AWS connect documentation change
Summary
Added documentation for hidden field conditions and dependent field options, including configuration steps, examples, and API references. Restructured existing content with improved section hierarchy.
Security assessment
The changes introduce new features for dynamic case templates (hiding fields, dependent dropdowns) to improve user experience and data accuracy. There is no mention of security vulnerabilities, access control, or data protection measures. The features focus on workflow efficiency rather than addressing security issues.
Diff
diff --git a/connect/latest/adminguide/case-field-conditions.md b/connect/latest/adminguide/case-field-conditions.md index ef4f2efb8..7fcb14545 100644 --- a//connect/latest/adminguide/case-field-conditions.md +++ b//connect/latest/adminguide/case-field-conditions.md @@ -5 +5 @@ -Step 1: Create case field conditionsStep 2: Add the case field conditions to a templateExample field case conditionsAPIs to create field case conditions +Conditionally requiredHidden field conditionsDependent field options @@ -8,0 +9,4 @@ Step 1: Create case field conditionsStep 2: Add the case field conditions to a t +Case field conditions in Amazon Connect make your case templates more dynamic and user-friendly. There are three types of case field conditions: Conditionally required, Hidden field conditions, and Dependent field options. Conditionally required fields allow you to enforce field completion based on specific criteria. Hidden field conditions let you show or hide fields based on other field values. Dependent field options create cascading dropdown menus where available choices depend on previous selections. These features help streamline agent workflows, reduce data entry errors, and ensure agents see only relevant information when managing cases. + +## Conditionally required + @@ -52 +56 @@ You can apply case field conditions to multiple fields on a template. -## Step 1: Create case field conditions +### Step 1: Create case field conditions @@ -89 +93 @@ For example, if you leave **Fallback condition** unselected, when **Country** do -## Step 2: Add case field conditions to a template +### Step 2: Add case field conditions to a template @@ -120 +124 @@ The status page indicates which conditions have been applied to a field. The fol -## Example case field conditions +### Example case field conditions @@ -122 +126 @@ The status page indicates which conditions have been applied to a field. The fol -### Example 1: Require agents to enter a reason for closing a case +#### Example 1: Require agents to enter a reason for closing a case @@ -139 +143 @@ The following image shows how to set up this condition. -### Example 2: Require agents to provide a reason every time they update a case +#### Example 2: Require agents to provide a reason every time they update a case @@ -154 +158 @@ If the **Date/Time Created** field does not equal blank, then a case field will -### Example 3: Require agents to provide a reason when they assign a case to the Escalation queue +#### Example 3: Require agents to provide a reason when they assign a case to the Escalation queue @@ -175 +179 @@ The following image shows how to set up this condition. -## APIs to create case field conditions +### APIs to create case field conditions @@ -185,0 +190,278 @@ Use the following APIs to programmatically create case field conditions and asso +## Hidden field conditions + +You can create dynamic case templates that show or hide fields based on other field values, improving the user experience and reducing complexity for agents. + +To make a field conditionally hidden, you first set up a hidden field condition. Then, on a case template, choose which field the hidden field condition should apply to. + +For example, you may want to hide the **Advanced Configuration** field unless the user selects **Advanced** as the **User Level**. To achieve this you would: + + 1. Create a hidden field condition based on whether the **User Level** field equals **Advanced**. + + 2. Apply the hidden field condition to the **Advanced Configuration** field on the case template. + + + + +This feature provides a lot of flexibility. Here are a few other examples you can set up: + + * If Case Type = Basic, hide the Priority field. + + * If Customer Type = Internal, hide the Billing Address fields. + + * If Status = Draft, hide the Approval fields. + + + + +You can apply hidden field conditions to multiple fields on a template. + +### Step 1: Create hidden field conditions + + 1. Log in to the Amazon Connect admin website with an **Admin** account, or an account assigned to a security profile that has the following permission in it's security profile: **Cases** \- **Case Templates** \- **Create**. + + 2. On the left navigation menu, choose **Agent applications** , **Case field conditions**. + + 3. Choose **New Field Condition**. + + 4. On the **Create new field condition** page, select **Hidden** as the condition type. + + 5. Use the **Source field** dropdown list to choose the field you want to evaluate for the condition. + + 6. Configure the visibility settings: + + * **Default visibility** : Choose whether the field is hidden or shown when no conditions match + + * **Show field when** : Define the conditions that will show the field + + 7. Choose the operator and the value to check. + + 8. Choose **Save** , and then proceed to the next step to add the condition to your template. + + + + +### Step 2: Add hidden field conditions to a template + +In this step, you specify which case fields the hidden condition will apply to. + + 1. Log in to the Amazon Connect admin website with an **Admin** account, or an account assigned to a security profile that has the following permission in it's security profile: **Cases** \- **Case Templates** \- **Create** or **Edit**. + + 2. On the left navigation menu, choose **Agent applications** , **Case templates**. + + 3. Choose the case template you want to apply the condition to. + + 4. In the **Fields** section, choose the settings icon next to the field you want to apply the condition to. + + 5. In the **Modify field conditions for** [field] use the dropdown box to choose the hidden condition you want to apply to the field. + + 6. Choose **Apply** , and then choose **Save** to save the change to the template. + + + + +### Example hidden field conditions + +#### Example 1: Hide advanced options unless user selects advanced mode + + 1. Create the following condition: If **User Level** equals **Advanced** , then show the field. Otherwise, hide the field by default. + + 2. Assign this condition to the **Advanced Configuration** field on the cases template. + + 3. Result: **Advanced Configuration** will only be visible when agents select **Advanced** in the **User Level**. + + + + +#### Example 2: Hide billing fields for internal customers + + 1. Create the following condition: If **Customer Type** does not equal **Internal** , then show the field. If **Customer Type** equals **Internal** , hide the field. + + 2. Assign this condition to the **Billing Address** field on the cases template. + + 3. Result: **Billing Address** will be hidden when the **Customer Type** is set to **Internal**. + + + + +#### Example 3: Hide approval fields for draft cases + + 1. Create the following condition: If **Status** does not equal **Draft** , then show the field. If **Status** equals **Draft** , hide the field. + + 2. Assign this condition to the **Approval** field on the cases template. + + 3. Result: **Approval** will be hidden until the case **Status** changes from **Draft**. + + + + +### APIs for hidden field conditions + +Use the following APIs to programmatically create hidden field conditions: + + * [CreateCaseRule](https://docs.aws.amazon.com/connect/latest/APIReference/API_connect-cases_CreateCaseRule.html): Creates the hidden field condition using the "hidden" rule type. + + * [CreateTemplate](https://docs.aws.amazon.com/connect/latest/APIReference/API_connect-cases_CreateTemplate.html) or [UpdateTemplate](https://docs.aws.amazon.com/connect/latest/APIReference/API_connect-cases_UpdateTemplate.html): Associate the hidden field condition with the case template. + + + + +## Dependent field options + +You can create cascading dropdown fields where the options in a single-select field (target) depend on the selection made in another field (source), providing a more intuitive and organized experience for agents. + +To set up dependent field relationships, you first create a field options condition that defines the relationship between a source field and a target field. Then, on a case template, apply this condition to control the available options. + +For example, you may want the **State/Province** field options to change based on the selected **Country**. To achieve this you would: + + 1. Create a field options condition that maps country selections to their respective states/provinces. + + 2. Apply the field options condition to the **State/Province** field on the case template. + + + + +This feature provides a lot of flexibility. Here are a few other examples you can set up: + + * If Product Category = Electronics, show subcategories: Computers, Phones, Tablets, Accessories. + + * If Department = IT, show relevant issue types: Hardware, Software, Network, Security. + + * If Service Type = Premium, show premium-specific options in the Service Level field. + + + + +You can apply field options conditions to multiple dependent field pairs on a template. + +### Step 1: Create field options conditions + + 1. Log in to the Amazon Connect admin website with an **Admin** account, or an account assigned to a security profile that has the following permission in it's security profile: **Cases** \- **Case Templates** \- **Create**. + + 2. On the left navigation menu, choose **Agent applications** , **Case field conditions**. + + 3. Choose **New Field Condition**. + + 4. On the **Create new field condition** page, select **Field Options** as the condition type. + + 5. Configure the relationship: + + * **Source field** : Choose the field that will control the options + + * **Target field** : Choose the field whose options will be controlled + + 6. Set up the option mappings by defining which source field values correspond to which target field options. + +For example, the following configuration shows when **Country** equals **United States** , the state field will show US states: +