To configure this feature:

1. Ensure Configuring Service Center is complete.
2. Navigate to Admin > Users & Groups > Permission Sets.
3. Select the appropriate permission set.
4. Select the Objects tab.
5. Grant the following permissions:

   Object	Object Permission	Object Types	Fields	Field Permission
   console_application_settings__v	R	All applicable object types	all_active_cases_columns__v	Read
   case__v	CRE	account__v	case_owner__v	Read Edit permission is required for case reassignment.

6. Ensure end users have the required Tab and Page permissions:
• Select the Tabs tab
• Ensure View permission is enabled for the Service Center tab collection
• Select the Pages tab
• Ensure View permission is enabled for the Service Center page
7. Optionally, configure the column headers for the All Active Cases grid view:
• Navigate to Business Admin > Objects > console_application_settings__v
• Select the appropriate Service Center record
• Enter case__v field API names in the All Active Cases Columns field in the order they should display, separated by double semicolons. For example, case__v.fieldname1__v;;case__v.fieldname2__v;;case__v.fieldname3__v
• Select Save

Default All Active Cases Columns

If the All Active Cases view's columns are not customized, the following columns display by default:

• Case Number
• Case Owner
• Subject
• State
• Severity
• Queue
• Account
• Product
• Category
• Sub Category
• Type
• Created Date
• Last Modified Date

The All Active Cases view displays cases in the New, Open, Pending, On Hold, Escalated, and Solved states. Closed and Canceled state cases are not displayed in this view.

To access the All Active Cases view:

1. Navigate to the Inbound tab in Service Center.
2. Expand All Views in the left-hand pane.
3. Select All Active Cases.

Viewing and Filtering Cases

Cases are sorted in descending order by Case Number by default, ensuring newest cases are displayed first.

• Select the Case Number link to open the case in a new tab
• Select the Filter icon corresponding to each column to apply a filter to the displayed cases. Multiple columns can have an active filter. Only cases that match all applied filters display.

Previewing a Case

Select a case row, other than the Case Number link, to open the Case Summary panel and display the corresponding Case Detail fields. The displayed fields can be customized via the Preferred Case Details field, see Displaying Preferred Case Details for more information.

The Case Summary also displays the following sections for a quick summary:

• Latest Activity - The three most recent timeline entries associated with the case
• Account - Information via the associated Account record

If granted the necessary permissions, Service Center reps can update the Case Owner for cases individually or in bulk to help with work redistribution to ensure cases receive the attention required.

Updating a Case Owner to Another User

To update a Case Owner to another user:

1. Navigate to the Case Inbox tab > All Views > All Active Cases.
2. Select the checkbox for each case.
3. Select Reassign Cases.
4. Select the new Case Owner in the Search User modal.
5. Confirm the reassignment.

Assigning Yourself as the Case Owner

To assign yourself as Case Owner:

1. Navigate to the Case Inbox tab > All Views > All Active Cases.
2. Select the checkbox for each case.
3. Select Assign to Me.
4. Confirm the reassignment.