Would you like to query different fields for different customers when entering a call report? Then create custom fields, which you can only display for certain customer groups.
Proceed as follows:
- At Customers, create a filter using the extended search which contains the customers for which certain fields should be displayed when entering the report (see Extended customer search). Check by way of example whether the customers displayed in the list are the desired ones.
- Save the search organization-wide (see Saved searches and Working across multiple user accounts ).
- In the organization options, open the management of custom fields for reports (Options > Custom fields > Reports).
- Create a new field group (see Custom fields overview).
- Set Show for all customers to No.
- Under Only show for, select the previously created saved search.
- Create the desired fields within this field group (see Custom fields overview).
- Save.
The change is immediately active for all users: If a customer matches the filter of the saved search at the time of report entry, the dynamic field group is displayed in the report. Otherwise it is not visible.
Notes on dynamic field groups:
- If fields from dynamic field groups are filled in in a report, these entries are retained in the report in any case, even if the customer no longer matches the corresponding filter later on.
- Dynamic fields also work in offline mode. The detection of whether a customer matches the filter is based on the downloaded customer data on the device.
- When configuring the field group, several saved searches can be selected at the same time (e.g. by holding the Ctrl key). The dynamic field group is displayed if the customer is at least part of one of the selected searches.
- Saved searches that are used for field groups cannot be deleted or renamed. Therefore, choose the name carefully. However, it is possible to change the filter criteria of the saved search at any time by overwriting them.
- If you create mandatory fields in dynamic field groups, users only need to fill these fields if the dynamic field group is actually displayed.
- Dynamic field groups are always displayed in reports without customer reference.