Generate case documents while processing cases (8.4)

To save time and increase the automation of your business processes, you can now generate case documents by adding a Generate document step to your case types. For example, in a job application review case, you can automatically generate a document that includes information that is provided by a candidate, such as personal details, working experience, and the review process result. 

You can ensure that a document includes all relevant information by creating a document template. You provide data for a document template by inserting dynamic tags that your application populates with information that is specific to the case, for example the case ID and date. You create the templates in a word processor, save them in the .docx file format, and then upload them to your application. The output document reflects any styling that you apply, for example, a font size. To further customize your document, you can include the following dynamic elements in your templates:

• Fields from a case data model
• Attachments
• Views
• Correspondence

The following figure shows the window in which you can search for and copy tags into your template:

Selecting tags for a document template

For greater flexibility, you can set various formats for certain dynamic fields, such as a date or currency.  

After your application generates a document, users can view and download it in the Recent content section of the case portal.

You can quickly locate problems with tags in a template by checking the generated document for inline error messages. For example, a message might inform you about inserting an incorrect tag.

For more information, see Generating case documents.