Predefined Calculation: CXM - Value of field for a specific case

Summary

Given a CXM case reference and a field name, this formula will return the value of this field for the particular case.

Setup

The formula requires integration with Jadu CXM to be configured. This can be done under Settings > Integrations > Jadu CXM.

Inputs

This formula requires 3 inputs to be passed through to it:

  • the CXM case reference
  • the case field to return. Search for the field by typing in its Name or Unique identifier.
  • whether to run as the signed in user

    This determines whether the request to CXM is sent using the signed in account, or the CXM API key permissions. The signed in account may have different permissions to the API key, causing the result of the formula to differ.

Caching

When retrieved from CXM, the case is cached by XFP for the remainder of the current page load. This means that any subsequent formulae that need to access the case will not need to retrieve it from CXM.

Return values

Value Description
The value of the field If the case exists and can be accessed
An empty string Otherwise

Note: return values are case sensitive

Formula Logic

  1. The case with the specified reference is retrieved.

  2. The result of the formula is the value of the specified field from the case.

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