Integrating Pia with CloudRadial

CloudRadial can integrate directly with Pia SmartForms. SmartForms streamline client interactions and automate workflows, enhancing efficiency and accuracy.

Why add Pia's forms in addition to your own in CloudRadial? Because they offer:

• Dynamic Digital Forms – Lets you capture client information effortlessly, reducing manual entry and errors.
• Zero-Touch Automation – Allow your clients to trigger processes themselves, minimizing engineering involvement, from directly within their own CloudRadial portal.
• Real-Time Data & Verification – Ensure accuracy with up-to-date, validated information.
• End-to-End Visibility – Keep clients informed with real-time request updates with visibility within CloudRadial's own ticket viewing section of the feature set.

These forms can be added inside of CloudRadial's own Problem Report and Service Request areas of the feature set. Follow the instructions below to activate these forms for users in your CloudRadial portal.

• Connecting Pia and CloudRadial
  • Enabling SmartForms in Pia
  • Enabling SmartForms in CloudRadial
• Enabling SmartForms for Clients and Users
  • Turning on SmartForms for Specific Clients
  • Turning on SmartForms for Specific Users
• 5. Displaying a Pia SmartForm in CloudRadial

Connecting Pia and CloudRadial

The first thing you should do is connect Pia's forms to CloudRadial. 

Notes:

• To first set up the Pia integration, you will need an active subscription to Pia.
  • You will also need your PSA already connected to Pia. If this is not done, please do so before continuing. 
• You can learn more about Pia and their SmartForms by clicking here. 
• Note: All the actions in these instructions must be performed in Live Mode. 

Enabling SmartForms in Pia

1. When logged into Pia's Partner Portal, navigate to SmartForms on the left-hand sidebar
2. Select the Integrations button at the top in the navbar and toggle it to Yes. 
   
   
    
3. Copy your SmartForms portal URL - we'll enter it into CloudRadial in the next step. 
4. Select Save at the bottom to save your settings.

This will allow CloudRadial to authenticate on the SmartForms portal.

Enabling SmartForms in CloudRadial

Once you have an account, you will first enable the integration from within CloudRadial. 

1. Log in to your CloudRadial tenant
2. Navigate to Partner > Settings 
3. Select Integrations under the Configuration column and select Pia
   
   
    
4. Check the Enable checkbox and enter in your Pia Portal URL
   • The format of the URL should be as follows:
     • [Partner Name].forms.pia.ai
5. Select Submit to finalize the integration 

You will now have two new content packages under Partner > Content. They will both be named Pia SmartForms. You'll have one of each identically named package under your Problem Reports and Service Request areas of Content.

Enabling SmartForms for Clients and Users

Once you have connected the two systems, the next step is to enable who gets to see the forms within Pia.

Turning on SmartForms for Specific Clients

SmartForms must be enabled for specific clients to have their forms appear correctly. To do so:

1. In Pia's Partner Portal, navigate to SmartForms 
2. Select the Clients button
3. Toggle SmartForms on for the client(s)
   • Note: The change will automatically be saved. There is no Save button.
     
     
      
4. Once activated for a client, select the link inside the Enabled Forms column and enable the specific form(s)
5. Now, select the Portal option under the Links column
6. Sign in with your Microsoft account
   • Note: This should be an Administrator in the Partner Portal or should be configured as the SmartForms Primary Administrator for this client in the Partner Portal.

3. Turning on SmartForms for Specific Users

Once enabled for a company, you must turn on SmartForms display for the individual users of that organization. To do so:

1. In the SmartForms portal, find a client to manage and select the Portal option under the Links column
2. Select the Settings gear at the top right and select Users
   
                                                          
   
    
3. Select the New User button at the top right and enter in their details
4. Select Submit to finalize your change
5. Under the Forms column, select the link
6. Tick each SmartForm that the user should have access to
   
   
    
7. Select Save to finalize your selection

Repeat steps #2-3 for each client and user that needs forms enabled in CloudRadial.

5. Displaying a Pia SmartForm in CloudRadial

Once you have both enabled authentication and enabled the integration, you can add in your forms as individual pieces of content within a content package or create your own. To do so:

1. Navigate to Partner > Content inside of CloudRadial
2. Select your preferred Pia SmartForms content package
   • Reminder: This is located in both the Problem Reports and Service Requests areas
     • You can also create your own content package for Pia SmartForms by clicking add and using the content type Service Requests or Problem Reports and checking the box that says This Template Package is for Pia SmartForms
       
        
3. Add a new item within the package and enter the details of the form
   • Note that Form Id will be specific to individual forms.
     • To find this ID easily, log in to Pia as an administrator.
     • From there, navigate to SmartForms and select the Forms button
     • Select the button to copy the ID of the form to paste back in CloudRadial
       
       
        
4. Select Submit to finalize the form creation

As with any other type of CloudRadial content, you must select the Publish button in the content package settings to send the form to users.

Users will now be able to access their forms if the authentication matches for companies, users, and specific forms.