Set Up Pinned Lists for Agents
If you’ve explored the Work with List Views unit in the Lightning Experience for Salesforce Classic Users module, you already know that lists are customizable views of similar records. Anyone can create lists to see records that match specific criteria, such as new cases created today from emails, cases closed last week, or cases owned by any clowns. Your team’s cases might not be owned by any clowns, but know that you could customize case lists to filter by that criteria if necessary.
Case queues—a team’s shared workload of cases—are also represented by lists. If you have automated case management, such as some agents are assigned to premium support, you can use lists to group those cases and make them easy to access. That’s where pinned lists come in handy.
For each console you create or customize, you can decide how lists appear to agents. Your agents may prefer a workflow where they scan case lists from the left of the screen, the top of the screen, or perhaps they don’t want to see lists on the screen at all. You can customize any console to include one of these three list options.
Customizing pinned lists is easy. In fact, you can do it in four simple steps. Read on!
We’ll assume that you’ve asked your support team this question: “How do you want lists to display in a console?” When you asked them if they found lists more useful on the left or top of the screen, the majority of agents said, “Left, because I read from left to right.” With this crucial information, we’re ready to customize console lists so that they boost the productivity of your support agents.
- From Setup, enter Apps in the Quick Find box, then select Apps.
- Next to the Sample Console, click Edit.
- In Choose List Placement, select pinned to left, and add a list width of 30%.
- Click Save.
You now know how to customize pinned lists in a console for your support team.