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Initializing data at case creation

Updated on May 11, 2022

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 relevant offer. Loading data automatically for a new case saves time for citizen developers and for customers.

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.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. On the Settings tab, click Data initialization.
  3. 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 figure:
    Selecting a field to prepopulate at case creation
    Active channel selected in a drop-down list of relevant fields on the Data initialization landing page.
  4. Click the Choose source type icon, and then select the source of the value for the field:
    Manually enter the value for the field
    1. Click Enter text, as shown in the following figure:
      Selecting manual text entry for a field
      The Enter text option selected in a drop-down list of source types for a field on the Data initialization landing page.
    2. In the Enter text value field, enter the text that you want to use as the field value.
      For example: To set the label for all new cases of the case type to the name of a sales campaign, enter August 2021 Sales.
    Use the value of another field
    1. Click Another field.
    2. In the Select field list, select the field whose value you want to use.
  5. Optional: To initialize an additional field, click the Add row icon, and then repeat steps 3 and 4.
  6. Click Save.
  • Initializing data at case creation in Dev Studio

    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.

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