Time is money in all businesses, more specifically in a contact center. When a case is logged, the customer is provided with a case number. The customer can reference the case number when they call the contact center to check the status of a case.
In CRM 4.0, the customer service agent had to use Advanced Find to search for a case using a case number. Using the Advanced Find for an operation such as this is time consuming. The other option in hand was to hack the customization.xml to enable the customer service agent search for all cases (active, resolved, cancelled) using the ‘Quick Find’ feature.
The Out-of-Box ‘Quick Find’ feature is no different in CRM 2011 and CRM 2013. i.e. the user can only search for active records. But there is an ability to customize the ‘Quick Find’ view to search for all records.
Here’s how this is done:
2. On the view editor, click on the ‘Edit Filter Criteria’ link to modify the filter criteria. You will notice that the default filter criteria which is setup is Status = Active, which translates to searching active records only. Clear this filter criterion and publish your customization.
Now, set your default view to ‘All Cases’ and search for any case record. It should show up on the list view.