How to i create a filter that include keyword in order to drop the case in the correct list view?
#List View
Hi @Edwin Wong
To create a filter that includes a keyword so that a Case record appears in the correct List View in Salesforce, here's how you do it:
Step-by-Step: Create a Keyword-Based Filter in a List View
1. Go to the Cases Tab
- In the App Launcher, search for and select Cases.
2. Click the Gear Icon → "New" List View
- Name your list view something relevant (e.g., "Billing Issues" or "Escalated Cases").
- Choose visibility ("Only I can see this list view" or "All users").
3. Set Filter Criteria
- Click "Add Filter".
- Choose the field where the keyword might appear:
- Subject
- Description
- Or any custom text field
Example:
Field: Subject
Operator: contains
Value: billing
This will include all Cases where the Subject contains the word “billing.”
4. Save the Filter
Now, only Cases containing that keyword (like "billing") will appear in this list view.
Important Notes:
- The filter does not "drop" the case into a list — it simply displays cases that match the condition.
- You can create multiple list views, each filtered by different keywords (e.g., "technical", "refund", "shipping").
- Use “Filter Logic” if you’re combining multiple keywords or fields.
Please refer this article for more understanding : https://help.salesforce.com/s/articleView?id=analytics.filter_logic.htm&type=5