In CRM forms, you can configure the rules for displaying fields to adapt the form to different clients. If not set up correctly, the client will not see the required fields in the form or, on the contrary, will see unnecessary fields.

You will learn what errors can occur in the field display rules and how to avoid them.

An unnecessary condition

If you select a value for the field to be displayed in the rule settings, it will be hidden in the CRM form if any other values are set. Additional conditions for hiding the field do not need to be configured.

Example of rule settings:

• if the “Delivery method” field is equal to “Courier delivery”, then show the “Delivery address” field,
• if the “Delivery method” field is equal to “Pickup”, then hide the “Delivery address” field.

In this example, the second part of the condition is unnecessary. The “Delivery Address” field will appear in the CRM form only if you select “Courier Delivery” in the “Delivery Method” field. If any other value is selected, the “Delivery address” field will be hidden.

Solution. Leave only the first condition - if "Delivery Method" equals "Courier Delivery", then show the "Delivery Address" field.

Contradiction of conditions

If in the settings of the rule "Different field values manage different fields" multiple conditions are specified for one field, only the last one will be applied.

Example of rule settings:

• If the "City" field equals "New York", show the "Delivery Method" and "Delivery Address" fields.
• If the "City" field equals "Chicago", show the "Delivery Address" field.

With this rule setup, the "Delivery Address" field will appear in the CRM form only if "Chicago" is selected in the "City" field. If "New York" is selected, the "Delivery Address" field will be hidden.

Solution. Add two rules to the CRM form:

• "Different field values manage a single field" — list all conditions under which the "Delivery Address" field should be displayed: if the "City" field equals "New York" OR "Chicago", show "Delivery Address".
• "Different field values manage different fields" — if the "City" field equals New York, show "Delivery Method".

Intersection of conditions

If two "The set of field values manage a single field" rules are added to a CRM form, where the values of one field will match and the second one will differ, only the last rule will be applied.

Example of rule settings:

• If the "Delivery Method" field equals "Pickup" AND the "City" field equals "New York", show the "Select Pickup Point" field.
• If the "Delivery Method" field equals "Pickup" AND the "City" field equals "Chicago", show the "Select Pickup Point" field.

The "Select Pickup Point" field will appear in the CRM form only if "Chicago" is selected in the "City" field. If "New York" is selected, the "Select Pickup Point" field will be hidden.

Solution. In the "The set of field values manage a single field" rule, it is not possible to set different cities with the same "Delivery Method" value. Set the rule so that the display of the "Select Pickup Point" field depends only on the city or delivery method choice. For example, use the "Different field values manage the same fields" rule.

• Configure field show rules in CRM forms
• CRM forms
• Add a CRM form
• Use cases for CRM forms