Onboarding Forms Resource Guide: Build, Scale, and Manage

This guide is the companion to the End-to-End Onboarding Forms: Build, Scale, and Manage webinar (September 10, 2026). It collects every article, video, and download referenced during the session and organizes them by what you are trying to do, so you can jump straight to the piece you need instead of re-watching the recording.

The core takeaway from the webinar: start with one master form built from question templates, use tokens for anything that varies by client, and break the form off at the company level only for true one-offs. Everything below supports that approach.

If you only read one thing, read the Understanding Tokens and Customizing Question Templates articles. They are the two mechanics that make a single form scale across hundreds of clients.

1. Start Here: Get the Sample Forms
2. Build the Form: Ask the Right Questions, the Right Way
3. Get the Request to the Right Place
4. Distribute One Form to Every Client
5. Customize for One Client Without Building a New Form (The “Break It Off” Method)
6. Question Templates: The “QT” Blocks in the Sample Form
7. Tokens: Handle Client-To-Client Variance in One Form
8. Advanced: Pull Live Microsoft 365 Groups and Licenses Into the Form
9. What’s Next: Executing the Work and Closing the Loop
10. Quick decision guide

1. Start Here: Get the Sample Forms

You do not need to build an onboarding form from scratch. CloudRadial ships one (and updates it periodically based on Partner feedback). 

So, if your tenant was created in the last couple of years, look under Partner > Content > Service Requests > Sample Service Catalog Admin for the "Add New User" form.

2. Build the Form: Ask the Right Questions, the Right Way

Webinar best practice notes: 

• Use page breaks to split equipment, licensing, and basic details into tabs. 

• Hide follow-up questions with conditionals so a user who answers "No" to "Does the user need an email account?" never sees the email fields. 

• Mark important questions as required and leave the rest optional. 

  • FYI: Conditional questions show a crossed-out eye icon in the form builder.

3. Get the Request to the Right Place

The form itself does not care which PSA you use. Routing (board, status, priority, email destination - or whatever is available) is defined once through tokens such as @DefaultBoard, and the company and user are matched automatically from your PSA sync. The user sees their new ticket inside the portal without leaving UCP.

4. Distribute One Form to Every Client

Remember, Partner > Content is essentially just a template distribution center. 

Company Groups decide which clients receive which packages. To see and test exactly what a client sees, go to Partner > Clients, click the dots menu on the company, and choose Impersonate Administrator.

5. Customize for One Client Without Building a New Form (The “Break It Off” Method)

When you edit a subscribed form inside a client's portal, you will see a warning that the item will no longer update from the template. That is expected and often what you want. The form becomes independent for that company, so you can add or remove questions freely. The trade-off: template changes no longer reach it. This works well when you have fewer than about 30 clients or only a handful of true one-offs. It applies to every content type, not just forms.

6. Question Templates: The “QT” Blocks in the Sample Form

If you open the current Add New User form and see questions labeled QTNewUserDetails or QTAccountAccessInformation, those are question templates. 

They live under Partner > Settings > Question Templates. Even when a form is broken off for a specific client, the question template inside it is never severed. Update the template once, and every form using it, broken or not, updates instantly with no publish step. 

This is why advanced partners manage their core questions from question templates instead of from the form.

Note: Question templates cannot themselves trigger conditionals in the parent form. Put conditional logic inside the template, or on standalone questions.

7. Tokens: Handle Client-To-Client Variance in One Form

A token is a variable. Type @M365Groups (or anything you like) as the choices of a multi-choice question and CloudRadial will substitute the value at display time. 

Define it globally under Partner > Settings > Tokens and every client gets those choices. Override it for one client under Partner > Clients > [Company] > Tokens and only that client sees their version. 

Resolution order: company token first, then partner (global) token. If neither exists, the question is skipped. Comma-separated values become separate choices. Tokens are case-sensitive.

8. Advanced: Pull Live Microsoft 365 Groups and Licenses Into the Form

In the webinar video, the Azurative Technology and Apex demos showed a token being populated automatically from Microsoft 365 via an Azure app registration and the CloudRadial API. 

Nothing changes in the form; the token is simply refreshed from an external source on a schedule. The same pattern works for equipment lists, HR departments, PSA agreements, or anything else you can read from a script. 

Plan on 30 to 45 minutes for first-time setup with the attached script, and much less to copy to additional clients afterward. A native "pull groups from 365" question type is planned to make this a one-click option in the near future, but if you MUST get this going - even agnostic of M365 things - this is a good template to use,

9. What’s Next: Executing the Work and Closing the Loop

The webinar stopped at getting complete, accurate information into the ticket. 

Part two covers taking those form answers and actually doing the work: assigning the license, adding the groups, notifying the client, and handing off to your automation engine of choice.

Quick decision guide

• Under 30 clients, few differences: One master form from the sample catalog. Break off per client when needed.
• Any size, a few standard variations (groups, licenses, equipment): Master form with question templates for the fixed questions and tokens for the variable choices. Override tokens per client.
• Large base, many variations, technical team: Same as above, plus Azure Functions (or your own scripts) writing token values from Microsoft 365 on a schedule.
• One whale client with a fully custom process: Just build them their own form. Sometimes that is the right answer.

Questions about any of this? Reach out to your account manager or submit a request at support.cloudradial.com.