Case Forms

Enable users to capture additional information about customers, their issues, and their interactions with customers

A Case Form is a group of fields associated with the Responses Form report. A Case Form enables you to capture additional information about respondents, their issues, and the interactions between users and respondents. If a Case Form is associated with a survey record (such as when the survey triggers an alert), users can see and edit that Case Form when they open the survey record on the Responses Form. When users update the record, the Activity log on the report lists what fields were updated.

Implementing Case Forms allows for teams to focus on process improvements, which are more efficient and effective when they combine frontline diagnoses with customer feedback. Case Forms provide better data that requires less time to analyze and allows the team to spend more time testing innovations.

Because Case forms help users diagnose and resolve customer issues, the functionality is closely associated with the Closed loop feedback process. As part of this process, Case Forms supplement the alert mechanism by providing a way for users to document details about the issue (such as its root cause) and what was done to remedy the issue. When the time is right, users can close an alert directly from the Case Form.

Accessing Case forms

To use Case forms, roles need Manage Case Forms permission under the Alerts section listed in Administrative permissions. For more information, see:

To access To access Case Forms, click the Automations tile under the Take Action section, and select Case Forms>

Select 'Case Forms' from the Automations tile under Take Action section.

Case Forms screen

On the Case Forms screen, view the name, form type, date last modified, and user who last modified each Case Form.

Search for and filter information using the search box and filtering options at the top of the list.

Select a row in the list to view details in the details pane on the right side of the screen. The details pane contains information including form name, roles associated with the Case Form, as well as creation and modification dates.

Form Types are as follows:

  • "Create Case" Form — Users can only use the form to create new cases.

  • "Update Case" Form — Users can edit existing cases only; new cases cannot be created on this form.

  • "Close Alert" Form — Users can use the form as part of the process for closing an alert.

Case Forms screen with details pane.

To edit the information that appears in the details pane for a specific Case Form, select that row from the Case Forms list. Then select More vertical icon. the Case Form menu in the details panel followed by Edit Form Details.

Case Form Edit form details.

In the edit pane that opens, make changes to the Form Name as well as the Heading, which will appear as a label above the form.

The Alert Types field is only available for "Close Alert" forms. Users in the roles listed can close alerts of these types using this form. The Assigned Roles field lists the users in the specific roles that can see create or update the case form. To add roles to these fields, click the plus sign and make selections. To delete a role, click Cancel icon to the right of each role name.

Note:

  • The Assigned Role and Alert Type combination for "Close Alert" Form is unique; roles can only be assigned to one "Close Alert" Form per Alert Type.

  • For forms of type Create Case Form and Update Case Form, only one role is assigned to one case type.

Edit Case Form details.

Configuring Case Form fields

To configure the fields a user sees based on the ase form type, select the case form from the list from the Case Forms list and then click Edit in the details pane.

Edit button in details pane.

The Case Form editor opens for that specific case form. See Creating a Case Form for details on configuring columns and fields.

Creating a Case Form

Important: Before creating a new Case Form, you must first ensure that the Responses Contact report is created. If this report is note created, you will not be able to see the case form in reporting.

  1. Click New Case Form in the top right corner of the screen and then select "Create Case" Form, "Update Case" Form, or "Close Alert" Form from the dropdown.

    If you select "Create Case" Form, users can only use the form to create new cases. Because data entered in a Case Form is stored as part of a survey record, creating a new case is effectively creating a new survey record. To allow this, you must also do the following:

    • Ensure there is a subtab to display the Responses Contact Report. Consider using the default New Case subtab under the Responses tab, so users can open the Case Form from the same area of the reporting application they use to see customer feedback.

    If you select either "Update Case" Form or "Close Alert" Form, users cannot create new cases and can only edit case information for existing responses. If an alert is associated with the survey, users can also close the alert directly from the Case Form part of the response report. When you create an edit form and one or more alert forms for the same role, the alert forms take precedence. In that scenario, when a record generates an alert, users can edit the record only through the associated alert form and not through the edit form.

    See Required forms and display conditions for additional information about Form Types.

  2. In the new form details pane, enter a unique Form Name, which is what appears on the Case Forms list screen in Medallia Admin Suite, as well as (optionally) a Heading, which is the name of the form that the customer will see. If you are creating a Close Alert form (as in the example screenshot below), click the plus sign to select Alert Types. Users in the roles selected can close alerts of this type using this form. Click the plus sign to select Assigned Roles. The users with the selected roles can create cases using the new form. Then click Save.

    New Close Alert Case form.

  3. In the Case Forms list, select the Case Form you just created and click Edit at the bottom of the details pane.

  4. In the Case Form editor, you can define what fields will appear in the form and in what order of a three-tab layout when creating or updating a case form. To do this, select Column 1, Column 2, or Column 3; then click Add Fields.

    Edit Case Form.

  5. In the popup, select the fields you want to appear for the specified column. You can narrow down the options that appear by searching for specific fields or using the options on the right to filter the fields that appear.

    Field picker, search.

  6. Click Add X fields at the bottom of the popup to add the fields to the specified column.

    Add fields.
    Important: Multi-valued field Alternative sets must use the Dropdown FormKind instead of the default value of Radio button. If the FormKind remains Radio button, form choices intended to be multiple selection are instead single selection.

    Reorder fields in each column by dragging and dropping. Select the options menu to the right of each field to delete the field from the column.

    Reordering and deleting fields from columns.

  7. Select each field individually to configure how each will appear in reports. Fields with Choice set data type include options for making the field dynamic. See Dynamic Case Forms for more details.

    Configuring a field.
    Instruction Text
    Add instructions to help the customer enter the right information for the field. Instructions appear next to the question in the form. You can provide instructions in plain text, with a limited set of Markdown elements (bold, italics, and link). Instructions can also be translated. For more information, see Translations.
    Make this field required
    Turn on this property to make the field required when creating new cases. See Required forms and display conditions for additional information.
    Restrict editing this field to certain roles
    Turn on this property to allow users only within specified roles the ability to answer a question on a form. Click the plus icon to select the roles. Only roles that have access to the form appear in the roles list.
    Field Display Logic
    Click Add Rule to add rules to conditionally show or hide this question in the form. In the Rule builder, define the conditions for displaying selected values for this field. See Dynamic Case Forms and Required forms and display conditions for more information.
    Choice Display Logic
    Click Add Rule to show the Rule builder, where you can add logic to control when choice set items for the form will be shown or hidden.
    Note: If a choice set item is impacted by more that one Choice display rule condition, then only the first Choice display rule condition will apply.
    See Dynamic Case Forms and Required forms and display conditions for more information.
  8. Click Save.

Watch the following video for additional information on configuring display logic in Case Forms.