Custom fields in Supportbench allow you to capture unique information beyond default settings, tailoring the platform to your specific business requirements. This guide explains what custom fields are and provides a step-by-step process for configuring them across various Supportbench objects.
Users often need to capture specific, unique data points in Supportbench that aren't available through the standard fields. This necessitates a flexible way to add custom information to cases, articles, companies, and other objects to better manage workflows and reporting.
Step 1: Navigate to Custom Field Configuration. In Supportbench, go to: Configuration > Custom Fields > New.
Step 2: Define the field Name. Enter a unique, clear, and recognizable name for your custom field. This is the internal identifier.
Step 3: Specify the Label Text. Provide a user-friendly label that will be displayed in the Supportbench interface to agents and users.
Step 4: Add a Description. Briefly explain the field's purpose and how it should be used by team members.
Step 5: Select the Location. Choose the Supportbench object(s) where this field will be available (e.g., Cases, Articles, Companies, Contacts, Assets, Surveys). Note that fields are tied to their assigned object.
Step 6: Assign Divisions (Optional). Restrict the field's visibility to specific divisions. Leave this blank to make the field accessible across all divisions.
Step 7: Choose the Type. Select the appropriate format and functionality for the field (e.g., Textbox, Dropdown List, Tags, URL). Remember, 'Mapped fields' are exclusive to cases.
Step 8: Set the Order. Define the display order of this field within its assigned location to control its appearance in forms and views.
Step 9: Activate the field. Check the 'Active' box to ensure the field is visible and in use within the interface. Inactive fields will not appear.
Insert screenshot of the 'Configuration > Custom Fields' list view.
Insert screenshot of the 'New Custom Field' creation form, highlighting each parameter as it's defined.
Insert visual examples of custom fields in use on a Case, Company, or Article record, demonstrating different field types (e.g., a Dropdown list, a Textbox).
Keep names clear and consistent: Use easily identifiable names and labels to avoid confusion among team members.
Use descriptions effectively: Always provide enough detail to explain the field's purpose and how it should be used.
Optimize for usability: Organize fields logically based on their relevance and priority to improve agent workflows.
Limit unnecessary fields: Too many custom fields can clutter the interface and potentially slow down data entry and system performance.
Utilize field types appropriately: Choose the correct field type to match the data you need to capture, ensuring data integrity and usability.
Q: Which Supportbench objects can utilize custom fields?
A: Custom fields can be applied to Cases, Articles, Companies, Contacts, Assets, and Surveys.
Q: What is a "Mapped field" and when should it be used?
A: Mapped fields are specific to cases and are primarily used for direct integrations or to trigger automated actions based on the field's values.
Q: My custom field isn't appearing in the interface. What should I check?
A: Ensure the field is marked as 'Active' and verify that its 'Location' and 'Divisions' settings correctly match where you expect it to be visible.
Q: Can a single custom field be applied to multiple object types (e.g., both Cases and Articles) simultaneously?
A: No, custom fields are tied to their assigned object(s). If you need a similar field for different object types, you must create separate custom fields for each location.
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