This screen help you to customize your case screen for agents or customers based on your business requirements by adding new forms and in each form you can add new custom fields , hide default fields, change field labels and mark optional/mandatory fields.
From your left main menu, select Admin.
From Configuration section, select Case form customization.
Then click on add if you want to add new form
Select Agent application to customize case screen for agents, Select Portal application to customize case screen for customers.
Pressing down arrow on any field to mark it as a mandatory or hide this field in submit or edit/view case screen.
You will get this popup so you can enter the new custom fields properties like "type ,label name ,length ,data type ,required ,hide ,display in customer portal"
Custom fields types
Conditional forms customization
You can add new conditional forms applied during runtime on submit case screens and edit case using conditional forms customization
To add new conditional form click on add icon
You will get this popup
You can enter new conditions by clicking on add condition
you can enter new actions by clicking on Add actions
and show ,hide fields and enable or disable these fields based on these conditions you select.
you can filter fields by click on "Add field with specific values"
You can apply these actions on customer portal if you check this option
You can apply these conditional forms on submit case and edit case by checking these 2 fields.