iService Forms User Guide

The forms wizard can create two types of forms: ask a question and contact import. Select Ask a Question to create a form that captures a customer question.

The second step of the wizard is to specify the topic for the question or ticket. This is the topic into which the question or ticket will be placed. The topics available will be limited to segments that are associated with the form's website. For more information about iService website, see the iService Configuration Guide.

Email address is always required and is selected by default. If you want the user to confirm their input, check the “Confirm” box. To make the property required, check the “Required” box. All contact properties associated with all segments of the tenant are displayed here.

Choosing Contact Properties

The subject and body of the interaction are always required and are selected by default. If you want the user to confirm their input, check the “Confirm” box. To make the property required, check the “Required” box. All interaction properties associated with all segments of the tenant are available for selection.

Choosing Interaction Properties

After the form wizard completes, iService displays the completed form ready for further editing and HTML customization. The actions are automatically populated and generally will not require any changes.

The form generated by the example above is shown below.

Form Example

1 – Submission Success Redirect URL - If the form includes a Submit button, the “Submission Success Redirect URL” listed here will be displayed after the form is successfully submitted. This can be any URL, including other iService forms. You must include the full http or https path with the URL. If no URL is specified, the form will reload itself after it is submitted. Therefore, if the form is accessed directly by users we highly recommend including a redirect page.

2 – Form Body - The body of the form is displayed in this text area, and is editable. For larger or more complex forms, most users will edit the form using an HTML editor such as Visual Studio or Microsoft Visual Web Developer.

3 – Form commands - A command picker is provided to simplify adding new elements to your form. There are three types of commands: Basic, Contact, and Interaction.

4 – IsRegistration - “Is Registration” indicates whether the form will be used as a registration page embedded within the iService application.

The action section of a form defines the actions taken within iService when the form is submitted.  In this example there are two actions: Find/Create Contact and Create Ticket/Ask a Question. These are the most common actions when forms are used to capture customer input. The actions from this example are described below.

5 – Find/Create Contact - The first submit action, Find/Create Contact, determines whether an account already exists for the customer. If an account does not exist, it creates a new iService contact record. The lookup process can be based on either email/login or iService ContactID. This is described below.

6 – Create Ticket/Ask a Question - The second action creates the actual Ticket or Ask a Question interaction within iService. The required fields for a new interaction are defined within the action and must be properly defined for the form to be successfully submitted. The required and optional fields are described below.

7 – Preview – Click the “Preview” button to load the form in a new window.