Add case field conditions to a case template in Connect Customer

Case field conditions in Connect Customer 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. With conditionally required fields, you can enforce field completion based on specific criteria. With hidden field conditions, you can 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.