Skipping forms to collect information before case processing
Speed up case creation and provide flexibility for your cases by skipping the Create dynamic view. When you need to capture user input as a part of case processing, you can skip the Create dynamic view. In that scenario, the case enters the first stage immediately, while users provide information during case processing. Then you can create the form to collect information from users to precisely meet your specific needs.
The Create dynamic view displays all fields that your application associates with the case data model. The application starts processing a case after users, such as customers, complete the fields in the Create dynamic view. When you need to display the fields in two columns, or when the data model contains fields that only customer service representatives use, you can customize the Create dynamic view.
In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
In the case working area, click the Settings tab.
In the settings properties panel, click General.
In the Behavior section, select the Skip 'Create' view when users create a new case check box.
The next time that you create a case type instance, the case skips the Create form and moves directly to the first stage in the case life cycle.
- Configuring views for cases
Display relevant information and gather data from users by creating views for cases and associating the views with case types. When you create views, you decide what fields the users see and how they interact with the fields as the case moves towards a resolution.
- Forms and fields
A form is a view of your data. The fields on a form store user input that can include single-value fields, a group of values, or a list of values. After you create a form, you can associate it with an assignment or approval step in the life cycle of a case.