Custom Field Types
By adding custom fields to your knowledge base, you can be sure that you are collecting the information required to best meet your organization’s needs.
| Custom Field Type | Description |
|---|---|
| Common | You can add these types of Common custom fields: Staff Account, Contact, Organization, Sales Products, and Task. |
| Staff Account | Add this type of custom field to store additional information about your staff members in their staff account (for example, their hiring date). Staff account custom fields appear on the Custom Fields page of the Staff Accounts editor. (Not supported on the Agent Browser UI.) |
| Contact | Add this type of custom field to gather additional information about your contacts (for example, their age). Contact custom fields can display when adding or editing a contact record, while engaged in a chat session, and on the customer portal. |
| Organization | Add this type of custom field to gather additional information about your organizations (for example, the number of employees in the organization). Organization custom fields can display when adding or editing an organization. |
| Sales Products | Add this type of custom field to specify additional information about sales products in your product catalog (for example, international product availability). Sales products custom fields appear on the Custom Fields page of the Product Custom Fields editor. (Not supported on the Agent Browser UI.) |
| Task | Add this type of custom field to store additional information about tasks for your staff members when adding or completing a task. |
| Service | You can add these types of Service custom fields: Incident and Answer. |
| Incident | Add this type of custom field to gather additional information about customers’ questions (for example, model and serial numbers). Incident custom fields can display when adding or editing an incident and on the Ask a Question and Support History pages. |
| Answer | Add this type of custom field to store and provide additional information about answers in your knowledge base (for example, version numbers the answer applies to). Answer custom fields can display when adding or editing an answer and on the Answers and answer detail pages. |
| Opportunity Tracking | You can add these types of Opportunity Tracking custom fields: Opportunity and Quote. |
| Opportunity | Add this type of custom field to gather additional information about opportunities (for example, the contact’s previous service or product). Opportunity custom fields can display when adding or editing an opportunity. |
| Quote | Add this type of custom field to store additional information about the sales quotes sent to customers (for example, the date the quote was requested). Quote custom fields can display when adding or editing an opportunity. (Not supported on the Agent Browser UI.) |
You can create folders to group and organize your custom fields in the Custom Fields tree. By dragging and dropping custom fields in the tree, you can reorder them or move them into folders.
When you add or edit custom fields, those modifications can be completed in real time or scheduled and performed in the background. Staff members and customers can continue to use your site while the background operation is in progress. After a custom field operation is scheduled, it cannot be modified or aborted.