Customer Issue Resolution Process Flow

Customer issue resolution is the steps that need to be taken to successfully solve a customer complaint. In this guide, we're going to create a customer issue resolution workflow where a ticket gets created for the customer query and assigned to the agent for the resolution. A customer issue resolution workflow might look like this:

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 Support Form: This form will be sent to the customer via email to get the customer's basic details with the query details.
  • Ticket Generation Form: This form will be filled by the agent once the customer query has been resolved.
  • Customer Feedback Form: This form will be sent to the customer for feedback.
  1. As a first step, you have to create a Customer Support 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 Support Form in the Title field.
  5. Now drag and drop the AutoGenerate, DateTime, Text, Email, Phone, and Text data types onto Fields canvas.
  6. Click on AutoGenerate field and enter the label as Customer ID 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.
  7. Now enable Publish and Make Form Public options and click Save button to save the form. Check out the Publishing Options page to learn more about the publishing options.
  8. In the same way, you have to create the Ticket Generation Form with the fields as shown below. Drag and drop the Text, AutoGenerate, DateTime, Text, Email, Phone, Text, Text, and Signature data types onto the field canvas and label them as shown below.
  9. Now create the Customer Feedback Form with the fields as shown below. Drag and drop the Text, AutoGenerate, DateTime, Text, Email, Phone, Text, Text, Text, and Signature data types onto the field canvas and label them as shown below.

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 1 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 Ticket Generation. Under the Form Template column, click the Select Form and select the Ticket Generation Form.
    This is the action where the ticket gets created for the resolution of customer requests.
  5. Similarly, click Add Action button again. Enter the Action Title as Customer Feedback and configure the Customer Feedback form template. This is the action where you will get feedback from the customer.
  6. To get feedback from the external users, select Action Type as External Action and click Save button.
    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.
  7. 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 Ticket Generation as Start Action and Customer Feedback as End Action as shown below.
  11. Click the pencil icon under the Next Action column.
  12. Click on the Customer Feedback and click the arrow button to move it to the Selected section. Click OK.
  13. For the first action, click the bulb icon under the Auto Allocate Work Actions column.
  14. Set the configuration as shown below and click OK.
    As per this configuration, the first 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.
  15. For the second action, click the gear icon under the Configure Bot / External Action column.
  16. 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 60 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 60 minutes.
  17. Click Save Process Flow button to save the workflow.
  18. You will see the work process action page. Scroll down to the Auto Fill section and click Auto Fill Action Forms card.
  19. Click the icon under the Actions Autofill from Normal Fields column against the Ticket Generation action.
  20. Configure the fields as shown below and click Save Or Update button.
    You can see the Ticket Generation form fields on the left side. As per this configuration, the details entered in the Customer Support form will be automatically copied to the Ticket Generation form fields. It automates data entry by extracting values from the incoming request.
  21. Similarly, click the icon under the Actions Autofill from Normal Fields column against the Customer Feedback action.
  22. Configure the fields as shown below and click Save Or Update button.
    You can see the Customer Feedback form fields on the left side. As per this configuration, the details entered in the Ticket Generation form fields will be automatically copied to the Customer Feedback form fields.
  23. Now go back to the work process actions page and click on the Settings card.
  24. Make sure to uncheck the Send Works based on work start date time option and click Save button.

Configuration of Work Creation Based on Form Submission

As per the workflow, the ticket needs to be created after form submission by the customer. In this section, we will set up the configuration that generates a ticket for the customer query.

  1. An approval process must be configured to the form to create work based on form submission. Navigate to Configurator > Forms and click Customer Support Form.
  2. You will see the Form Actions page. Scroll down to the Requisition and Approval section and click Assign Approval Flow.
  3. Click Add Approval Process button, select an approval process from the dropdown, and click Assign button to assign an approval flow to the form spec. Check out the Create An Approval Flow page to learn how to create an approval process.
  4. Now click Work Management Flow card. Here, you need to define the configuration to create work based on form submission.
  5. The Work Process Details pop-up appears. Click the icon under the Mapping To column against Workflow 1. As this is a public form, the mapped work will be created when the users submit the form.
  6. Define the configuration as shown below and click Save Or Update.
    As per the above configuration, the work will be created once the submitted form gets approved by the root employee. The value in the Customer Name form field will be the input for the Customer Name work field.

Notification Configuration

In this section, we will configure notifications that will be sent to the customer through email when a ticket gets created.

  1. To configure notification when work is created, navigate to Web App > Notifications. Click Schedule New Notification button.
  2. Change the Rule Type to Event and configure the Rule Definition as shown below.
  3. Under the Delivery Rule, enter the subject for the notification, click the Email checkbox and select To as Customers Email.
  4. Enter the notification content in the Message Body field and enable the checkboxes as shown below.
  5. Click Save button to save the notification configuration.

Workflow Testing

In the above section, the workflow configuration is done. 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 a first step, you have to send the Customer Support Form to the customers. For this, navigate to Configurator > Forms. Click on the Customer Support Form card.
  2. You will see the Form Actions page. Scroll down to the Utilities section. Click Get Shareable Link/QR Code card.
  3. Share this link or QR code to the customers by enabling the checkboxes Send Public URL and Send QR Code as shown below. Enter the Mail Subject, Mail Body, and Email IDs.
  4. Click Send button. The email will be sent to the customer. You can see the below image for your reference.
  5. The customer needs to click on the link, fill in the details, and submit the form.
  6. After submitting the customer support form, the customer gets confirmation on email with notification content and work tracking links as shown below.
  7. Now the customer support team member will receive the Work Invitation on the mobile app as shown below. Tap on the 1 pending Work Invitation.
  8. Tap Accept to start work on the customer request.
  9. Tap OK on the confirmation pop-up.
  10. Now go back to the mobile app home screen and tap Workflow 1 card.
  11. Tap on the work details card.
  12. Tap the Start Actions button.
  13. Tap Ticket Generation to fill the ticket generation form.
  14. Fill the form and tap Save.
  15. Tap Save on the confirmation pop-up to complete the first action. Sync the mobile app to send the data to the server.
  16. Once the first action gets completed, the feedback link will be sent to the customer through email as shown below.
  17. The customer needs to click the link and submit the feedback form.
    As per the workflow configuration, the work process ends with this action.
  18. To view the completed work details on the web, navigate to the Web App > Processes. Click Today Works given on the Workflow 1 card.
  19. Under the Work Filters, click the Completed checkbox and click Apply button.
  20. Click eye icon under the View column.
  21. Click the arrow icon given at the Actions Performed option to view the completed work details.