Use Case: Ability to show Count of Cases and whom they are Escalated To and to be able to drill down on the Escalated To field to see detailed results
Create a Saved Search by following these steps:
1. Navigate to Lists > Search > Saved Searches > New.
2. Select Case.
3. Provide a Search Title.
4. On the Criteria tab > Standard subtab, set the following:
—System Notes : Field is Escalatee
5. On the Results tab > Columns subtab, Add the fields you want, in particular add:
Number – with Summary = Count
System Notes: New Value – with Summary = Group
Escalated To – with Summary = Group, Custom Label = Escalatee
6. Click Save & Run.
Now when viewing the results a user can confirm the grouped Escalated To field matches the grouped Escalatee field and they can drill down into the grouped Escalatee field to see detailed results