Custom Fields are created in the knowledge base to allow the collection of business-specific information, to best meet the organization’s needs.
After being created, custom fields can be added to workspaces and scripts, be used as search filters in reports, or as audience filters in RightNow Marketing and RightNow Feedback.
When creating a custom field, Admins can specify whether it is visible and editable on the Agent Desktop and, for some custom fields, visible and available to gather details on the Customer Portal.
Admins can also specify a data type for the field, choose whether the field is required or not, and set a default value.
Text field data types allow you to create an input mask to require that information entered in the field matches a defined format.
When Admins add or edit custom fields, those modifications may be completed in real time or scheduled and performed in the background.
Custom field visibility
When adding custom fields, there are several visibility options. The visibility options define where and how custom fields are presented on the Agent Desktop and the Customer Portal. For example, you can make a contact custom field visible to staff members when adding an incident, but restrict their ability to edit it.
Custom fields with end-user visibility are displayed on the Customer Portal. If you display a custom field that is not editable by customers, it does not appear on the Ask a Question page. There are other ways to determine visibility on the Customer Portal, such as widgets and page code.
Answer, incident, contact, opportunity, organization, sales quotes, and tasks custom fields must also be added to the appropriate record’s workspace.
The Admin Edit visibility setting must be selected in order for a custom field to be available to add to workspaces and scripts. Once a custom field is added to a workspace or script, its visibility, read-only, and required attributes are determined by the properties set in the workspace or script.