---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Search and filter lists

# Search and filter lists {#ariaid-title1}

Release version: Brazil  
Updated October 27, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Agents can search and filter records in lists in CRM Workspace. Agents can also sort and group records.

## Before you begin

Role required: admin

## About this task

Agents can use features in the record list header to do the following:

* Search the list
* Select fields and values to filter the list
* Select one or more fields to sort the list
* Select the field that is used to group the records in the list
* Enable filtering with related lists

{#csm-config-ws-search-filter-lists__ul_fhy_31q_h4b}

Using the conditions panel, agents can set conditions from the record list header to filter, sort, and group records in a list. Agents can select Filter, Sort by, or Group by to display the conditions panel.

## Procedure

1. Open a customer service case.
2. To search a list of records:
   1. Select the Search icon in the record list header to display the search box.
   2. Enter a search term in the Search field and press Enter.  
      The list is filtered to display only those records that meet the search criteria.
   {#csm-config-ws-search-filter-lists__substeps_khx_5tt_1lc}
3. To clear the list search:
   1. Select the Search icon in the record list header.
   2. Select Clear.
4. To filter a list of records:
   1. Select Filter in the record list header to display the conditions panel.
   2. Select a Field, an Operator, and a Value.
   3. **Optional:** Add additional fields to the filter by selecting either OR or AND and repeating the previous step.
   4. Select Run.
   {#csm-config-ws-search-filter-lists__substeps_enf_ztt_1lc}
5. To sort a list of records:
   1. Select Sort by in the record list header to display the conditions panel.
   2. Select a Field on which to sort.
   3. Select the Sort by icon next to the Field and select ascending or descending.
   4. Select Run.
   {#csm-config-ws-search-filter-lists__substeps_egr_kyt_1lc}
6. To group a list of records:
   1. Select Group by in the record list header to display the conditions panel.
   2. Select a field in the Group by field.
   3. Select Run.
   {#csm-config-ws-search-filter-lists__substeps_bbf_gzt_1lc}
7. To clear the filter, sort, and group conditions:
   1. Select Filter, Sort by, or Group by to display the conditions panel.
   2. Select the Remove icon next to the condition.
   3. Select Run.
**Related tasks**   

* [Create a customized list of records](https://www.servicenow.com/docs/~Yf20AoB__EOtB~Ga7Lx1Q "Agents can create a customized list of records in CRM Workspace.")
* [Manage customized record lists](https://www.servicenow.com/docs/oPRoyMoNdrlFilQKGjp6hQ "Agents can manage the customized lists of records that they create in CRM Workspace. This includes saving a copy of a list, renaming a list, sharing or deleting a list, and opening a list in a new tab.")