As a Case Manager, you may need to locate a specific case or focus on a subset of your team's workload. The agent workspace includes powerful search and filtering tools that help you quickly find the cases you need.
This article explains how to search for cases and use filters to narrow the case list.
Search for cases
- Use the Search box at the top of the case list to find cases.
Depending on your permissions, you can search using:
- Case number
- Employee name
- Keywords or phrases
- Natural language descriptions of the request
For example, instead of remembering an exact case title, you can search for phrases such as:
- "Payroll issue"
- "Annual leave"
- "Laptop access"
Search looks at the meaning of your query as well as matching specific words, helping you find relevant cases even when different terminology is used.
Search by case number
- Enter the case number (if you know it) directly into the search box.
Searching by case number is the quickest way to locate a specific case.
For example:
- HR0000001234
- PAY0000010045
Filter the case list
Filters help you focus on specific groups of cases.
To apply filters:
- Select Filter.
- Choose one or more filter values.
- Select Apply.
The case list updates immediately to display matching cases.
Combine filters
You can apply multiple filters at the same time to narrow your results.
For example:
| Goal | Example filters |
| Review urgent payroll work | Team = Payroll, Priority = Critical or High |
| Monitor service levels | Team = My teams, SLA status = At risk or Breached |
| Review unassigned work | Team = My teams, Assignee is empty |
| Review waiting cases | Status = Waiting |
Combining filters helps you focus on the cases that require immediate attention.
Save frequently used filters
If you regularly use the same combination of filters, save them as a view instead of recreating them each time.
For more information, see Create and manage views.
Clear filters
To return to the full case list, clear all active filters.
Removing filters doesn't affect your saved views or change any case data.
Best practices
To find cases more efficiently:
- Search by case number whenever possible.
- Use broad search terms before refining your search.
- Combine filters to narrow large result sets.
- Save commonly used filter combinations as views.
- Clear filters if expected cases don't appear in the results.
Troubleshooting
| Problem | Resolution |
| I can't find a case. | Check whether active filters are excluding it, then broaden your search terms or search by case number. |
| Search returns too many results. | Apply additional filters to narrow the results. |
| Search returns no results. | Confirm you have permission to access the case and check the spelling of your search terms. |
| I can't see a team's cases. | Confirm you're assigned as a Case Manager for that team or have another role that grants access. |