Overview
Custom Fields give you the flexibility to organize your Answer Library on a more granular level tailored to your organization. Using Custom Fields in conjunction with other search criteria allows you to better target the content you're specifically looking for within the Answer Library and Recommendation Engine.
Setting Up Custom Fields
To create a new custom field, go to Organization Settings > CONTENT LIBRARY > Custom Fields and then click ADD FIELD.
Options for Add Custom Field:
- Select where you would like your Custom Field to appear: Answer Library, Document Library, or both.
- Display Name: This is the name of the Custom Field you are creating.
- Group Name: This field indicates where your Custom Field is going to be displayed when editing content. You have the option of creating a new Group Name, or you can use the existing Group Names: Privacy, Usage & Review; Metadata; Question & Answer.
- Type: There are many types of Custom Fields you can create.
- Text Box (Simple Text)
- Text Area (Rich Text with formatting capabilities)
- Drop-down
- Radio
- Checkbox
- Date
- Select User
- Multi Select Dropdown
- Auto Incremental (numerical value assigned to Q&A pairs)
- Prefix and Suffix are options if you wish to add text before or after the Custom Field.
- Help Field: Any text written here will create a Help Text for users when they hover over the help icon on the Custom Field. This can be helpful when you want to explain to users what you want them to know about this Custom Field.
- Searchable: Enables searching for the Custom Field in the Answer Library. We recommend that you select this checkbox.
- Required: Marking a field as required prevents a new Q&A pair from being added without the field being filled in. This will not affect any existing content within the Answer Library, unless the content is edited. Please reach out to your Responsive's Customer Success Manager to enable this feature.
- Facet: Enables the Custom Field to be a filter option in the Answer Library left pane and Answer Library Home page. Facet option will not appear when the Custom Field is a text box or text area.
- Values: This field will appear when you are creating a list type of Custom Field such as a dropdown or checkbox.
- Enable: Turn on the toggle switch to display the Custom Fields in the Answer Library and Document Library. Disable to hide the Custom Field.
Organizing Your Content with Custom Fields
Custom Fields can be applied to Q&A pairs in the Answer Library.
Open a question > Edit > Custom Field (or Group Name). After making the necessary changes in Answer Editor, click SAVE.
You can also apply Custom Fields to answers in bulk.
Click Menu > Bulk Update > Advanced > Custom Field > make changes > Update
When bulk updating Custom Fields, select the required questions to be mapped to the Custom Field, choose the appropriate value, and then click UPDATE to complete the bulk update.
Note: When bulk updating, changes cannot be implemented if the content is in moderation, pending review, or the change(s) will result in an empty required field. An error message will appear.
Searching with Custom Fields
Users can explore Answer Library through the created Custom Fields.
If you do not wish to display a Custom Field on the Answer Library home screen, click the Facet Explorer icon and clear the Custom Field.
Note: This only removes it from the Answer Library screen view.
Using Custom Fields to Improve Auto Respond
Auto Respond can be applied to questions with specific custom fields within a section. This allows you to apply answers on a more granular level.
You can also compare and merge contents based on the Custom Fields.
Importing Content with Custom Fields
Importing Answer Library content with Custom Fields is also an option; Custom Fields are added as separate columns using the Standard Template import option.
Note: Custom Field needs to be created in the Responsive app prior to importing content using the Standard Template.
When exporting answer library used history and questions, "Custom Fields" are included.
Note: Required fields are not required to be filled out when importing via Advanced Configuration, but they are required when importing via Standard Templates. Users will be notified of the required fields to be completed upon import.
Reporting with Custom Fields
Answer Library Reports include Custom Fields.
Refer to Responsive's Standard Template | Data Migration for more information on how to import content linked with Custom Fields.