Get that “360 view” from any Salesforce object 🌍

The Problem:

Here’s the problem with related lists: they’re a list of records that are directly related to the record you are viewing. For example, when you look at a Contact record, you can see all of the Opportunities and Cases for that Contact at a glance. 

But what happens when someone is viewing or editing a Case for a Contact, let’s call him John, and there are other Cases open for John? When viewing the Case, you won’t automatically be presented with a list of all other Cases linked to him, and won’t know to attempt to help with those other Cases or at least acknowledge them. Most of the time those other Cases are missed and our customer, John, is left feeling like he’s not a priority. Worse still, what happens when a salesperson phones John about an Opportunity and doesn’t see those open Cases? John is highly unlikely to want to purchase anything from us when he’s experiencing issues with our products or services that we’ve not yet resolved. Wouldn’t it be better if the salesperson were pre-warned and prepared so the conversation went smoother and felt more personalised? 

So, we know that if you want to see all of the Cases for a Contact you can navigate back to the Contact record, but that’s a bit clunky and users in a hurry just don’t do it. If you want to make sure your users see a list of Cases in the Opportunity or Case screens you could write some custom code, in fact, that used to be your only option. Now, with Lightning single related lists you can take care of all these scenarios and more. All with a few clicks and NO CODE! 


The Solution:

Let’s start with ensuring our users can see a list of Cases for a customer from any Case record page: 

From a Lightning Case record page, click the cog on the top, right hand side of the screen and click “Edit Page”.

360 View 1

Drag the “Related List – Single” component onto the page. 

360 View 2

Next, configure what is displayed on the related list. Let’s start with the Parent Object. We want to see other Cases for the same Contact, so let’s change the Parent Record to the Contact (Contact Name). 

360 View 3

Then, select Cases from the “Related List” picklist. 

360 View 4

Save the page and click “Back” to see your results. 

360 View 9

Just like that, we have a list of Cases for that Contact! I’m using Enhanced Related Lists; this will let our users sort the records and put the open Cases at the top. 


What about our 2nd scenario, view all Cases from any Opportunity record? To achieve this we follow exactly the same steps.

From a Lightning Opportunity record page, click the cog on the top, right side of the screen and click “Edit Page”.

360 View 5

Drag the “Related List – Single” component onto the page. 

360 View 6

Next, configure what is displayed on the related list. Let’s start with the Parent Object. We want to see other Cases for the same Account related to the Opportunity we are viewing, so let’s change the Parent Record to Account (Account Name). 

360-view-7.png

Then, select Cases from the “Related List” picklist. 

360 View 8

Save the page and click “Back” to see your results. 

360 View 10


The Result:

✔ How well do you know your customer? Are there other Cases that an agent can solve? A list of Cases will help agents be more aware and mindful of other Cases they can support with.

Screen Shot 2019-08-13 at 17.01.03

✔ Avoid embarrassment! Check the Cases before progressing the Opportunity.

Screen Shot 2019-08-13 at 12.58.33


Gotchas & hints:

*If you want to really make those lists super useful, consider filtering them so they only show open Cases. Douglas Ayers blog has an excellent post on doing this without code.


Resources:

Salesforce Help: Related List – Single

Douglas C Ayers: Filter Related Lists without Code


2 thoughts on “Get that “360 view” from any Salesforce object 🌍

  1. Thanks for the tips. I have created one for Opportunities from Parent account inside the related list so our teams can see what is going on at global level. Would love to be able to do it the other way around to display Opportunity links for Child accounts in the parent account. Any idea how to make this happen?

    Liked by 1 person

    1. That’s great Rebecca, Glad you’ve found this useful. In answer to your question there are a few steps to go through to show a related list of Opportunities for Child Account on the Parent Account. I will write this up as a full blog post later in the year but in the meantime here’s what you need to do.
      1) Create Lookup field on the Opportunity object. Call it something like Opportunity Parent Account
      2) Ensure that you configure the field to show as a Related List on the Account
      3) Create a Process Builder or Workflow to populate the Opportunity Parent Account with the ID of Opportunity Account’s Parent Account

      Now that you’ve done that, any new Opportunities will be appear on the Related List of the Parent Account. For legacy data you will need to bulk update the Opportunities with the IDs. There are a few ways to do this. This is how I like to do it.

      1) Create an Opportunity Report. Include the fields for AccountID, Opportunity and the ParentAccountID and download the results
      2) Run a Data Loader to update the Opportunity records

      Let me know how you get on

      Liked by 3 people

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