Custom Fields in Corso

Overview

Custom Fields allow you to collect additional information from customers during the claim process. Unlike standard claim reasons and reason details, custom fields give you flexibility to ask unique questions, gather product-specific details, or require additional uploads. This helps your team pre-qualify claims, enforce policies, and better understand customer issues.

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What You Can Expect

With custom fields, you can:

• Ask tailored questions beyond standard reasons (e.g., serial number, purchase details, packaging condition)
• Collect responses in multiple formats (text, number, date, single-select, multi-select)
• Require specific file uploads (e.g., photos, documents) to validate claims
• Use automations to make fields conditional by claim type, product, or reason
• Ensure customers see and acknowledge important information before submitting claims
• Export and report on custom field responses for deeper insights

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Key Features and Functionality

Creating Custom Fields

1. Go to your Custom Fields Library in Corso Admin.
2. Click Add Custom Field.
3. Define the field:
   • Name and Description: Example: “Serial Number (located on bottom tag)”
   • Value Type: Choose from text, number, date, single-select, or multi-select
   • File Uploads: Optionally require customers to upload media (set minimum file requirements)
4. Save the field. You can create as many as needed.

Using Custom Fields in Automations

Custom fields are not shown to customers by default. To display them, you must create an automation using Collect Additional Information.

1. Create or edit a Collect Additional Information rule.
2. Set conditions for when fields should appear. Conditions can include:
   • Claim Type: warranty, return, or shipping protection
   • Products: trigger questions only for certain products
   • Reasons & Sub-Reasons: ask additional questions if specific reasons are chosen
3. Select which custom fields to display when the conditions are met.
4. Save your automation.

Customer Experience

• Customers select their product and reason for the claim.
• If conditions are met, they are presented with custom field questions (yes/no, text input, multi-select, etc.).
• File upload requirements (e.g., “minimum of 2 images”) are enforced before submission.
• Once submitted, responses and uploaded files are stored with the claim.

Reviewing Custom Field Responses

• Custom field data displays directly within the claim record.
• Fields can be exported for reporting and analysis.
• Use responses to verify eligibility, support decision-making, or share with manufacturers.

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FAQs

Q: Are custom fields required for all claims?
No. They only appear when conditions in your automation rules are met.

Q: Can I collect file uploads as custom fields?
Yes. You can require media uploads (e.g., photos, videos) and set minimum file requirements.

Q: Can responses be exported for reporting?
Yes. Custom field data can be exported and included in reports.

Q: Can I ask different questions for warranties vs. returns?
Yes. Automations allow you to define fields separately by claim type, product, or reason.