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Types of CRM Fields

You can view, create, and configure Local CRM fields in Configuration Manager and access them in Virtual Contact Center.

Virtual Contact Center supports customization abilities in the Local CRM for your convenience and better usability. The CRM fields are categorized into three types:

To view the system-predefined fields:

  1. From the Configuration Menu, open CRM.
  2. Go to the Fields tab.
    The system-predefined fields are visible under all tabs: Customer Fields, Case Fields, Follow-up Fields, and Task Fields.

    The following table summarizes the options available when creating or editing a field under CRM > Fields:
    CRM Field OptionDescription
    Data TypeChoose the type of data to add:
    • Text
    • URL
    • Number
    • Date
    • Pick List
    As you select a data type, Configuration Manager enables or disables Add Field options.

    Note: Once you save a data type, you cannot change it.

    Field NameType the name of the custom field. It can be a maximum of 32 alphanumeric characters.
    Display LabelType the label that the Virtual Contact Center displays for this field in Agent Console. It can be a maximum of 32 alphanumeric characters.
    Default ValueFor Text, URL, Number, and Date data types.
    Type the default value of the CRM Field. It can be a maximum of 85 alphanumeric characters.
    Maximum LengthFor Text, URL, and Number data types.
    Type the maximum number of characters that an agent can type into this field. The value varies based on the data type of the field, as follows:
    • Text: 85 characters
    • URL: 200 characters
    • Number: 255 characters
    MandatoryFor Text and Number data types.
    Select this option to make the field mandatory.
    Value Must be UniqueFor Text and Number data types.
    Select this option to require the Agent to supply a unique value for the field.
    Read OnlySelect to prevent non-supervisor Agents from modifying the value of this field.
    HiddenSelect to hide this field on non-supervisor Agent Console.
    Show on Customer ViewThis feature is not accessible via the Customer Fields tab.
    Select to see this option to be visible in customer view.
    Pick List ValuesThis option is available for the Pick List data type only.
    Click Edit Pick List Values from the drop-down menu, and enter the desired values for pick list field. For example, if your pick list field is Car Type, your values could be Sedan, SUV, Van, and Pickup Truck.
    Existing Records Value (N/A)This option is available only for the Pick List data type.
    While adding pick list values, you can select one of the values for the existing customer records. This automatically populates existing records, with the selected value visible on Agent Console.
    Include this value in Pick ListThis option is available only for the Pick List data type.
    This option includes the pick list value in the list.
    Show as a treeThis option is available only for the Pick List data type.
    Selecting this option will present the choices in a tree (multi-level) format in Agent Console.
  3. Enter the field properties, and Save.
    Follow the above instructions to create new Case, Follow-up, and Task fields.

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