Increase the efficiency of customer service and minimize the need for customer
input by initializing data for new cases. As a result, your application preloads
information that you might need at run time, such as location, and uses it to complete
the fields when a case starts. For example, a case type for a mobile application that is
available in only one city can use that city as the default location to provide a
Loading data automatically for a new case saves time for citizen developers and for
Before you begin: Ensure that you mark as relevant the fields that you want
the application to preload whenever the system creates a new case. For more information,
see Marking a record as relevant.
You initialize data for a case type in App Studio by authoring a data transform in the case type settings. A data
transform passes data from one field to another. For each field that you want to
prepopulate in the Create stage whenever you create a case, you either
set the value manually or select another field as the source of the value. To configure
more advanced data transforms, you can switch to Dev Studio
directly from the Data initialization landing page.
In the navigation pane of
App Studio, click Case types, and then click the case type that
you want to open.
On the Settings tab, click Data
In the Data initialization section, in the
Select field list, select the field for which you
want to set the value at case creation.For example: Select Active channel, as shown in the following
Click the Choose source type icon, and then select the
source of the value for the field:
Manually enter the value for the field
Click Enter text, as shown in the
In the Enter text value field, enter
the text that you want to use as the field value.For example: To set the label
all new cases of the case type to the name of a sales
campaign, enter August 2021
Use the value of another field
Click Another field.
In the Select field list, select the
field whose value you want to use.
Optional: To initialize an additional
click the Add row icon, and then repeat steps 3 and 4.
Automatically load data for a new case by configuring data initialization for a case type. For example, a mobile application uses a customer's location data to provide products that are available in the customer's area. As a result, customer service is more efficient because the customer does not need to manually provide additional information each time they use the app.