Problem: As a Customer Service Representative or Support Agent, I want to be able to quickly see a prioritized list of open Cases on an Account or Contact.
Solution: First, create a couple of lookup fields on Case. Then create 2 Lookup Helper Settings, each using the same child filter.
Fields
Create two Lookup Relationship fields on Case
Account
Contact
Lookup Helper Settings
Lookup for Account
Select Child Object: Case
Select Lookup Field: Click select next to the lookup relationship field to Account we created in the prior step.
Select child field on Case: Account ID (Account)
Select parent field on Account: Account ID
Create the child filter.
Next to Select Child Filter, click Add Child Filter to create a new child filter.
Choose ‘Status’ in the ‘Field to Match’ select list.
Choose ‘Not Equal To’ in the Operator select list.
Choose ‘Closed’ in the Criteria select list.
Click Submit to save the filter criteria.
Click Save to save the child filter.
Create a Setting Name, optional but recommended
Save and Run Setting
Lookup for Contact
Select Child Object: Case
Select Lookup Field: Click select next to the lookup relationship field to Contact we created in the prior step.
Select child field on Case: Contact ID (Contact)
Select parent field on Contact: Contact ID
Assign the child filter.
Select the child filter we created while creating the Lookup Helper Setting for Account in the previous step, since filters can be reused.