Dynamic Case forms, which are made up of Field display logic and Choice display logic (if applicable), allow you to control which fields are displayed or hidden based on the user's selections. You can also make field dropdowns display only a subset of their possible values based on the values selected in other fields.

If you have existing forms that you want to make dynamic, add the rules in the Rule builder and click Save. Similarly, you can make dynamic forms non-dynamic by removing rules. When you do this, all defined conditions are removed and cannot be replaced merely by making the form dynamic again. Whenever you make a form dynamic, you must create its conditions manually.

Field Display logic

The Field Display Logic controls whether a field is shown or hidden on the form. Traditionally, this property is used to populate a form based on data already recorded in a survey response, so when a user opens the form, he or she sees only the fields necessary for resolving the customer's problem. For example, you might want to display a group of fields based on the Contact Reason provided by the customer.

With dynamic forms, you can also show and hide fields based on the values that users select in the form, so users see only relevant fields. For example, you might want the Resolution Notes field to be hidden until the user selects Yes for the Resolved field. In this case, the Field display logic condition for the Resolution Notes field would be Resolved = Yes (q_cc_case_problem_resolution-yn = 1).

Experience Cloud evaluates display conditions when the user opens a form and also every time the user selects a field value. When a Display condition is empty, that field is always visible.

Choice display logic

Suppose you have a form that includes fields for State, County, and City. In a non-dynamic form, each field always has all of its possible values available in its dropdown. In a dynamic form, you can condition the County dropdown to show only the values relevant to the user's selection in the State field. Similarly, you can condition the City dropdown to show only the values appropriate to the selected County. In this way, you reduce the number of values people must browse to find what is needed, making the form easier to use.

Only fields with Choice set data type can display values dynamically. See Program fields for more information on field data types.

For a field's values to be dynamic, you must set one or more conditions in the Rule builder. For example, the following image shows the configuration properties for the Customer Contact Reason field (q_bp_cc_contact_reason_alt), which a call center agent uses to identify the root problem in a customer's issue:

In this example, the values users see in the Customer Contact Reason field are dynamic, based on the answer the user selects for the Is the problem resolved? (bp_cc_case_problem_resolution_yn) field. When the user selects Yes, the Customer Contact Reason dropdown on the form displays the values Ordering Issue, Delivery Issue, Billing/Invoice Issue, and Contact Center Support Issue. When the user selects No, the Customer Contact Reason dropdown displays the values Contact Center Support Issue, Field Service Support Issue, and Other.

You can create as many conditions as needed. Values can be available in multiple conditions. For example, both conditions in the example above result in the Contact Center Support Issue value being displayed. Experience Cloud processes conditions in order from top to bottom and stops processing as soon as one is met. For more information about creating conditions, including correct syntax, see Logic, rules, and conditions.