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Workflow Example Setup

This section details the step-by-step process of creating and integrating multiple workflows into a single form based on the following scenario:

An organization wants a way to prompt Call Center Reps to possibly update a customer’s information if the customer’s information has not been updated in more than 90 days.

The organization wants to execute this via a pop-up window (referred to in this guide as the Customer Update form) that would only display when the following conditions are met:

·            Only prompts when the logged-in user is a Call Center Rep (persona).

·            Only prompts when the Call Center Rep searches for a customer via Customer Central.

·            Only prompts when the searched-for customer’s Modification Date is greater than 90 days.

The organization also wants the following options to appear on the Customer Update pop-up window:

·            Update Customer Information Now
This option takes the user to either a update screen for Individuals or an update screen for Companies (based on the customer’s Record Type)

·            Within the Individual Update screen, if the “Is a Student?” value is “Yes,” then a School Information section should appear. If the “Is a Student?” value is “No,” then a Technical Interests section should appear.

·            Send Customer a Reminder Email
This option sends a notification email to the customer reminding him/her to visit the organization site and update any outdated information.

·            Skip the Update and Continue
This option closes the pop-up window and returns the user to the CUS001 screen for that customer.

In order to create the scenarios above, you must create a separate Customer form (referred to as the Customer Update form in this section) which includes the following pages:

·            SearchPage 
(where users search for the customer)

·            DetailPage 
(where users view customer information and decide whether or not to update the customer information)

·            Start 
(informs users the customer’s info has not been updated in 90 days and provides them with 3 options of how to act on this information)

·            IndividUpdate 
(provides users with the current customer information for those with a Customer Status of “Individual” and allows them to update it)

·            Education
(provides users with the Individual’s Education information, if he/she is a student, and allows them to update it)

·            Technical Interests
(provides users with the Individual’s Technical Interest information, if he/she is not a student, and allows them to update it)

·            CompanyUpdate
( provides users with the current customer information for those with a Customer Status not equal to “Individual” and allows them to update it)

For the purposes of this section, each workflow for this scenario is broken out to show a sample set-up employing the following workflow functionalities:

1.    Workflow triggered by the logged-in user’s persona and a database field that opens a new form.

2.    Workflow triggered by a button that sets different controls as Active based on a database field.

3.    Workflow triggered by a drop-down value that sets different controls as Active based on the selected drop-down value.

4.    Workflow triggered by a button that creates a notification event.

5.    Workflow triggered by a button that closes a form.