Custom Fields in Corso

Overview

Custom fields let you collect information that standard claim reasons and reason details don’t capture, such as a serial number, the condition of the packaging, or the customer’s preferred resolution. You create each field once in your custom fields library, then choose where it’s shown.

Custom fields can be used in three places:

• Return and warranty claims: Shown to customers in the Customer Portal through a Collect Additional Information automation.
• Inspections: Shown to your team on the inspection form through a Customize Claim Inspections automation.
• Product registrations: Added to the registration form under Settings > Registrations.

What you can expect

With custom fields, you can:

• Ask tailored questions beyond standard reasons (for example, serial number, purchase details, or packaging condition).
• Collect responses as Text, Number, Date, Select, or MultiSelect values.
• Show fields only for certain claim types, products, or reasons by using automation conditions.
• Pair your questions with required photo, video, or PDF uploads.
• Use responses as conditions in other automations, such as tagging a claim.
• Export responses for reporting.

Features and functionality

Creating custom fields

1. Go to Settings > Custom Fields.
2. Click Add Custom Field.
3. Fill in the field:
   • Name: The label shown on the form in the Customer Portal and Corso Admin, up to 30 characters. Example: “Serial Number”.
   • Description: Helper text shown with the field. Example: “The serial number can be found on the back of the device.”
   • Value Type: Text, Number, Date, Select, or MultiSelect.
   • Options: For Select and MultiSelect fields, a comma-separated list of choices. Example: “Yes, No”.
4. Click Create Custom Field.

You can edit a field’s name, description, and options later. The value type can’t be changed after the field is created.

Media uploads aren’t a custom field type. You require photos, videos, or PDFs in the Collect Additional Information automation instead.

Showing custom fields during a claim

Custom fields aren’t shown to customers on their own. To display them in the return or warranty flow, create a Collect Additional Information rule:

1. Go to Settings > Automations and create a new rule.
2. Under What would you like to do?, select Collect Additional Information.
3. Add conditions for when the fields should appear, such as:
   • Claim Type: Return or Warranty
   • Product Group, Product Type, or Product Collection
   • Claim Reason or Claim Reason Detail
4. Select the fields under Fields to Collect.
5. Save the rule.

Every field in the rule is required for the customer. For all available settings, see Collecting Additional Information with Custom Fields.

Customer experience

• Customers select their item, reason, and reason detail.
• If a rule matches, they’re asked your custom field questions.
• Media requirements, such as a minimum of two images, are enforced before the customer can continue.
• Responses and uploaded files are saved with the claim.

Reviewing custom field responses

• Responses appear in the Custom Fields section of each claim line item.
• Responses can be included as columns in a data export.
• Select and MultiSelect responses can be used as the Claim Custom Field Response condition in later automations, such as Tag Claim. A MultiSelect response only matches when the customer chose a single option. Use a Select field when you need to tag on the answer.

FAQ

Are custom fields required for all claims? No. They only appear when a Collect Additional Information rule’s conditions are met. When they do appear, every field in the rule is required.

Can I collect file uploads as a custom field? No. File uploads are configured in the Collect Additional Information rule, where you can require images, videos, or PDFs and set a minimum number of files.

Can responses be exported for reporting? Yes. Custom field responses can be included in data exports.

Can I ask different questions for warranties and returns? Yes. Create separate rules with a Claim Type condition on each.

Can I change a field from Text to Select? No. The value type is set when the field is created. Create a new field with the value type you need.