Customer Service Process Flow

A workflow is a series of sequential tasks that need to be executed in order to complete a particular goal. It starts with one action that leads to another action, that gets split into two possible actions, and so on.

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 nearest agent for the resolution. A customer issue resolution workflow might look like this:

This document 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 opened when customers scan a QR code. The customer needs to fill in the details like problem statement, contact details, address, and location.
  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 DateTime, Text, Phone, Email, Label, Text, Text, Text, Text, Location, and Country data types onto Fields canvas.
  6. Click DateTime field and enter the label as Issue Occurred Date and Time 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 Repair Form with the fields as shown below. Drag and drop the Text, Number, Text, Yes/No, and Signature data types onto the field canvas and label them as shown below.
  9. Similarly, create the Customer Feedback form with the fields as shown below. Drag and drop the Text and Text data types onto the field canvas and label them as shown below.

Work Process Creation

In the above section, you have created a customer support form to capture details 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 Customer Service Process and click Add Action button to define the first step in the workflow.
  4. Enter the Action Title as Start Work. Under the Form Template column, click the Select Form and select the Sample Form.
  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.
  7. You will see the work process actions 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. Add Email field as shown below. Click Add Field button, enter Field Label as Email and select Email data type.

  9. Define the fields as shown below and click Save button.
  10. You will see the work process actions 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.
  11. Make the Start Work as Start Action and Customer Feedback as End Action as shown below.
  12. Click the pencil icon under the Next Action column.
  13. Click on the Customer Feedback and click the arrow button to move it to the Selected section. Click OK.
  14. For the second action, click the gear icon under the Configure Bot / External Action column.
  15. Click Add Input button. Select Contact Type as Email, Field Type as Email Fields In Work, and Field as Email. Enter the link expiry limit as 120 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 120 minutes.
  16. Click Save Process Flow button to save the workflow.
  17. You will see the work process action page. Scroll down to the Allocation and Scheduling section. Click Manage Auto Allocate And Scheduling card to configure auto allocation of the works based on location and employee availability.
  18. Define the configuration as shown below and click Save.
    As per this configuration, the work invitations will be sent to the employees who don't have incomplete works and are present within 90 km from the work location.

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 Customer Service Process. As this is a public form, the mapped work will be created when the users submit the form.
  6. Select On Submit and Auto Approve by root Employee for Create Work and enable the checkbox highlighted below.
  7. 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 auto approved by the root employee. The value in the Problem Statement form field will be the input for the Work 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. In this step, we will create a notification configuration that notifies the customer when the work gets created. 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 click Save button to save the notification configuration.
  5. Similarly, create a notification configuration that notifies the customer when an agent accepts the work invitation. Change the Rule Type to Event and configure the Rule Definition as shown below.
  6. Under the Delivery Rule, enter the subject for the notification, click the Email checkbox and select To as Customers Email.
  7. Enter the notification content in the Message Body field and enable the checkboxes as shown below.
  8. Click Save button to save the notification configuration.
  9. Now, create a notification configuration that notifies the employee when work gets assigned. Change the Rule Type to Event and configure the Rule Definition as shown below.
  10. Under the Delivery Rule, enter the subject for the notification, click the Email checkbox and select To as Customers Email.
  11. Enter the notification content in the Message Body field and 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. A pop-up opens with a shareable link and QR code. You can download the QR code and keep it wherever you want. You can also send the public URL and QR code through email to the customers.
  4. The customer needs to scan the QR code with the scanner app.
    You can download the below app from the Play store to scan the QR code.

  5. The customer needs to fill the Customer Support 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 an employee near the work location 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 the Sync option. The customer gets a notification regarding the work assignment along with work and employee tracking links.
    The below page appears with the work details and actions performed when you click on the work tracking link.

    The below page appears with the employee location and work location when you click on the employee tracking link.

  11. To complete the assigned work, tap Customer Service Process card.
  12. Tap on the work details card.
  13. Tap the location option to view the customer's location on the map.
  14. You can see the customer's location on the map. There are options to get driving directions to the customer's location.
  15. On reaching the customer location, tap Start Action to do the activity.
  16. Tap Start Work to fill the Repair form.
  17. Fill the form and tap Save.
  18. Tap Save on the confirmation pop-up to complete the first action. Sync the mobile app to send the data to the server.
  19. Once the first action gets completed, the feedback link will be sent to the customer through email as shown below.
  20. The customer needs to click the link and submit the feedback form.
  21. To view the completed work details on the web, navigate to the Web App > Processes. Click Today Works given on the Customer Service Process card.
  22. Under the Work Filters, click the Completed checkbox and click Apply button.
  23. Click eye icon under the View column.
  24. Click the arrow icon given at the Actions Performed option to view the completed work details.