cases that are currently in an open state. When a case is closed, it will dynamically no longer appear in the list.
You can assign a case to any number of lists, and you can create as many lists as you need. When you open the Lists workspace, Workflow displays these tabs:
You can create, edit, view, delete, and export lists and smart lists. You can also view list results using a chart, and you can designate a list as a featured list that will appear at the top of a table of lists.
To access the Lists workspace, select Lists from the main menu.
Search for Lists
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Workflow provides multiple ways for you to filter your case searches from these workspaces:
Create New List
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After you conduct a New Search, Workflow displays the results in the Search Results collapsible panel. You can use the Save this List link from the toolbar to save the list for later use.
To save your custom list:
Enter your search criteria and select Search to generate results.
Select the Save this List link from the toolbar and Workflow opens a wizard.
Select either the List or Smart List option. List will create a static list, and Smart List will create a dynamic list.
Name the new list and add an optional description that will display under the name of the list on the table of lists.
Select which users will have access to the list.
If you are creating a smart list, click Finish to create the list.
If you are creating a static list:
Use the checkboxes to include or exclude cases from a static list.
Click Finish to complete the new list.
Workflow adds your new list to the list of existing lists in either the List or Smart List collapsible panels.