Define and add an intake form by using the Service Process designer to collect extensive
and precise information from users. These pre-configured forms help identify and match the various
contexts of a user's request.
When a user submits a service request through the portal's chat window or the app, the
agent assesses the request type and presents relevant options. For simple requests, like updating
contact details, the agent directly asks for the necessary information and processes the update.
However, for more complex requests, such as onboarding a new employee, the agent presents a
comprehensive intake form containing all the questions and fields defined by the designer. The
user completes and submits this form, and the agent then creates a case.
In the Service Process designer, open the service process that you want to attach an intake
form.
If the service process is active, deactivate it.
From the left panel, select the Intake Form tab.
To attach an intake form by creating a form:
Select Generate Intake Form.
Select Omniscript or Screen Flow.
Enter the required info and click Create.
To attach an existing intake form:
Select Attach An Existing Form.
Select Omniscript or Screen Flow.
Search for the form, select the form, and click Attach.
The designer now shows the newly added intake form. You can review the details and click
Open Editor to modify the form. If you’re using custom Context
Definition attributes, you must define Send Custom Data Through Apex-Defined Resources.
Save the draft version of the service process, or click Next to
proceed to configuring request fulfillment.
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