Customer Application Process Flow

In this guide, we're going to create a workflow where a customer gets a link through email to fill the application, and the application will be sent to the agent for validation. Here's an example workflow that we are creating.

This guide walks you through the step-by-step procedure to configure this workflow in the Effort platform.

Workflow Configuration

Getting Started With Forms

One of the first steps in creating any workflow is to create a form. A form is a template that enables you to collect and store data. To start the Workflow configuration, you have to start with the creation of the below forms.
  • Customer Details: This is the application form that will be sent to the customer.
  • Application Validation: This form needs to be filled by the internal employee to validate the customer details.
  1. As a first step, you have to create a Customer Details form in the Forms module. To create this form, navigate to Configurator > Forms. Click Create Form button.
  2. This opens the Add a New Form Template pop-up. You have to click the Create On My Own option. It enables you to create a form from the scratch.
  3. Now you will see the Create Form page with the data types on the left side. These data types help you to collect data that you need from the customers. Check out the Data Types - Basic page to learn more about the data types.
  4. Enter the form title as Customer Details in the Title field.
  5. Now drag and drop six Text, Number, Phone, Email, Date, Number, Number, Dropdown, Text, Text, Fields Group, and Fields Group data types onto Fields canvas.
  6. Drap and drop three Image data types onto the first Fields Group data type. Similarly, drag and drop two Document data types onto the second Fields Group data type as shown below.
  7. Click on the Text field and enter the label as Full Name in the Label field. Similarly, label all the fields as shown below. Check out the Field Properties page to learn more about the field properties.
  8. For the Dropdown field, enter the below dropdown values in the Add Values field.
    • House Buying
    • Home Improvement
    • Investment
    • New Car Loan
    • Used Car Loan


  9. Now enable Publish and click Save button to save the form. Check out the Publishing Options page to learn more about the publishing options.
  10. In the same way, you have to create the Application Validation form with the fields as shown below. Drag and drop the Date and Yes/No data types onto the field canvas and label them as shown below.
  11. Set the Date field as Computed and click the grey box below the field.

    If you set any field as Computed, the user cannot be able to change the populated value.
  12. On the Formula Editor pop-up, click Today. It will be populated on the grey box given on the right side. Now click Done button.
    As per this configuration, the Date field shows today's date and the users cannot modify it.
  13. Enable Publish and click Save to create the form.

Work Process Creation

In the above section, you have created forms to capture details from the customer, generate a ticket, and get feedback from the customer. Now, you have to create a work process to performs all these activities in a sequence. Follow the steps given below to create a work process.

  1. To start creating a work process, navigate to Configurator > Processes > Action Process. Click Create Process button.
  2. This opens the Add a New Action Process Template pop-up. You have to click the Create On My Own option. It enables you to create a form from the scratch.
  3. You will see the Create Action Process page. Enter the Work Process Name as Workflow 2 and click Add Action button to define the first step in the workflow.
    The work process name is generic and you can name the work process as per your requirement.
  4. Enter the Action Title as Customer Details. Under the Form Template column, click the Select Form and select the Customer Details form.
  5. As per the workflow, this is the action where the customer needs to submit the Customer Details form. To get details from the customers, select Action Type as External Action.
    If you set any action as External Action, the work action link will be sent to the external users, and they can complete it without logging into Effort.
  6. Similarly, click Add Action button again. Enter the Action Title as Application Validation and configure the Application Validation form template.
  7. Click Save button to create the work process. You will see the work process action page. Click Manage Fields card to define the work fields that are used to create a work. Using these fields work will be created and assigned.
  8. To add a new field, click Add Field button. Use up and down arrows under the Order column to change the order of the work fields. Define the fields as shown below and click Save button.
  9. You will see the work process action page. Click Manage Flow card to define the workflow like from which action to start the work, where to end, what action to be executed after completing a work action, etc.
  10. Make the Customer Details as Start Action and Application Validation as End Action as shown below.
  11. Click the pencil icon under the Next Action column.
  12. Click on the Application Validation and click the arrow button to move it to the Selected section. Click OK.
  13. Click the gear icon under the Configure Bot / External Action column.
  14. Click Add Input button. Select Contact Type as Email, Field Type as Email Fields In Work, and Field as Customers Email. Enter the link expiry limit as 90 minutes and enable the checkbox as highlighted in the below screenshot. Once you have finished the configuration, click Save button.
    As per this configuration, the work action link will be sent automatically to the customer email and it is valid for 90 minutes.
  15. For the second action, click the bulb icon under the Auto Allocate Work Actions column.
  16. Set the configuration as shown below and click OK. As per this configuration, the second work action will be assigned automatically to the Customer Support team. The Customer Support team is an employee group. Check out the Add Employee Group page to learn how to create an employee group.
  17. Click Save Process Flow button to save the workflow.

Workflow Testing

In the above section, we've completed the workflow configuration part. Now we need to test the workflow to ensure the configuration is working properly. Follow the steps listed below to check how this workflow works.

  1. As per the workflow, the employee needs to fill the basic customer details. To complete this step, navigate to Web App > Processes. Click on the Workflow 2 card.
  2. Click Add Work button.
  3. Fill in the customer details and click Save.
  4. After saving the work, the customer gets an email with the work action link. As per the workflow, the customer needs to fill the Customer Details form. The customer doesn't need Effort login credentials to fill the form.
  5. The customer needs to click on the link and submit the form.
  6. On submission of the form, the next action “Application validation” will be initiated. As per the configuration, the work action invitation will be sent to the Customer Support team.
  7. Tap Accept to start work on the customer request.
  8. Tap OK on the confirmation pop-up.
  9. Now go back to the mobile app home screen and tap Workflow 2 card.
  10. Tap on the work details card.
  11. Tap the Next Step button.
  12. Tap Application Validation to fill the application validation form.
  13. Fill the form and tap Save.
  14. Tap Save on the confirmation pop-up to complete the second action. Sync the mobile app to send the data to the server.
  15. To view the completed work details on the web, navigate to the Web App > Processes. Click Today Works given on the Workflow 2 card.
  16. Under the Work Filters, click the Completed checkbox and click Apply button.
  17. Click eye icon under the View column.
  18. Click the arrow icon given at the Actions Performed option to view the completed work details.