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.
To save time, you can reuse dynamic views, which are standard forms that your application
automatically manages for each case type that you define. By default, the dynamic view
displays the fields in the contextual data model during different events, such as case
creation and resolution. You can edit a dynamic view to ensure that your case meets your
specific business needs. You can reuse the following default dynamic views:
- Create
- Prompts a user to provide information about a case, before processing the first step in the case life cycle.
- Edit
- Provides controls for modifying case information at run time. Applications display this view with the Edit details label.
- Review
- Presents case information to a user in a read-only format. Applications display this view with the Case information label.
To increase flexibility and efficiency of your application, you can create your own custom views, and then associate them with steps in your case type. For example, in your case view, you can include fields that are read-only, such as a case ID, and fields that a user fills out, such as personal details or a phone number.