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Using data views in a case life cycle

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Use data views to access and use data that is not directly stored in your case. As a best practice, you can associate a data view with a data relationship to capture the connection between your case and a data view. By connecting a data relationship with a data view, you make your application easier to maintain. For example, you can view the data model to understand the relationships between each case and data object and quickly find which fields you want to reuse.

Use a data view directly in your case

Use a data view without a data relationship to show a read-only list of all the available instances of a particular type of data. For example, you work at a veterinary office, and a pet owner calls to schedule an appointment for their pet. You open a case to record their information. The first screen displays a table containing a list of all the possible pet owners in your system so that you can search for the person who is calling. This example does not require you to define a data relationship because you are displaying a list of all pet owner accounts in your system that do not apply to the current case.

Use a data view with a data relationship in a case

Use data relationships to access related fields from other case types or data objects that you want to reuse in the forms of your case. The data view populates those fields with the required information by connecting to the data in the specified system of record.

Defining a data relationship with a data view is useful for updating data from your case or for capturing a one-to-many relationship between fields. For example, after you identify the person who is calling to schedule an appointment for their pet, you select the pet owner's account. The case displays fields that are populated with information that is specific to the caller's pet. In this example, you define a data relationship to the pet owner's account from the case so that you can reuse the fields from the pet owner's account in your case. Add a data view to the data relationship to store the information that you want to use in the fields of your case, such as the pet owner's name, the pet's name, and the date of the pet's last appointment.

Additionally, if the pet owner moves to a new address, you can update the address in the pet owner’s account from the case by using a data relationship.

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