Configurable form headers in CSM workspaces provide a quick glance of case, account, or contact information.

Form headers include a primary value and several secondary values. You can configure the information included in the form header for the Case, Account, and Contact forms.

Table 1. Form header values
Form Primary Value Secondary Values
Case Short description
  • Account and contact (B2B)
  • Consumer (B2C)
  • Priority
  • State
Account Account Primary contact
Contact Contact Account

Displaying form header secondary values

You can configure the form header to display secondary values either below the primary value or in the Contextual side panel. The record_secondary_values_location property controls this setting.

Figure 1. Case form header secondary values displayed below the primary value
Case form header that shows secondary values for case Account, Contact, Priority, and State under the Short description primary value.
Figure 2. Case form header secondary values displayed in the Contextual side panel
Case form header that shows secondary values for case Account, Contact, Priority, and State in the Contextual side panel.
See the following topics for more information about configuring form headers:

Form header components

For CSM Configurable Workspace, the form header is made up of individual components that can be configured with UI Builder.

Individual components provide customers with flexible and granular configuration options. Customers can control the placement, size and spacing of these components, giving them the ability to show additional information that agents may need.

The Data Value Block component is used to display secondary values in the form header and the Contextual side panel. .