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.
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