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How to Create a Case from a Posted Form

Have you ever wondered how to create a case in CRM from a posted form? Let this blog post be your guide!

Note: This blog post contains CRM workflows which are not supported by the ClickDimensions team. If you have any questions on setting up the workflow examples below, please contact your CRM administrator or partner.

To create a case from posted form data, we will need to map to our contact record the posted field data that we want to send to our case. ClickDimensions forms will allow you to easily map submitted data to your contact record. In my example, I have added three custom fields to my contact record in order to capture the desired case data. I have created a custom section on my contact record to organize the separate case data from my actual contact data. Later in this post, we will look at how to hide this section if you do not want the data to be visible. This post will then look at using a workflow to map this data and other contact data to my case.

Locate the form editor on the contact record.

Add a new section to the form.

Once you have added the section to the form, double click to access its properties. Here you can rename the section. You can also opt to make this section visible or not visible. To start, I recommend ensuring the section is visible for testing. Once everything is mapping and your workflow is functioning as intended, you can turn off visibility, if desired.

Next, we’re going to create custom fields to reflect what information from the form is going to be mapped over to the case. I have set up three fields as an example. Click New Field in the bottom right corner.

Here is an example of a field I would like to use to capture data for my case. My form has a field asking the customer to select what kind of support they would like to receive. I would also like to record this information on my new case, so I have created the Type of Support Requested field.

Once you have created all your fields, add them to your new section by dragging them from the list on the left into your section:

Once you’re done, we will need to save and publish the changes:

Now that we have custom fields on our contact record, we need to communicate these changes to the ClickDimensions solution so we can map our form fields. Navigate to Settings > ClickDimensions Settings. Click on the Metadata button to publish those changes.

Next, we will need to navigate to our ClickDimensions form designer and map our ClickDimensions form fields to our new contact’s fields. Double click on a form field and go to its mapping section. Here you can map the form field to the relevant contact field. Make sure Override in CRM is checked. For more information on form fields and mapping, see this help article.

Once the mapping is set up, make sure to test your mapping by submitting a live form. Once submitted, you should now see your submitted information on the contact record. Here’s an example of what the data will look like on the contact record once a form is submitted:

When the form is mapping data over to the contact record, we’re ready to build out our workflow. Navigate to Settings > Processes. Click the New button. Note: You may require assistance from your CRM admin if you do not have access to build workflows.

Next, set up the workflow targeting the contact entity. Select the New Blank Process type and click OK.

Set up the Workflow Properties as below. Be sure to leave the Start When options blank.

Click Add Step and select Create Record:

Name the step and click Set Properties:

You will now see the form layout. Select the first field you want to populate data with. We will start with the description.

On the right, we’re going to pick the corresponding field from the contact record to map the data.

Click OK to map the data. The field will now turn yellow to indicate that it will populate with data:

Continue mapping until all the fields are populated as desired. Click Save and Close when finished.

Next, we need to save the workflow and activate it:

To trigger the workflow, we will navigate to the contact record and click on Run Workflow:

Select the newly created workflow from the lookup window and click Add.

Confirm you would like to run the workflow. Your new case will be created shortly! Here is an example of a case filled out using the method outlined in this blog post:

In a later blog, we will explore automating case creation.

Happy Marketing!

About the Author:

Emma D'Arcy is a Microsoft MVP and a Pre-Sales Consultant at ClickDimensions.


  1. Ludvig February 5, 2020 at 9:18 am - Reply

    Hi Emma.
    Great Post. 🙂
    I have created something like this, but just a little more automated and I am creating the Case when the Posted Form is created.

    I have created some customs fields on the Contact like you have, and have mapped the fields to a some Form Fields on a Web Content form. On the Web Content Form I have created a Custom field which gives the user the option to create a Case, an Event Participant, or an Order when a contact submit a Posted Form. In addition to this, I have created some Custom Look-up fields (to Marketing Lists) on the Campaign form. Then I have created a workflow that are creating one or more Marketing Lists on the Campaign, when a Campaign Type is set to Case, Facebook or Event.
    When a Posted Form is created, a workflow will then check if the related Web Content Form is set to create a new Case, if this is true, then the workflow will create a new Case automatically, and in the same way as you have mapped the fields when creating a new Case, I am creating the Case with the info that the contact have added when submitting.
    After creating the Case, the workflow will clear the placeholder fields on the Contact, so that the contact is ready for a new Case.
    When the workflow have created a new Case, I will also add the Contact to the Marketing List that is created and added to the Campaign that the Posted Form also is related to. This Marketing List will then start a Campaign Automation flow.

    Regards Ludvig

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