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Setting up list view in a workspace

The list view displays filtered lists of records, such as All tasks, Open tasks, and My tasks. By setting up list categories and filtered lists, you help your agents quickly find the records they need to work on.

Agents use the list view to see records that they want to work on. To get to the list view, they click the list icon () in the navigation bar. When an agent clicks a record in list view, the record opens in record view.

Note: In a typical situation, if you click a field in a record in a list of records, that record opens. If the field is clickable (a reference, document ID, or URL), however, clicking it does not open the record. Instead, it opens the record or URL that the clickable field points to.

List types

The list pane in has the following sections:

Lists: Lists created by the system administrator that are visible to all agents. Includes list categories and filtered lists that system administrators can assign to agents by role or assignment group.
To learn what system administrators can configure in the Lists tab, see Set up list categories.
My Lists: Lists that are created by agents that are not visible to other agents.
To learn what agents can configure in My Lists, see Create a filtered list in a workspace.

What to configure in lists

Create list categories: Create categories for lists, such as All cases, My cases, and Open cases. You must create a list category before you can create a list filter. List categories are names only and not clickable. List categories do not appear unless they contain filtered lists.
Create filtered lists: Create a subset of all the records in the database, such as All cases, My cases, and Open cases. Filtered list names are clickable.
Highlight list fields: Highlight record fields in list view to call attention to them.
Speed up loading large lists: Remove the list pagination to improve the performance when loading large lists.
Create custom list operations: Use an action to create a button that performs a function on the records in the list. For example, you can create a button that assigns a selected record to an agent.
Set up field lengths for exports to Excel: Set up the maximum number of characters that are exported in condition fields to prevent the truncation of values.

Click the component to set up next.

List category—A name for a group of filtered lists. You must create a list category before you create a filtered list. The list category is not clickable.
Filtered list—A subset of the tables in the database. You must create a list category before you create a filtered list. If you don't create a filtered list, the list category will not show in the Lists tab.
Highlighted fields—Calls attention to fields in list view.

List view

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Setting up list view in a workspace

List types

The list pane in has the following sections:

Lists: Lists created by the system administrator that are visible to all agents. Includes list categories and filtered lists that system administrators can assign to agents by role or assignment group.
To learn what system administrators can configure in the Lists tab, see Set up list categories.
My Lists: Lists that are created by agents that are not visible to other agents.
To learn what agents can configure in My Lists, see Create a filtered list in a workspace.

What to configure in lists

Create list categories: Create categories for lists, such as All cases, My cases, and Open cases. You must create a list category before you can create a list filter. List categories are names only and not clickable. List categories do not appear unless they contain filtered lists.
Create filtered lists: Create a subset of all the records in the database, such as All cases, My cases, and Open cases. Filtered list names are clickable.
Highlight list fields: Highlight record fields in list view to call attention to them.
Speed up loading large lists: Remove the list pagination to improve the performance when loading large lists.
Create custom list operations: Use an action to create a button that performs a function on the records in the list. For example, you can create a button that assigns a selected record to an agent.
Set up field lengths for exports to Excel: Set up the maximum number of characters that are exported in condition fields to prevent the truncation of values.

Click the component to set up next.

List category—A name for a group of filtered lists. You must create a list category before you create a filtered list. The list category is not clickable.
Filtered list—A subset of the tables in the database. You must create a list category before you create a filtered list. If you don't create a filtered list, the list category will not show in the Lists tab.
Highlighted fields—Calls attention to fields in list view.

List view

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Setting up list view in a workspace

Setting up list view in a workspace

List types

What to configure in lists

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Setting up list view in a workspace

Setting up list view in a workspace

List types

What to configure in lists

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