Use colors to highlight list fields so that you can call an agent's attention to them.

Before you begin

Role required: workspace_admin

About this task

Highlighted list fields appear colored and optionally, have a leading bullet.

highlight list fields

The setup involves specifying the field that gets highlighted and the condition that triggers the highlighting.

Highlighting reasoning

Available colors are:

Highlight colors

Workspace does not support highlighting the following field types:
  • Reference
  • URL
  • Document IDs

Procedure

  1. Navigate to All > Workspace Experience > Administration > Highlighted Values and click New.
  2. On the form, fill in the fields.

    The Field value can be unrelated to the condition that triggers the highlighting. In the following example, if the Caller is Fred Luddy, workspace highlights the Priority field, not the Caller field.

    Condition and Field are different

  3. Right-click the header and click Save.
    You've specified the field where the highlights appear. Now, it's time to specify the conditions that trigger the highlighting.
  4. In Highlighted Value Conditions, click New.
  5. On the form, fill in the fields.
  6. Click Submit.

    In the following example, the highlighting was triggered on the Priority field because the priority value was critical.

    Highlight list fields

  7. (Optional) Click New on the Highlighted Value Conditions related list and create another condition for highlighting the same field.
    For example, highlight the Priority field that is associated with the Incident table when the Priority value is "critical," or when the Caller value is "Fred Luddy." The conditions are ranked according to the Order value. Workspace evaluates the lowest value first.

    Two conditions

  8. (Optional) Remove the highlighting from a filtered list that would otherwise have highlighting.
    When setting up highlighting for a table, all filtered lists that are associated with the table display highlighted fields unless you disable highlighting for specific filtered lists.
    1. In your workspace, click your profile image and then on the Settings menu, select Configure Workspace.
      Configure Workspace
    2. Click Configure List Attributes.
    3. In the Disable Highlighted Values column, either select the check box in the title bar of a list category to remove highlighting from all fields in the associated list category, or select the filtered list in each list category where you want to hide the highlighting.

What to do next

Set up the components in record view.