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Generate case documents while processing cases (8.4)

Updated on May 3, 2021

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
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.

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