Considerations for Using the Default Value Property

When you edit a workspace or script, you can set a default value for some fields on the workspace.

When a staff member creates a new record using the workspace or script, the field is automatically populated with the default value that you select.

The default value is applied only to new records created in the workspace or script. Records created from other channels, such as the Ask a Question page, are not impacted.

In addition to the Default Value property, there are a few other methods by which values can be set. When configuring your business processes in B2C Service, carefully consider the following order in which these defaults are applied.

1. Values defined by B2C Service itself, as described by the Data Dictionary.
2. Values applied by the workspace Default Value property.
3. Values applied when creating a record for a contact selected in a report.
4. Values applied from entering information in a search filter, such as when searching for a contact that is not found, then creating a new contact.
5. Values applied by rules triggered when the editor loads.

Staff members with appropriate permission can change the default value of a field. For example, if you have a group of agents that generally handles incidents for a certain product, you can create an incident workspace that has a default product specified for the Product field. As a result, all incidents that the group creates will initially be set to the default product. However, if they need to associate a different product (and they have appropriate permissions), they can change the field to a different value.