Jadu CXM: Create a CXM Case from an XFP submission (Task 1)

This article outlines how to set up a template to initiate a CXM Case submission and send XFP form data to the case.

This is the first of nine tasks to setting up your XFP forms to work with CXM. Please go to the Self-Help Guide, under the Configure a CXM Workflow column, for more information.

Note: The following steps are completed in XFP within the first form in your workflow process.

Setting Up an Action Template to Create the CXM Case

  1. From your "first form" in XFP, go to the Templates tab.
  2. Click Create Template.The Create Action Template window appears.
    1. Template Type: From the dropdown menu, under the Jadu CXM header, select Create Case template type
      1. Click Next.
    2. Template Title: Enter a meaningful title for the template (ex: "Create CXM Case") and click Next.
    3. Case Type: Select your CXM case type that this form is associated to from the dropdown menu. 
      Jadu XFP Case type display window. Selected case type is highlighted.
      Note: Your case type and fields should already be created. Please submit a request form if this step has not been completed.
  3. Map the fields in the current XFP form to the CXM fields in your case type.
    1. Choose the appropriate XFP data in the fields on the right side to send to each CXM field listed on the left. 
      Create Action Template window. Mappings section. CXM fields highlighted on the left side. XFP dropdown field selections listed on the right. For example, [Train] Item needed CXM field is mapped to XFP field Item Needed: Label.
      Notes:
      1. Certain global CXM fields are required for all case types. Please see the global CXM field list for more details.
      2. If a CXM field is not listed, go to your Case Type setup in your CXM Form (New). Only fields added to the CXM Case form are displayed here. 
  4. Click Save.

Creating or Updating a Rule to Create the CXM Case

Create a new rule or update an existing rule to create the CXM case. If you have more than 1 rule in your form that runs based on different conditions, update the appropriate rule(s) that you want to initiate a CXM case.

  1. Go to the Rules tab.
  2. Click Create Rule.
    • Or, select the rule you wish to update.
  3. Enter a meaningful title for your rule.
  4. Choose a When statement.
  5. Add a Then statement.
    1. From the dropdown menu, under the Jadu CXM header, choose Create Case. Template dropdown options appear to the right.
    2. Select the Create CXM Case template created in Setting Up an Action Template to Create the CXM Case section above.
      Jadu XFP Edit rule page. Example rule: "When User submits form" condition. Then statement, "Create case" dropdown selection chosen using template "create cxm case" dropdown selection. Additional then statement provided for "send email" dropdown selection using template "Send email to approver" dropdown selection.
      Important: The Create Case action must run before sending the email containing the Next Form URL.
  6. Click Save.

Next Task in Setting up your XFP Forms to Work with CXM

Task 2: Send an Email with a URL to the Next Form