Custom FieldsThe existing controls on forms can be extended with an option to save the final value of the field in a custom reporting field. Such custom fields are to be used for values that are not already present on default (e.g., account number in a third-party system, or an additional phone number that came in on an incoming call).Custom fields may be added to Contact, Company, Case, Activity History, and [[contact-center-administrator-guide/KnowledgeBase|Knowledge Base]]. To add a new field, click '''Add''' and specify the name of the custom field.Storage for these custom fields is provided in detailed reports. Note that only non-aggregated fields can be selected for storage in detailed reports.'''Note:''' Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making any changes to custom fields, we recommend that all affected logged-in agents refresh their browser page.[[File:CCA-CCM-Custom-Overview-5399sc.PNG|800px|thumbnail|center|Custom fields are added to Contact, Company, Case, Activity History, and the Knowledge Base]]''Contact'' custom fields are used to create unique fields related to contacts. These fields can be used in the [[agent-guide/Details|Contacts]] section of Agent Desktop or added to forms in the [[form-builder-reference-guide/FormBuilderOverview|Form Builder]] application.[[File:CCA-CCM-Custom-Contact-Config-5399sc.PNG|450px|thumb|center|Custom Contact field settings]]This is the name of the custom contact field.The type of field is '''Text'''.When selected, this checkbox allows this field to be searchable in scenarios and workflows with the [[Scenario-builder-reference-guide/ScenarioBlocks/BrightPatternSearchObject|Bright Pattern Search Object Block]]. Note a maximum of three custom fields per object type may be marked searchable.''Company'' custom fields are used to create unique fields related to companies. These fields can be used in the [[form-builder-reference-guide/FormBuilderOverview|Form Builder]] application.[[File:CCA-CCM-Custom-Company-Config-5399sc.PNG|450px|thumb|center|Custom Company field settings]]This is the name of the custom company field.The type of field is '''Text'''.When selected, this checkbox allows this field to be searchable in scenarios and workflows with the [[Scenario-builder-reference-guide/ScenarioBlocks/BrightPatternSearchObject|Bright Pattern Search Object Block]]. Note a maximum of three custom fields per object type may be marked searchable.''Case'' custom fields are used to create unique fields related to cases. These fields can be used in [[contact-center-administrator-guide/ScenarioEntriesOverview|Scenario Entries]] or added to forms in the [[form-builder-reference-guide/FormBuilderOverview|Form Builder]] application.[[File:CCA-CCM-Custom-Company-Case-5399sc.PNG|450px|thumb|center|Custom Case field settings]]This is the name of the custom company field.The type of field is '''Text'''.When selected, this checkbox allows this field to be searchable in scenarios and workflows with the [[Scenario-builder-reference-guide/ScenarioBlocks/BrightPatternSearchObject|Bright Pattern Search Object Block]]. Note a maximum of three custom fields per object type may be marked searchable.''Activity History'' custom fields are used to gather information related to a contact's [[agent-guide/Activities|activities]]. They also can be connected to [[#KnowledgeBaseFields|Knowledge Base]] fields. The configuration is defined system-wide, for all articles. By default, no fields are configured to be associated with Knowledge Base articles. [[File:CCA-CCM-Custom-Company-Activity-History-5399sc.PNG|450px|thumb|center|Custom Activity History field settings]]This is the name of the custom activity history field.The type of field is '''Text'''.When selected, this setting allows custom Activity History fields configured in [[Form-builder-reference-guide/Purpose|forms]] to be seen in exported campaigns results. This setting allows this field to be written in the operational database. Note that Bright Pattern recommends checking either this setting, the ''Export in campaign results'' setting, or both; if neither is selected the data will not be written to the database.When selected, this checkbox allows this field to be searchable in scenarios and workflows with the [[Scenario-builder-reference-guide/ScenarioBlocks/BrightPatternSearchObject|Bright Pattern Search Object Block]]. Note a maximum of three custom fields per object type may be marked searchable.''Knowledge Base'' custom fields are used in conjunction with [[contact-center-administrator-guide/ActivityForms|activity forms]] agents use while on calls. Agents may choose to use a Knowledge Base article and use its contents to fill the form. When they click the '''Use''' button, a number of fields on the form will be prefilled with these associated custom field values. Initially, the supported field presentation types are text and list. The list configuration control is similar to the list configuration dialog in chat styling form configuration. All configuration options allow you to select from a list of Activity History variables.[[File:CCA-CCM-Custom-Company-Knowledge-Base-Overview-5399sc.PNG|650px|thumb|center|An example of Knowledge Base custom fields]]This is the name of the custom Knowledge Base field.Choose from '''Text''' or '''Selection List'''. Note: If '''Selection List''' is chosen, you will configure list options in the [[#Options|Options]] setting.If you would like a custom Activity History field to be associated with your custom Knowledge Base field, you may configure it here.If you have chosen '''Selection List''' as the type of custom Knowledge Base field, you will configure the list options here.[[File:CCA-CCM-Custom-Company-Knowledge-Base-5399sc.PNG|450px|thumb|center|Custom Knowledge Base field settings]]