Service Cloud: Save Query as Default for Page Layout / Business Role

[DAcker]

Hello all, 

is it possible as administrator to save a query, e.g. query XX for the ticket list, and use it as default query for a certain page layout or business role? 

I want to assure that the certain ticket list filter is used by the whole team. But, if I adapt the master layout and change the standard query for showing the ticket list (Service - Tickets - Advanced Search- Organize Queries), the other users dont have the same default query. Only my admin user itself sees the default query. Other users can see the query XX, but dont have the same default setting... 

Is this an issue due to personalization? Is it possible to overwrite the personalization?

Thanks for help!

Best regards,
Deborah

[DAcker · Accepted solution]

I did found a part of the answer myself...
Unfortunately, I did test it with a user that has personalized the ticket list screen. Therefore, the default query did not show up. If we deleted all personlizations, the default query maintained in the master layout was visible. 

Default query for a page layout is not possible. Error message is coming up - unfortunately.

But still the other part of the question: 
Is it possible to overwrite existing personalization?

[Vibhuti_Dabral]

Hi DAcker,

I don't have access to Service cloud systems but I have experience on CRM on-premise systems.

Users personalize their view of the UI based on their daily tasks. I don't think SAP provides functionality of overwriting user screen personalization over the default query, unless you go for the option to delete personalization settings of one or more users.

However, if you are planning to delete the personal view settings of all users, try to provide some notifications beforehand, to keep end users informed.

Hope this helps.