Understand Form Type Use Cases and Form Fields
Last Updated:What's in this article?
What are forms?
You can create forms in Boomtown to gather information tied to specific workflows or general forms to gather bulk information. For example, forms can be used to when creating Cases, collecting customer feedback, or diagnosis issues.
The type of form you create defines how the form will tie into specific workflows and interface in the Platform.
What are the different form types?
Each form type ties to different workflows and interfaces in the Platform. The table below outlines the different form types, the definition of this form type, and different use cases for this form type.
| Form Type | Use Case | Interface |
|---|---|---|
| Customer Acceptance | This type of form is used within the Customer Survey workflow and defines the fields on the Customer Acceptance Survey sent to Customers at the end of interactions | Survey within Customer Feedback Emails |
| General Form | This type of form is not tied to any automated workflows and comes with a public URL so you can capture information from anyone on the web | Public URL WebChat SDK |
| Issue Closeout | This type of form is filled out at the end of a Case workflow and triggered prior to a Case being resolved | Inside a Case |
| Issue Creation | This type of form is filled out at the beginning of a manual Case Creation to capture additional information before creating and assigning a Case to a team | Inside a Case SDK |
| Issue Diagnosis | This type of form can be assigned and filled out on a Case with the Add Form action to capture additional information on a Case | Inside a Case |
| Scope of Work | This type of form is embedded within our Toolbox application to guide field technicians through the work they need to perform onsite | Field Services Toolbox App |
| Technician Closeout | This type of form is embedded within the Toolbox application to guide field technicians and Project Managers though a closeout form prior to a technician completing onsite work | Field Services Toolbox App |
What field types are available when building a form?
When building a form, there are different field types available to customize your form fields to fit your needs. The different field types available to embed on a form are listed below with a description of what the field does.
| Field Type | Field Type Description |
|---|---|
| Checkbox | This field displays as a checkbox with text next to it |
| Date/Time Field | This field allows users to specify a date and time (format: dd/MM/yyyy hh:mm:ss) |
| Duration Field | This field allows users to define a duration of time HH:MM:SS |
| File Upload | This field allows users to upload a file to the form |
| Hidden | This field allows you to define or map information within a form or on a Case without requiring a user to choose an option (Example: If a user selects a specific option from a select list, you can set the hidden field to add a specific tag to the Case) |
| Multiple Select List | This field displays a select list of options and allows the user to choose multiple options from the select list |
| Number Field | This field allows the user to enter a number in the field and will return an error if the user types a non-numerical value in the textbox |
| Radio Group | This field displays radio button options for the user to choose from |
| Select List | This field displays a select list of options and allows the user to one options from the select list |
| Signature Field | This field displays a Signature field to capture a signature |
| Slider | This field displays a numerical slider for the user to choose from and allows users to define the slider's range (e.g. 0-10, 1-5, etc.) |
| Text Area | This field displays a large textbox for users to capture large blocks of text inputs |
| Text Field | This field displays a small textbox for users to capture small amounts of text inputs |
| Title Field | This field is used to display Title text within the form to create separate sections with title headers |
Can I link help articles in my form fields?
Within each form field editor, you can use the Help Link field to link any Platform knowledge article to a form field. This will display a icon to the right of that field on the form. When you click on the question mark icon, the system will open a new window with the knowledge article. This can be used to help guide a user through how to answer this question or find this information.
What do the forms and form fields look like?
To understand how forms look once built, you can click on the example General Form URL which displays an example of all the available form field types and displays the help link functionality: https://f.goboomtown.com/screens/forms/ZXJ5AL