The Hierarchical Picklist component enables brands to capture multi-level categorical information through a single, interactive dropdown. It is designed for use cases where the user must drill down through multiple layers of a hierarchy—such as Issue Category → Sub-Issue → Reason—within one consolidated component, without needing separate fields for each level.

This component fetches hierarchical values from a selected Entity Studio entity, and dynamically renders an expandable tree structure. Users can navigate through categories using arrow expanders, search across all levels, and select a final leaf value. The full hierarchical path is then returned as the component’s output.

The Hierarchical Picklist component is a powerful capability when deep category structures need to be captured efficiently. It consolidates multi-level selections into a single, searchable, interactive UI—saving space and significantly improving user experience.

Various Fields in Picklist Input

​

​

​Note: You can hover over the info icon next to each field for a description.

• API Name: The API Name is a unique identifier used to reference a particular object, field, or component in an application programmatically. It is typically used in backend code, integrations, or API calls. API Names are often system-generated and follow a specific naming convention, such as using underscores instead of spaces (e.g., Customer_Status__c). 

• Label: The Label is the user-friendly name for an object, field, or component that is displayed in the user interface (UI). It is designed to be easily understood by end-users and often includes spaces or capitalization for readability (e.g., "Customer Status").

• Add Help Text is the text that will be displayed to the end user to understand the label's meaning.

• Placeholder is the guiding text displayed before the user makes any selection.

• Mark Field as Mandatory to mark the field mandatory. If the field is not filled, it will not allow the user to move to the next step. 

• Entity Type: Choose the Entity Studio entity from which hierarchical data will be fetched. The component supports only Entity Studio as the data source.

• Levels of Hierarchy: After selecting an entity, define the entity fields that represent each level of the hierarchy. You may add as many levels as required. For example, if the entity contains

  • Issue Category 1

  • Issue Category 2

  • Issue Category 3

You can map each of these fields into the hierarchy builder in order. The picklist then automatically creates hierarchical relationships from entity records where the field values match.

​

​

• Filter Records: When a Hierarchical picklist is configured with data source as By Entity Type, you can apply a filter based on the fields available in the entity.

• Delimiter: Defines how the final hierarchical path will be formatted when output to the next screen. Example delimiters are "/", ">", "→". The default delimiter value is "→".

• Default Value: Optionally prepopulate a hierarchical path using fixed values or workflow variables.

• ​Add on Select Action: Enable this to pass the value selected to the next or previous screen component.

• Enable Reporting: The Enable Reporting toggle allows users to specify whether the auto-drafted values in the screen component should be included in reporting. When enabled, this ensures that auto-saved data is captured and made available for analytics, addressing gaps in reporting accuracy caused by un-submitted workflows.

• Visibility Conditions: A rule or set of rules that determine whether a specific element, field, or component is visible to users in an application or interface. These conditions are typically based on factors such as user roles, permissions, field values, or contextual data. Visibility conditions ensure that users only see relevant information, improving usability and security. 

• Example  

  • Condition: Display a "Priority Escalation" section if the "Ticket Priority" is set to "High." 

  • Implementation: Visibility Condition: Ticket_Priority == 'High' 

  • Result: The "Priority Escalation" section appears only for high-priority tickets. 

• Input Disability Condition: A rule or set of criteria that determines whether a specific element, such as a field, button, or component, should be disabled (i.e., grayed out and non-interactive) in a user interface. It restricts user interaction based on certain conditions, ensuring that actions are contextually valid or preventing errors. 

• Example: 

  • Based on Field Value: 

    • Condition: Disable the "Submit" button if the "Terms and Conditions" checkbox is unchecked. 

    • Result: The user cannot submit the form until they accept the terms. 

  • Based on User Role: 

    • Condition: Disable the "Delete Record" button for users without "Admin" permissions.

    • Result: Only admins can delete records, while other users see the button but cannot interact with it. 

  • Based on Data Completeness: 

    • Condition: Disable the "Next" button until all required fields are filled. 

    • Result: Users are prevented from moving forward until they complete the required steps.

​

​Example Scenario

Use Case: Capturing Airline Route Context for a Service Request

​A support agent is creating a case related to an airline operational issue. Instead of filling multiple separate fields (Airline, City, Route Type, Destination), the agent uses a single Hierarchical Picklist to drill down and select the exact context.

Entity Configuration (Entity Studio)

Entity Name: Airline_Route_Issues

Hierarchy Setup in the Picklist: Configured Levels of Hierarchy (in order):

1. Airline Name*

2. Origin City

3. Route Type

4. Destination City

User Experience as shown in the image

1. The agent clicks the Hierarchical Picklist.

2. The dropdown opens and displays an expandable tree.

3. The agent navigates the hierarchy:

   • Selects Airline1

   • Expands Delhi

   • Expands Interstate

   • Chooses Mumbai