Building forms for case types
You capture user input in a case by building forms. When you create, configure, and organize relevant fields in a form, you can clearly communicate to users the tasks that they need to perform to process an assignment in a case.
Create personalized forms by including single-value fields, field groups, and field lists. You can use simple fields that capture single pieces of information, for instance a name, surname, or a case ID. For more complex information, such as attachments or data references, include fancy fields in your forms. To categorize similar fields into one data entity, create field groups and field lists. When you build forms for your case types, you can save time by reusing existing elements, from single fields to complete forms. For example, you can reuse a field group to collect user's personal details, mailing address, phone number and email address, instead of creating each field separately. You can also embed a form that contains shipping and payment details that a user reviews in the final stage of a purchase order.
To meet your specific business needs, you can customize the forms that users complete. This includes adding new fields to your forms, such as single-value or field group fields.
- Adding single-value fields to forms
Collect specific information from users when they process a case by adding a single-value field to a form. For example, you can add a field that references a phone number to a form that prompts users to enter their personal and address details.
- Adding field groups to forms
Save time and create comprehensive forms for your case types by categorizing related fields in a single data structure. For example, you can capture the first name, last name, and address of a person in the Prospective Client form in a single field group, instead of several individual fields.
- Adding data references to forms
Enhance your case processing by providing users with a list of data records that they can choose from when they complete a form. By using data references, you integrate the data with the cases in your application.
- Adding field group lists to forms
To create comprehensive forms, you can categorize related values in a single data structure by adding a field group list to your form. For example, you can create a list of related fields to capture a job applicant's previous employers, and proposed employment start and end dates. Customer service representatives then complete the information when they advance the case in the hiring process.
- Reusing fields on forms
Save time and build forms that are convenient to maintain by referencing fields on other, existing forms. For example, you can reuse a field group to capture different user details on a new form, such as name, surname, mailing address and phone number, instead of creating separate fields for each item.
- Reusing forms
You can reduce development time and maintain consistent layouts between sets of fields in your case type by embedding forms in other forms. For example, you can prompt users to review their employment history by embedding their Work History form in a Confirmation form.