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Good morning. I am new to managing our CRM product at the company that I work for, so I am still learning a lot about CRM and the technical part other than just being an end user. With that being said, I have a question...
A current user came to me and said that in the past when they selected a certain View, such as Resolved Cases, they would then do a search in the Search for Records field (then click on the magnifying glass) and it only searched those in the Resolved Cases View. However, now they are saying when they do a search it is not pulling all of their Resolved Cases. In doing research I found that it is pulling from Active Cases, even though we selected the View of Resolved Cases. I am not sure exactly what happened or how to fix it, so I am reaching out to those more experienced to see if you can help and provide some guidance. My IT contacts swear that this search field will only search a "default view which must be Active Cases". This just doesn't make sense to me as a user because then what is the point of having these View options available and the current user swears they have always done it this way.
Thank you so much for any assistance and guidance you can provide.
My understanding is the quick search fields searches all active records the user has access to and ignores the view.
Thank you for your response!
Is there any change to the fact that "quick search fields searches all active records the user has access to and ignores the view"?
Has there been any changes in recent rollups. I just looked in my CRM online 30day trial and it looks like this is still the case.
If you are using the web client, searches cover all active records (but this can be configured by adjusting the quick view settings on the entity). In the Outlook client, searches are limited to your current view I believe.
In the web client, the current view is ignored and it searches whatever is defined in the "Quick Find" view for that entity. Most (but not all) of these out of the box are filtered for all Active records. It also returns the columns specified in this view, not the originating view.
In the Outlook client, it searches the current view - or at least it did up to UR12. For some reason, some people said it was confusing that they did not work the same way so this got changed to match the web client behaviour, rather than leaving people the choice of where to search to get the behaviour they wanted.
If you are using windows updates to deliver software updates, it is likely your Outlook client has been updated to UR12, even if your organisation has not been (if you using CRM Online, the "server" end will be UR12 as well by now).
As to why the views are still useful, if a user chooses a view and then hits "Advanced Find", the filter and columns are inherited from that view, in other words it is used as a starting point for their query. This means the user can often add only one or two simple things to their query to get what they wanted eg Name = ... or Account Number = ...
Hope this helps. Adam Vero,
MCT, MCTS:CRM 4.0, 2011
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