> For the complete documentation index, see [llms.txt](https://docs.clearfeed.ai/clearfeed-help-center/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.clearfeed.ai/clearfeed-help-center/integrations/salesforce/forms.md).

# Forms

## Configuring Salesforce Forms

Each Salesforce Form has two parts - ***When creating a ticket*** and ***When editing a ticket**.*

* Navigate to [Forms](https://web.clearfeed.app/objects/salesforce) on the ClearFeed web console, toggle Salesforce Ticketing under Forms, and click on **Add Form.**
  * You can also directly edit and use the **Default Salesforce Ticket Form.**
* Provide a suitable name for the form (the Form name will be visible to the requesters when creating the ticket).

### *Create* Salesforce Form <a href="#create-form" id="create-form"></a>

1. *Contact Email, Ticket description*, and *Subject* are added to the Form by default.

   * These fields are non-removable and need to be a part of the Form while creating the ticket.
   * These fields are pre-filled by ClearFeed when a ticket is created. If ClearFeed cannot fetch the email address, it will prompt the user to fill out the form in the Request Channel.

   <div data-gb-custom-block data-tag="hint" data-style="success" class="hint hint-success"><p><strong>Pro-Tip:</strong></p><ul><li>Enable "Ask for Requester Email" option in Collection's Ticketing settings to prompt responders to provide the requester email for tickets they initiate.</li><li>Messages requesting email information can sometimes get lost in busy channels, which may prevent tickets from being created. To reduce friction in the ticket creation flow, configure a default requester email address when setting up Forms. When a default email is configured, users won't be prompted for an email address, and the system will automatically apply this default email to new tickets.</li></ul></div>

   <div data-gb-custom-block data-tag="hint" data-style="info" class="hint hint-info"><p>When a requester email is entered manually, the Slack form also shows an option to remember that email for the Slack user whose message is being filed as Ticket. The option is selected by default. When selected, the remembered email is used for future ticket creation from the same user and for matching synced replies from Salesforce back to a Slack user. Clear the option if the email should be used only one-time for the current ticket.</p></div>
2. By default, these fields are hidden since their values are pre-filled.
   * You can unhide these fields by clicking on the eye icon to let users edit this field while creating the ticket.
3. Save your configuration and move on to configure the Edit Action form (optional).

### *Edit* Salesforce Form <a href="#edit-form" id="edit-form"></a>

If the Edit Form is enabled - users will see an Edit Ticket button when they create a ticket. You can provide requesters and responders the exclusive ability to modify fields after ticket creation.

1. Once you Save the Create Action form -> you can Review the *Edit Action* form.
2. Use the toggle to enable/disable the edit form.
3. The *ticket description* field is present in the Edit form by default.
   * You can add the *Ticket name* field to the form to let users edit the name.
4. Configure properties such as making fields optional, setting a default value, or hiding a field.

{% hint style="success" %}
**Pro tip:** Use the **Add all Create Form fields** button to quickly add fields that are a part of the *Create* form to the *Edit* form.
{% endhint %}

## **Salesforce Case Creation Without a Form** <a href="#allow-ticket-creation-without-a-form" id="allow-ticket-creation-without-a-form"></a>

* If all fields in a form are hidden, both responders and requesters will be able to create a ticket without filling out a form.
* If all fields in a Form are set to be editable by *only responders*, requesters will be able to create a ticket without filling out a form.
  * **Note**: In both cases, the pre-filled or default value of fields will be populated.

## Salesforce Form Field Properties

* **Removing Fields:** Remove fields from a Form using the Delete icon.
  * **Note:** *Contact Email, Ticket description*, and *Subject* are non-removable in the *Create Action* form. However, they can be hidden to prevent modification.
* **Non-responder Field Label:** Determines the field name displayed to the requesters when they use the form.
  * If fields are hidden - this property is not relevant.
* **Placeholder Text:** Text inside the field before users enter their information.
* **Hint Text:** The hint text shown below the field to guide users on what to enter. Think of this as the field description.
* **Default Values:** Adds default values to the fields. Default values automatically populate the corresponding Salesforce fields when a ticket is created.
  * **Note**: Default values cannot be entered for non-removable fields for the Create Action form.
* **Hidden Fields:** To ensure specific fields are not modified during ticket creation, you can hide them from the *Create Action* Form.
  * **Note**: When hiding a field, it is mandatory to assign a default value to it.
* **Permissions:** Specify who is required to fill a given field when creating or editing a ticket using the **Editable by** column. Choose between *All users* or *Only responders*.
  * **Note**: Only users with the specified permission for a field will see it in the form when creating a ticket on Slack. However, they must mandatorily fill it to proceed.
* **Required Field**: Specify if the field is optional or mandatory when creating or editing a ticket in the `Required field` column.

## Mapping Salesforce Forms to Collection

By default, all active Salesforce Forms are available for ticket creation in Collections with Salesforce ticketing enabled.

* However, you can map specific Forms to a Collection to restrict the available Forms for ticket creation.

{% hint style="info" %}
Salesforce Ticketing needs to be enabled for a Collection.

* Only Forms with an active [*Create Action*](#create-form) Form will be available for mapping.
* A form can be mapped to multiple collections.
  {% endhint %}

#### **How to map form to a Collection?**

1. Navigate to `Collections -> Settings`.
2. Go to `Ticketing Settings`.
3. In the Forms Availability section, select the `Specific Forms` option.
4. From the available Forms, select the ones you'd like to associate with this Collection.


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