{"id":77384,"date":"2021-01-12T14:34:11","date_gmt":"2021-01-12T05:34:11","guid":{"rendered":"https:\/\/support.questetra.com\/developer-blog\/inquiry-handling-process-20151013\/"},"modified":"2023-03-29T16:15:18","modified_gmt":"2023-03-29T07:15:18","slug":"inquiry-handling-process-20151013","status":"publish","type":"post","link":"https:\/\/support.questetra.com\/en\/templates\/inquiry-handling-process-20151013\/","title":{"rendered":"Inquiry Handling Process"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><div class=\"su-box su-box-style-default\" id=\"\" style=\"border-color:#0b6305;border-radius:0px;max-width:none\"><div class=\"su-box-title\" style=\"background-color:#3E9638;color:#ffffff;border-top-left-radius:0px;border-top-right-radius:0px\">Inquiry Handling Process<\/div><div class=\"su-box-content su-u-clearfix su-u-trim\" style=\"border-bottom-left-radius:0px;border-bottom-right-radius:0px\">Accepts and responds to inquiries from customers. A response template is generated automatically when an inquiry via web form or email is received. If translation or technical advice is required each [2ab. Answer Support] Step will be assigned to a team of specialists. Support team staff can send a response at the [1. Drafting Answer (Help request)] Step or a sales representative can respond in the [2x. Result of Sales correspondence] Step. When a response email is sent the time required for the answer is calculated automatically.<\/div><\/div>\n\n\n<div class=\"su-spoiler su-spoiler-style-modern-light su-spoiler-icon-plus-square-1\" data-anchor=\"nodes\" data-scroll-offset=\"0\" data-anchor-in-url=\"no\"><div class=\"su-spoiler-title\" tabindex=\"0\" role=\"button\"><span class=\"su-spoiler-icon\"><\/span>BPMN Nodes<\/div><div class=\"su-spoiler-content su-u-clearfix su-u-trim\">\n\n\n\n<ul class=\"fa-ul wp-block-list\">\n<li><strong>0. Inquiry on Telephone and Visit<\/strong> The telephone receptionist registers the inquiry information.<\/li>\n\n\n\n<li><strong>1. Drafting Answer (Help request)<\/strong> The person in charge answers by seeking advice if necessary. Also possible to ask a sales representative to respond.<\/li>\n\n\n\n<li><strong>2a. Answer Support<\/strong> The translator translates the answer text.<\/li>\n\n\n\n<li><span class=\"fa-li\"><span class=\"fa-layers fa-fw\"><i class=\"far fa-rectangle-landscape fa-lg\" style=\"color:#4a86e8;\"><\/i><span class=\"fa-layers-text\" data-fa-transform=\"shrink-8\">13<\/span><\/span><\/span> <strong>2b. Answer Support<\/strong> The person in charge advises the person in charge of answering.<\/li>\n\n\n\n<li><span class=\"fa-li\"><span class=\"fa-layers fa-fw\"><i class=\"far fa-rectangle-landscape fa-lg\" style=\"color:#4a86e8;\"><\/i><span class=\"fa-layers-text\" data-fa-transform=\"shrink-8\">14<\/span><\/span><\/span> <strong>2x. Result of Sales correspondence<\/strong> The sales representative takes over the responding to the customer.<\/li>\n\n\n\n<li><strong>x1. Reply Template set<\/strong> The system generates a template of the answer text with the inquiry information and sets it in the data item.<\/li>\n\n\n\n<li><strong>x2. Time required Calculation<\/strong> The system calculates the response time and sets the result in Data Item.<\/li>\n\n\n\n<li><strong>x3. Aggregation flag &#8211; on<\/strong> The system deletes the value of &#8220;Do not count this&#8221; which is set as the Initial value in the Data Item &#8220;(Exclusion Flag)&#8221;.<\/li>\n<\/ul>\n\n\n<\/div><\/div>\n\n\n<div class=\"su-spoiler su-spoiler-style-modern-light su-spoiler-icon-plus-square-1 su-spoiler-closed\" data-anchor=\"diagram\" data-scroll-offset=\"0\" data-anchor-in-url=\"no\"><div class=\"su-spoiler-title\" tabindex=\"0\" role=\"button\"><span class=\"su-spoiler-icon\"><\/span>Workflow Diagram (click to open)<\/div><div class=\"su-spoiler-content su-u-clearfix su-u-trim\">\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img data-recalc-dims=\"1\" loading=\"lazy\" decoding=\"async\" width=\"804\" height=\"630\" data-attachment-id=\"99572\" data-permalink=\"https:\/\/support.questetra.com\/en\/templates\/inquiry-handling-process-20151013\/attachment\/inquiry-handling-process-20151013-en\/\" data-orig-file=\"https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/inquiry-handling-process-20151013-en.png?fit=1074%2C842&amp;ssl=1\" data-orig-size=\"1074,842\" data-comments-opened=\"0\" data-image-title=\"inquiry-handling-process-20151013-en\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/inquiry-handling-process-20151013-en.png?fit=804%2C630&amp;ssl=1\" src=\"https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/inquiry-handling-process-20151013-en-804x630.png?resize=804%2C630&#038;ssl=1\" alt=\"\" class=\"wp-image-99572\" srcset=\"https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/inquiry-handling-process-20151013-en.png?resize=804%2C630&amp;ssl=1 804w, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/inquiry-handling-process-20151013-en.png?resize=402%2C315&amp;ssl=1 402w, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/inquiry-handling-process-20151013-en.png?resize=768%2C602&amp;ssl=1 768w, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/inquiry-handling-process-20151013-en.png?w=1074&amp;ssl=1 1074w\" sizes=\"auto, (max-width: 804px) 100vw, 804px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>BPMN Icons<ul><li>Start Event<\/li><li><a rel=\"noreferrer noopener\" href=\"https:\/\/support.questetra.com\/en\/bpmn-icons\/message-start-event-email\/\" target=\"_blank\">Message Start Event (email)<\/a><\/li><li><a rel=\"noreferrer noopener\" href=\"https:\/\/support.questetra.com\/en\/bpmn-icons\/message-start-event-form\/\" target=\"_blank\">Message Start Event (form)<\/a><\/li><li>End Event<\/li><li>Join Gateway<\/li><\/ul>\n<ul class=\"wp-block-list\">\n<li><a rel=\"noreferrer noopener\" href=\"https:\/\/support.questetra.com\/en\/bpmn-icons\/throwing-message-intermediate-event-email\/\" target=\"_blank\">Throwing Message Intermediate Event (email)<\/a><\/li>\n\n\n\n<li><a rel=\"noreferrer noopener\" href=\"https:\/\/support.questetra.com\/en\/bpmn-icons\/human-task\/\" target=\"_blank\">Human Task<\/a><\/li>\n\n\n\n<li><a rel=\"noreferrer noopener\" href=\"https:\/\/support.questetra.com\/en\/bpmn-icons\/service-task-data-assignment\/\" target=\"_blank\">Update Data<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/support.questetra.com\/en\/bpmn-icons\/script-task\/\" target=\"_blank\" rel=\"noreferrer noopener\">Script Task<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n<\/div><\/div>\n\n\n<div class=\"su-spoiler su-spoiler-style-modern-light su-spoiler-icon-plus-square-1 su-spoiler-closed\" data-anchor=\"vars\" data-scroll-offset=\"0\" data-anchor-in-url=\"no\"><div class=\"su-spoiler-title\" tabindex=\"0\" role=\"button\"><span class=\"su-spoiler-icon\"><\/span>Variables (click to open)<\/div><div class=\"su-spoiler-content su-u-clearfix su-u-trim\">\n<ul class=\"fa-ul\">\n<li><span class=\"fa-li\"><i class=\"fal fa-info fa-lg\" style=\"color:#5F04B4;\" title=\"Guide Panel\"><\/i><\/span> <strong>= Inbound Contents =<\/strong> <span style=\"font-style:italic;\"> 0<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>Acceptance Number<\/strong> <span style=\"font-style:italic;\">q_Acceptance 1<\/span>: <span style=\"color:#0693E3;\">#{processInstanceId}-#{#sformat(&#8216;%03d&#8217;, processInstanceSequenceNumber)}<\/span><\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>Last Name<\/strong> <span style=\"font-style:italic;\">q_Last_Name 2<\/span><span style=\"color:#990000;\">*<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>First Name<\/strong> <span style=\"font-style:italic;\">q_First_Name 3<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>Company Name<\/strong> <span style=\"font-style:italic;\">q_Company 4<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>Phone Number<\/strong> <span style=\"font-style:italic;\">q_Phone 5<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>Email Address<\/strong> <span style=\"font-style:italic;\">q_Email 6<\/span><span style=\"color:#990000;\">*<\/span>: Message Start Event sets this<\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>Servicing URL<\/strong> <span style=\"font-style:italic;\">q_URL 7<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box multiple lines)\"><\/i><\/span> <strong>Inquiry<\/strong> <span style=\"font-style:italic;\">q_Inquiry 8<\/span><span style=\"color:#990000;\">*<\/span>: Message Start Event sets this<\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-copy fa-lg\" style=\"color:#04B404;\" title=\"File\"><\/i><\/span> <strong>Attachment<\/strong> <span style=\"font-style:italic;\">q_Attachment 9<\/span>: Message Start Event sets this<\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-list-alt fa-lg\" style=\"color:#AEB404;\" title=\"Select (Check Box)\"><\/i><\/span> <strong>Privacy policy<\/strong> <span style=\"font-style:italic;\">q_Privacy 10<\/span><span style=\"color:#990000;\">*<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>(Subject of received email)<\/strong> <span style=\"font-style:italic;\">q_Subject_Email 11<\/span>: Message Start Event sets this <span style=\"color:#0693E3;\">Inquiry via Web form<\/span><\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box multiple lines)\"><\/i><\/span> <strong>(CC Address)<\/strong> <span style=\"font-style:italic;\">q_Address 12<\/span>: Message Start Event sets this<\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-info fa-lg\" style=\"color:#5F04B4;\" title=\"Guide Panel\"><\/i><\/span> <strong>= Supplemental Details of Questioner =<\/strong> <span style=\"font-style:italic;\"> 13<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-list-alt fa-lg\" style=\"color:#AEB404;\" title=\"Select (Search Select Box)\"><\/i><\/span> <strong>(Select from Customer master)<\/strong> <span style=\"font-style:italic;\">q_Master 14<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>Company Name<\/strong> <span style=\"font-style:italic;\">q_Company2 15<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>Corporation Number<\/strong> <span style=\"font-style:italic;\">q_Corporation 16<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>Customer Classification code<\/strong> <span style=\"font-style:italic;\">q_Classification 17<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>Customer URL<\/strong> <span style=\"font-style:italic;\">q_Customer_URL 18<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-list-alt fa-lg\" style=\"color:#AEB404;\" title=\"Select (Select Box)\"><\/i><\/span> <strong>Customer Region<\/strong> <span style=\"font-style:italic;\">q_Region 19<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-list-alt fa-lg\" style=\"color:#AEB404;\" title=\"Select (Select Box)\"><\/i><\/span> <strong>Service Status<\/strong> <span style=\"font-style:italic;\">q_Status 20<\/span>: <span style=\"color:#0693E3;\">1<\/span><\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-list-alt fa-lg\" style=\"color:#AEB404;\" title=\"Select (Select Box)\"><\/i><\/span> <strong>Partnership<\/strong> <span style=\"font-style:italic;\">q_Partnership 21<\/span>: <span style=\"color:#0693E3;\">1<\/span><\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-list-alt fa-lg\" style=\"color:#AEB404;\" title=\"Select (Select Box)\"><\/i><\/span> <strong>Organization Scale<\/strong> <span style=\"font-style:italic;\">q_Scale 22<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-list-alt fa-lg\" style=\"color:#AEB404;\" title=\"Select (Select Box)\"><\/i><\/span> <strong>Decile of last 6 months<\/strong> <span style=\"font-style:italic;\">q_Decile 23<\/span>: <span style=\"color:#0693E3;\">0<\/span><\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-list-alt fa-lg\" style=\"color:#AEB404;\" title=\"Select (Select Box)\"><\/i><\/span> <strong>Use period<\/strong> <span style=\"font-style:italic;\">q_Period 24<\/span>: <span style=\"color:#0693E3;\">0<\/span><\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-info fa-lg\" style=\"color:#5F04B4;\" title=\"Guide Panel\"><\/i><\/span> <strong>= Reply mail =<\/strong> <span style=\"font-style:italic;\"> 25<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>TO<\/strong> <span style=\"font-style:italic;\">q_To 26<\/span>: Automatically set at x1.<\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box multiple lines)\"><\/i><\/span> <strong>CC<\/strong> <span style=\"font-style:italic;\">q_CC 27<\/span>: Automatically set at x1.<\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>From<\/strong> <span style=\"font-style:italic;\">q_From 28<\/span>: <span style=\"color:#0693E3;\">suppor@questetrq.com<\/span><\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>Subject<\/strong> <span style=\"font-style:italic;\">q_Subject 29<\/span>: Automatically set at x1.<\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box multiple lines)\"><\/i><\/span> <strong>Body<\/strong> <span style=\"font-style:italic;\">q_Body 30<\/span>: A template is automatically set at x1.<\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-copy fa-lg\" style=\"color:#04B404;\" title=\"File\"><\/i><\/span> <strong>Attach<\/strong> <span style=\"font-style:italic;\">q_Attach 31<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-info fa-lg\" style=\"color:#5F04B4;\" title=\"Guide Panel\"><\/i><\/span> <strong>= Communication =<\/strong> <span style=\"font-style:italic;\"> 32<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-comments fa-lg\" style=\"color:#045FB4;\" title=\"Discussion\"><\/i><\/span> <strong>Internal Message<\/strong> <span style=\"font-style:italic;\">q_Message 33<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-info fa-lg\" style=\"color:#5F04B4;\" title=\"Guide Panel\"><\/i><\/span> <strong>= Data for Aggregation =<\/strong> <span style=\"font-style:italic;\"> 34<\/span>: <\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-user fa-lg\" style=\"color:#04B45F;\" title=\"User (Select Box)\"><\/i><\/span> <strong>Drafter of Reply mail<\/strong> <span style=\"font-style:italic;\">q_Drafter 35<\/span>: The operator is automatically set upon the completion of [1. Drafting Answer]<\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-user fa-lg\" style=\"color:#04B45F;\" title=\"User (Select Box)\"><\/i><\/span> <strong>Translator<\/strong> <span style=\"font-style:italic;\">q_Translator 41<\/span>: The operator is automatically set upon the completion of [2a. Answer Support]<\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-user fa-lg\" style=\"color:#04B45F;\" title=\"User (Select Box)\"><\/i><\/span> <strong>Adviser<\/strong> <span style=\"font-style:italic;\">q_Adviser 36<\/span>: The operator is automatically set upon the completion of [2b. Answer Support]<\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-clock fa-lg\" style=\"color:#5FB404;\" title=\"Datetime\"><\/i><\/span> <strong>Start Time<\/strong> <span style=\"font-style:italic;\">q_Start 37<\/span>: <span style=\"color:#0693E3;\">processInstanceStartDatetime<\/span><\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-clock fa-lg\" style=\"color:#5FB404;\" title=\"Datetime\"><\/i><\/span> <strong>Completed time<\/strong> <span style=\"font-style:italic;\">q_Completed 38<\/span>: The time is automatically set upon the completion of [2a. Answer Support]<\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-percent fa-lg\" style=\"color:#B45F04;\" title=\"Numeric\"><\/i><\/span> <strong>Time required<\/strong> <span style=\"font-style:italic;\">q_Time 39<\/span>: Automatically set at x2.<\/li>\n<li><span class=\"fa-li\"><i class=\"fal fa-font fa-lg\" style=\"color:#B40404;\" title=\"String (Text Box single line)\"><\/i><\/span> <strong>(Exclusion Flag)<\/strong> <span style=\"font-style:italic;\">q_Exclusion 40<\/span>: The Initial value is removed at x3. <span style=\"color:#0693E3;\">Do not count this.<\/span><\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><i class=\"fal fa-cloud-download-alt\"><\/i> Download<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/drive.google.com\/uc?id=1VxdeIKiV3j7Ss0-FDahI5mRIjExrgHYE&amp;export=download\" target=\"_blank\" rel=\"noreferrer noopener\">inquiry-handling-process-20151013-254-en.qar<\/a>\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/drive.google.com\/uc?id=1Vr8gIgInuP4Yie2P0v4hvQvvVn41s-3-&amp;export=download\" target=\"_blank\" rel=\"noreferrer noopener\">inquiry-handling-process-20151013-254-en.csv<\/a> (for Importing Data Item Definitions)<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<p class=\"has-text-align-right has-small-font-size wp-block-paragraph\"><i class=\"fal fa-info-circle\"><\/i> This archive contains the BPMN icon, which is only available in the Professional edition.<\/p>\n\n\n<div class=\"su-divider su-divider-style-dashed\" style=\"margin:30px 0;border-width:8px;border-color:#009900\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><i class=\"fal fa-lightbulb-exclamation\"><\/i> Notes<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>You need to associate the Swimlane settings according to your organizational structure upon import<\/li>\n\n\n\n<li>Immediately after importing the App a settings error will occur\n<ul class=\"wp-block-list\">\n<li>Change the necessary settings in edit mode<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>A special format options master file is required for the &#8220;= Supplemental Details of Questioner =&#8221; section to work.\n<ul class=\"wp-block-list\">\n<li>Please omit this section by deleting all Data Items or by setting to No-display at all Steps<\/li>\n\n\n\n<li>If you preserve the Items, specify a provisional App-shared add-on file to avoid the settings error<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>For practical use, please change the fixed values that have been set\n<ul class=\"wp-block-list\">\n<li>The Initial Value in the Data Item \u201cFrom\u201d<\/li>\n\n\n\n<li>In the Script Task x1. Reply Template, the template part (Company address\/Phone, etc.)<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><i class=\"fal fa-wrench\"><\/i> Arrangement Tips<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>No specific work is assumed in &#8220;2x. Result of Sales correspondence&#8221; in the Sales Team Swimlane. You can make the App more practical by adding Data Items and designing downstream Steps as needed.<\/li>\n\n\n\n<li>We are preparing an App to create an options master for the &#8220;= Supplemental Details of Questioner =&#8221;&nbsp; section.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><i class=\"fal fa-balance-scale\"><\/i> See also<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Scenario: <a rel=\"noreferrer noopener\" href=\"https:\/\/en.workflow-sample.net\/2015\/10\/inquiry-management.html\" target=\"_blank\">Complaint Management that Refers to Customer Master<\/a><\/li>\n\n\n\n<li><a rel=\"noreferrer noopener\" href=\"https:\/\/support.questetra.com\/en\/learning\/archive-import-settings\/\" target=\"_blank\">Settings Required When Importing an Archive<\/a><\/li>\n\n\n\n<li>Manual: <a rel=\"noreferrer noopener\" href=\"https:\/\/questetra.zendesk.com\/hc\/en-us\/articles\/360002245252-M213-Guidance-Descriptions-on-the-Operating-Screen-HTML-JavaScript-\" target=\"_blank\">M213: Guidance Descriptions on the Operating Screen (HTML\/JavaScript)<\/a><\/li>\n\n\n\n<li>Manual: <a rel=\"noreferrer noopener\" href=\"https:\/\/questetra.zendesk.com\/hc\/en-us\/articles\/360002260431-M218\" target=\"_blank\">M218: Auto Start Triggered by Incoming Email<\/a><\/li>\n\n\n\n<li>Manual: <a rel=\"noreferrer noopener\" href=\"https:\/\/questetra.zendesk.com\/hc\/en-us\/articles\/360002245412-M220\" target=\"_blank\">M220: Auto Start Triggered by Public Web Form Entry<\/a><\/li>\n\n\n\n<li>Manual: <a rel=\"noreferrer noopener\" href=\"https:\/\/questetra.zendesk.com\/hc\/en-us\/articles\/360002260571-M227\" target=\"_blank\">M227: Auto Executing Data Binding, Arithmetic Operations<\/a><\/li>\n\n\n\n<li>Manual: <a rel=\"noreferrer noopener\" href=\"https:\/\/questetra.zendesk.com\/hc\/en-us\/articles\/360002260611-M230\" target=\"_blank\">M230: Auto Executing Complicated Data Processing (ECMAScript)<\/a><\/li>\n\n\n\n<li>Manual: <a rel=\"noreferrer noopener\" href=\"https:\/\/questetra.zendesk.com\/hc\/en-us\/articles\/360002262551-M319\" target=\"_blank\">M319: Register an Options-XML file to which the Process Model Definitions Refer<\/a><\/li>\n\n\n\n<li>Manual: <a rel=\"noreferrer noopener\" href=\"https:\/\/questetra.zendesk.com\/hc\/en-us\/articles\/360002248212-M404-Customer-Name-to-be-Automatically-Set-in-the-Title-Midstream\" target=\"_blank\">M404: &#8220;Customer Name&#8221; to be Automatically Set in the [Title] Midstream<\/a><\/li>\n\n\n\n<li>Reference: <a rel=\"noreferrer noopener\" href=\"https:\/\/questetra.zendesk.com\/hc\/en-us\/articles\/360024332132-R3190-Format-of-Choice-XML\" target=\"_blank\">R3190: Format of Choice XML<\/a><\/li>\n\n\n\n<li>System Settings: <a rel=\"noreferrer noopener\" href=\"https:\/\/support.questetra.com\/en\/system-settings\/app-shared-add-on\/\" target=\"_blank\">App-shared Add-on<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Accepts inquiries from customers and answers. A response template is generated automatically when it receives an inquiry via a Web form or an email. If translation or technical advice is required, each Step of [2ab. Answer Support] will be assigned to a team of specialists. Staffs of the Support team can send a response at the [1. Drafting Answer (Help request)] Step or a sales representative can respond in the [2x. Result of Sales correspondence] Step. When a response email is sent, the time required for the answer is calculated automatically.<\/p>\n","protected":false},"author":3,"featured_media":99575,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_coblocks_attr":"","_coblocks_dimensions":"","_coblocks_responsive_height":"","_coblocks_accordion_ie_support":"","_uag_custom_page_level_css":"","advanced_seo_description":"","jetpack_seo_html_title":"","jetpack_seo_noindex":false,"jetpack_seo_schema_type":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_wpcom_ai_launchpad_first_post":false,"_jetpack_hide_featured_image":false,"_jetpack_featured_image_duplicate_dismissed":0,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"{title}\n\n{excerpt}\n\n{url}","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"_wpas_customize_per_network":false,"jetpack_post_was_ever_published":false},"categories":[156],"tags":[319],"faq_section":[],"class_list":["post-77384","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-templates","tag-inquiry-response"],"jetpack_publicize_connections":[],"uagb_featured_image_src":{"full":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?fit=1200%2C675&ssl=1",1200,675,false],"thumbnail":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?resize=440%2C440&ssl=1",440,440,true],"medium":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?fit=560%2C315&ssl=1",560,315,true],"medium_large":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?fit=768%2C432&ssl=1",768,432,true],"large":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?fit=1024%2C576&ssl=1",1024,576,true],"1536x1536":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?fit=1200%2C675&ssl=1",1200,675,true],"2048x2048":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?fit=1200%2C675&ssl=1",1200,675,true],"newspack-article-block-landscape-large":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?resize=1200%2C675&ssl=1",1200,675,true],"newspack-article-block-portrait-large":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?resize=900%2C675&ssl=1",900,675,true],"newspack-article-block-square-large":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?resize=1200%2C675&ssl=1",1200,675,true],"newspack-article-block-landscape-medium":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?resize=800%2C600&ssl=1",800,600,true],"newspack-article-block-portrait-medium":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?resize=600%2C675&ssl=1",600,675,true],"newspack-article-block-square-medium":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?resize=800%2C675&ssl=1",800,675,true],"newspack-article-block-landscape-intermediate":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?resize=600%2C450&ssl=1",600,450,true],"newspack-article-block-portrait-intermediate":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?resize=450%2C600&ssl=1",450,600,true],"newspack-article-block-square-intermediate":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?resize=600%2C600&ssl=1",600,600,true],"newspack-article-block-landscape-small":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?resize=400%2C300&ssl=1",400,300,true],"newspack-article-block-portrait-small":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?resize=300%2C400&ssl=1",300,400,true],"newspack-article-block-square-small":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?resize=400%2C400&ssl=1",400,400,true],"newspack-article-block-landscape-tiny":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?resize=200%2C150&ssl=1",200,150,true],"newspack-article-block-portrait-tiny":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?resize=150%2C200&ssl=1",150,200,true],"newspack-article-block-square-tiny":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?resize=200%2C200&ssl=1",200,200,true],"newspack-article-block-uncropped":["https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catchinquiry-handling-process-20151013-en.png?fit=1200%2C675&ssl=1",1200,675,true]},"uagb_author_info":{"display_name":"Hirotaka NISHI","author_link":"https:\/\/support.questetra.com\/en\/author\/nishiquestetra\/"},"uagb_comment_info":0,"uagb_excerpt":"Accepts inquiries from customers and answers. A response template is generated automatically when it receives an inquiry via a Web form or an email. If translation or technical advice is required, each Step of [2ab. Answer Support] will be assigned to a team of specialists. Staffs of the Support team can send a response at&hellip;","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p9DiIh-k88","jetpack-related-posts":[{"id":79635,"url":"https:\/\/support.questetra.com\/en\/templates\/inquiry-response-flow-20130924\/","url_meta":{"origin":77384,"position":0},"title":"Inquiry Response Flow","author":"Hirotaka NISHI","date":"2021-03-11","format":false,"excerpt":"Accepts and answers customer inquiries. An answer template is automatically prepared when an inquiry is received via Web form or email. At the Step of [1. Acceptance \/ Answer], the support person creates answer sentences and replies, or if necessary, chooses to ask an advice or translation request. If the\u2026","rel":"","context":"In &quot;Workflow Apps&quot;","block_context":{"text":"Workflow Apps","link":"https:\/\/support.questetra.com\/en\/category\/templates\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/09\/eye-catch-inquiry-response-flow-20130924-220-en.png?fit=1200%2C675&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/09\/eye-catch-inquiry-response-flow-20130924-220-en.png?fit=1200%2C675&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/09\/eye-catch-inquiry-response-flow-20130924-220-en.png?fit=1200%2C675&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/09\/eye-catch-inquiry-response-flow-20130924-220-en.png?fit=1200%2C675&ssl=1&resize=700%2C400 2x, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/09\/eye-catch-inquiry-response-flow-20130924-220-en.png?fit=1200%2C675&ssl=1&resize=1050%2C600 3x"},"classes":[]},{"id":75429,"url":"https:\/\/support.questetra.com\/en\/templates\/answer-drafting-flow-20161219\/","url_meta":{"origin":77384,"position":1},"title":"Answer Drafting Flow","author":"Hirotaka NISHI","date":"2021-02-01","format":false,"excerpt":"Accepts questions and designates personnel to create the answer. After accepting the question with the Web form or email etc., the person in charge who will prepare the answer sentence will be appointed at the Step of [2. Jurisdiction to answer]. Answers are drafted by AI, and responsible personnel completes\u2026","rel":"","context":"In &quot;Workflow Apps&quot;","block_context":{"text":"Workflow Apps","link":"https:\/\/support.questetra.com\/en\/category\/templates\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2022\/01\/eye-catch-answer-drafting-flow-20161219-254-en.png?fit=1200%2C675&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2022\/01\/eye-catch-answer-drafting-flow-20161219-254-en.png?fit=1200%2C675&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2022\/01\/eye-catch-answer-drafting-flow-20161219-254-en.png?fit=1200%2C675&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2022\/01\/eye-catch-answer-drafting-flow-20161219-254-en.png?fit=1200%2C675&ssl=1&resize=700%2C400 2x, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2022\/01\/eye-catch-answer-drafting-flow-20161219-254-en.png?fit=1200%2C675&ssl=1&resize=1050%2C600 3x"},"classes":[]},{"id":77282,"url":"https:\/\/support.questetra.com\/en\/templates\/sla-credits-issuance-flow-20160201\/","url_meta":{"origin":77384,"position":2},"title":"SLA Credits Issuance Flow","author":"Hirotaka NISHI","date":"2021-02-18","format":false,"excerpt":"Accepts reduction claims based on SLA (Service Level Agreement) from customers and issues service credits. When there is an application via the Web form, the Workflow is Started, and the Service Operation manager confirms the results at the Step of [2. Downtime Confirmation]. If it does not meet the SLA,\u2026","rel":"","context":"In &quot;Workflow Apps&quot;","block_context":{"text":"Workflow Apps","link":"https:\/\/support.questetra.com\/en\/category\/templates\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catch-sla-credits-issuance-flow-20160201-220-en.png?fit=1200%2C675&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catch-sla-credits-issuance-flow-20160201-220-en.png?fit=1200%2C675&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catch-sla-credits-issuance-flow-20160201-220-en.png?fit=1200%2C675&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catch-sla-credits-issuance-flow-20160201-220-en.png?fit=1200%2C675&ssl=1&resize=700%2C400 2x, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/06\/eye-catch-sla-credits-issuance-flow-20160201-220-en.png?fit=1200%2C675&ssl=1&resize=1050%2C600 3x"},"classes":[]},{"id":79860,"url":"https:\/\/support.questetra.com\/en\/templates\/common-password-request-20160725\/","url_meta":{"origin":77384,"position":3},"title":"Common Password Request","author":"Hirotaka NISHI","date":"2021-01-05","format":false,"excerpt":"Manage common passwords. Passwords are recorded in Google Sheets and retrieved\/updated via the API. The password user requests disclosure at the Step of [1. Password Request]. When the administrator approves, the password is automatically acquired and disclosed at the Step of [3. Password confirmation]. After confirmation, the password recorded in\u2026","rel":"","context":"In &quot;\u30ef\u30fc\u30af\u30d5\u30ed\u30fc \u30a2\u30d7\u30ea&quot;","block_context":{"text":"\u30ef\u30fc\u30af\u30d5\u30ed\u30fc \u30a2\u30d7\u30ea","link":"https:\/\/support.questetra.com\/ja\/category\/templates\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/09\/eye-catch-common-password-request-20160725-209-en.png?fit=1200%2C675&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/09\/eye-catch-common-password-request-20160725-209-en.png?fit=1200%2C675&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/09\/eye-catch-common-password-request-20160725-209-en.png?fit=1200%2C675&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/09\/eye-catch-common-password-request-20160725-209-en.png?fit=1200%2C675&ssl=1&resize=700%2C400 2x, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/09\/eye-catch-common-password-request-20160725-209-en.png?fit=1200%2C675&ssl=1&resize=1050%2C600 3x"},"classes":[]},{"id":77509,"url":"https:\/\/support.questetra.com\/en\/templates\/product-demo-flow-20161031\/","url_meta":{"origin":77384,"position":4},"title":"Product Demo Flow","author":"Hirotaka NISHI","date":"2021-02-18","format":false,"excerpt":"Accepts product demo requests and carry out the demo. Started by the acceptance of an application via the web form or an email and person in charge will be assigned at the [1. Assignment of Representative] Step. When the representative decides the demo date schedule, it is automatically registered in\u2026","rel":"","context":"In &quot;Workflow Apps&quot;","block_context":{"text":"Workflow Apps","link":"https:\/\/support.questetra.com\/en\/category\/templates\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/07\/eye-catch-product-demo-flow-20161031-220-en.png?fit=1200%2C675&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/07\/eye-catch-product-demo-flow-20161031-220-en.png?fit=1200%2C675&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/07\/eye-catch-product-demo-flow-20161031-220-en.png?fit=1200%2C675&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/07\/eye-catch-product-demo-flow-20161031-220-en.png?fit=1200%2C675&ssl=1&resize=700%2C400 2x, https:\/\/i0.wp.com\/support.questetra.com\/wp-content\/uploads\/2019\/07\/eye-catch-product-demo-flow-20161031-220-en.png?fit=1200%2C675&ssl=1&resize=1050%2C600 3x"},"classes":[]},{"id":75437,"url":"https:\/\/support.questetra.com\/en\/templates\/catalogue-request-correspondence-flow-20160530\/","url_meta":{"origin":77384,"position":5},"title":"Catalogue Request Correspondence Flow","author":"Hirotaka NISHI","date":"2020-12-22","format":false,"excerpt":"Accepts information request via the Web form, and registers customer information after sending the catalogue. After checking the contents of the web form entry at the Step of [Confirmation \/ Judgement], a Cover Sheet PDF is automatically generated. 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