# CRM form field configuration

Choose the CRM fields shown and submitted in INSIDE contact, lead and case forms.

*Release 3.3 · admin, developer, operator*

**Settings › General Settings › Salesforce** · **Settings › General Settings › Zendesk** · **Settings › General Settings › Dynamics 365**

## What it is

**Form Configuration** controls the CRM details operators see and the fields they submit when creating or editing records. Create forms and view forms are separate. Powerfront prepares these layouts for your website using the connected CRM's available fields.

## Who uses it and why

- Administrators agree which information operators need and which fields are compulsory.
- Developers and CRM administrators identify suitable CRM fields and lookup relationships.
- Operators use the resulting forms during customer conversations.

## Where to find it

Powerfront manages the form options at **Settings › General Settings › Salesforce**, **Settings › General Settings › Zendesk** and **Settings › General Settings › Dynamics 365**.

Salesforce and Zendesk provide **Edit** beside their form configuration choices. Dynamics uses the **Form Configuration** tab with **Create Contact**, **View Contact**, **Create Case** and **View Case**.

## How it works

Each form item maps to a CRM field. Its label, order and presentation determine how the item appears in INSIDE. Create and edit forms can make supported fields required or editable. View forms can hide fields, and supported customer view fields can be marked as personal information.

Data movement depends on the action:

| Action | What moves |
|---|---|
| Open a CRM profile or case | Selected CRM details are retrieved for display. |
| Create or edit a CRM record | Form values are submitted to the connected CRM. |
| Reflect a customer edit locally | Supported name, email and phone details update the INSIDE contact. |
| Update consent | The consent integration writes its separately configured CRM destinations. |
| Export a conversation | Transcript and context follow that provider's export settings. |

Adding a field to a form does not create continuous two-way synchronisation of that field.

## Configure it

Ask Powerfront to choose the relevant create or view form, select a provider field and use **Add Field**. Agree the label, order, required or hidden behaviour, and any lookup display choices. **Save** stores the layout.

Powerfront can use **Reset** to reload the form being edited. **Reset to default** restores the supplied provider layout rather than your custom layout. Review the resulting fields before using the changed form.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Create Lead Config | Settings › General Settings › Salesforce › Form Configuration | website | Supplied form: First Name optional; Last Name, Email, Phone and Company required; Company not editable | Powerfront, on request | Choose the fields used to capture Salesforce leads. |
| Create Contact Config | Settings › General Settings › Salesforce › Form Configuration | website | Supplied form: First Name optional; Last Name, Email, Phone and Company required; Company not editable | Powerfront, on request | Choose the fields used to create and edit Salesforce contacts. |
| Create Account Config | Settings › General Settings › Salesforce › Form Configuration | website | Supplied form: First Name optional; Last Name, Email and Phone required | Powerfront, on request | Choose the fields used for Salesforce account creation and editing where account handling is enabled. |
| Create Case Config | Settings › General Settings › Salesforce › Form Configuration | website | Supplied form: Contact, Agent, Subject, Description and Priority required; Agent not directly editable | Powerfront, on request | Choose the fields used to create and edit Salesforce cases. |
| View Contact Config | Settings › General Settings › Salesforce › Form Configuration | website | Supplied view showing Name, Email and Phone | Powerfront, on request | Choose the Salesforce contact fields shown to operators. |
| View Account Config | Settings › General Settings › Salesforce › Form Configuration | website | Supplied view showing Name, Email and Phone | Powerfront, on request | Choose the Salesforce account fields shown to operators. |
| View Case Config | Settings › General Settings › Salesforce › Form Configuration | website | Supplied view showing the subject, Contact, Owner, Description, Created at, Closed at, Reason and Priority | Powerfront, on request | Choose the Salesforce case fields shown to operators. |
| Create Contact Config | Settings › General Settings › Zendesk › Form Configuration | website | Supplied form: Name and Email required; Phone optional | Powerfront, on request | Choose the fields used to create and edit Zendesk users. |
| Create Ticket Config | Settings › General Settings › Zendesk › Form Configuration | website | Supplied form: Contact, Assignee, Subject, Description, Priority, Type and Status required; Contact and Assignee not directly editable | Powerfront, on request | Choose the fields used to create and edit Zendesk tickets. |
| View Contact Config | Settings › General Settings › Zendesk › Form Configuration | website | Supplied view showing Name, Email, Phone and Organization | Powerfront, on request | Choose the Zendesk profile fields shown to operators. |
| View Ticket Config | Settings › General Settings › Zendesk › Form Configuration | website | Supplied view showing the subject, Status, Priority, Created, Updated, Description, Contact and Assignee | Powerfront, on request | Choose the Zendesk ticket fields shown to operators. |
| Create Contact | Settings › General Settings › Dynamics 365 › Form Configuration | website | Supplied form: Last Name and Email required; First Name and Mobile Phone optional | Powerfront, on request | Choose the fields used to create and edit Dynamics contacts. |
| View Contact | Settings › General Settings › Dynamics 365 › Form Configuration | website | Supplied view showing First Name, Last Name, Email and Mobile Phone | Powerfront, on request | Choose the Dynamics contact fields shown to operators. |
| Create Case | Settings › General Settings › Dynamics 365 › Form Configuration | website | Supplied form: Contact, Agent, Title and Description required; Priority and State optional; Agent not directly editable | Powerfront, on request | Choose the fields used to create and edit Dynamics cases. |
| View Case | Settings › General Settings › Dynamics 365 › Form Configuration | website | Supplied view showing Title, Contact, Owner, Description, Created at, Modified at, Status Reason, State and Priority | Powerfront, on request | Choose the Dynamics case fields shown to operators. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Label | Form Configuration | No | Set the text displayed beside the mapped CRM field. A label is required for create and edit forms, but may be blank in a view form. |
| Field Name | Dynamics 365 Form Configuration | Yes | Identify the Dynamics field represented by this form item. |
| SF Field Name | Salesforce Form Configuration | Yes | Identify the Salesforce field represented by this form item. |
| Zendesk Field Name | Zendesk Form Configuration | Yes | Identify the Zendesk field represented by this form item. |
| Required | Form Configuration | No | Require a value in a create or edit form where this choice is available. |
| Hidden | Form Configuration | No | Hide an item in a view form. |
| Editable | Form Configuration | No | Allow editing of an item in a create or edit form where supported. |
| Style | Form Configuration | No | Set the item's presentation. |
| This field contains PII | Form Configuration | No | Mark a supported contact or account view field as personal information for permission-based masking. |

## Limits and good to know

- The choices depend on the provider and the CRM field definitions. A field available in one CRM is not necessarily available in another.
- A field hidden in a view form is not proof that the CRM prevents changes to it. CRM permissions still matter.
- Making a field optional in INSIDE does not remove a requirement enforced by the CRM.
- A view layout and its matching create layout can contain different fields.
- Supported customer views use personal-information markings with operator permissions. Check the resulting display with the intended operator access.
- Required ownership and customer controls may be fixed by the supplied form.

## Depends on and works with

### This feature uses

- **Configured in** [Customer identity and conversation visibility permissions](SEC-016.md): Personal-data permission works with supported CRM view-field markings.
- **Works better with** [Salesforce connection and operator setup](CRM-010.md): An enabled Salesforce connection makes Salesforce fields available for its CRM forms.
- **Works better with** [Salesforce contacts](CRM-011.md): Salesforce customer create and view actions use these forms.
- **Works better with** [Salesforce cases and conversation links](CRM-012.md): Salesforce case actions use these forms.
- **Works better with** [Salesforce leads and Zendesk contact creation](CRM-013.md): CRM capture uses the configured lead and contact fields.
- **Works better with** [Dynamics 365 connection and customer records](CRM-015.md): An enabled Dynamics connection makes Dynamics fields available for its CRM forms.
- **Works better with** [Dynamics 365 cases](CRM-016.md): Dynamics case actions use these forms.
- **Works better with** [Zendesk connection and operator setup](CRM-018.md): An enabled Zendesk connection makes Zendesk fields available for its CRM forms.
- **Works better with** [Zendesk tickets and contacts](CRM-019.md): Zendesk user and ticket actions use these forms.

### Used by

- **Configures** [Conversation lead capture and follow-up](COM-026.md): A configured Salesforce lead form can replace the standard creation fields.
- **Configures** [Salesforce contacts](CRM-011.md): CRM forms determine available fields and their presentation.
- **Configures** [Salesforce cases and conversation links](CRM-012.md): Case forms and views determine fields and presentation.
- **Configures** [Salesforce leads and Zendesk contact creation](CRM-013.md): CRM form mappings determine the submitted fields.
- **Configures** [Dynamics 365 connection and customer records](CRM-015.md): Contact forms and provider field mappings control the fields shown and submitted.
- **Configures** [Dynamics 365 cases](CRM-016.md): Create and view case forms determine the case fields available in INSIDE.
- **Configures** [Zendesk tickets and contacts](CRM-019.md): Configured contact and ticket forms select the displayed and submitted fields.
- **Configures** [Customer identity and conversation visibility permissions](SEC-016.md): Additional CRM fields use their personal-information classification; core CRM identity fields are protected regardless.

## FAQ and troubleshooting

### Why can I see a field but not edit it?

View and edit layouts are separate. The field may be view-only, non-editable or controlled by the CRM. Ask Powerfront to check the edit layout.

### Why does the CRM reject a form that INSIDE accepts?

The CRM can enforce additional required fields, valid choices, lookup relationships and access rules.

### Why did a CRM change not update INSIDE automatically?

These forms work when a record is opened or saved. They do not provide continuous synchronisation of every mapped field.

### Why did fields disappear after a reset?

**Reset to default** restores the supplied layout. Ask Powerfront to review and restore any required custom fields.