KB Data Elements and Requirements
Data Elements and Requirements create dynamic, context-aware forms that guide agents through consistent data collection during case management.
Data Elements
Elements are reusable form field definitions with support for 15+ field types:
- Basic — text, textarea, number, email, phone, URL
- Date/Time — date and datetime pickers
- Selection — dropdown select with configurable options, checkboxes
- Complex — address, object, array, repeater, and JSON schema fields
Data Requirements
Requirements link elements to specific KB Descriptions or Articles. When a case is classified under that path, the linked fields appear automatically in the case form. Each requirement can be marked as required or optional, with custom prompt text to guide the agent.
Example
A Billing Review case automatically prompts for: invoice number, amount in question, description of the error, and preferred follow-up method — ensuring consistent information collection regardless of which agent handles the case.