What is a View?

Cases Views are built to help teams manage their active work and organize all their cases into distinct workstreams. They also give supervisors visibility into the recent, and upcoming work across teams. Views are not meant to be a reporting tool.

What Data is Included in Views?

1. Views only include Cases that have been updated in the 12 months. Cases that haven't been updated in 12 months are still available via Search, Reports, and Dashboards, but are excluded from Views in order to increase performance and reduce load times.
2. Each View can only contain 1,000 Cases at a time (i.e. you can only paginate through 1,000 Cases). If a View has more than 1,000 Cases, it will show the first 1,000 Cases based on the Sort Order that the View has set. A user will not be able to browse past the 1,000th Case. If you have more than 1,000 Cases in a View, users will see “1,000+” in the count at the top.
3. If a View is Grouped By a specific field, each Group can contain 1,000 Cases and will show 1,000+ as the count for each Group.  
4. If you search for a Case using the search bar that appears in the Cases tab, it searches within your currently selected View. This search will search Cases from all time in that View and not just Cases updated in the past 12 months.

Views Best Practices

If you run into a scenario where you have more than 1,000 Cases on a single View, it is best practice to add additional filters on your View to limit the Cases to only what you are going to use for active work. An example is to exclude Status = Closed or filter to a specific Owner Team. You can also split this single View into two Views for added granularity. 

Note that all of your Oganization's data is available view Search, Reports, and Dashboards. If you need to pull historical data, you can set up custom Reports or custom Dashboards to query, visualize, and export your data.