Inquiry Handling Process
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.
Download
- inquiry-handling-process-20151013-254-en.qar
- inquiry-handling-process-20151013-254-en.csv (for Importing Data Item Definitions)
This archive contains the BPMN icon, which is only available in the Professional edition.
Notes
- You need to associate the Swimlane settings according to your organizational structure upon import
- Immediately after importing the App a settings error will occur
- Change the necessary settings in edit mode
- A special format options master file is required for the “= Supplemental Details of Questioner =” section to work.
- Please omit this section by deleting all Data Items or by setting to No-display at all Steps
- If you preserve the Items, specify a provisional App-shared add-on file to avoid the settings error
- For practical use, please change the fixed values that have been set
- The Initial Value in the Data Item “From”
- In the Script Task x1. Reply Template, the template part (Company address/Phone, etc.)
Arrangement Tips
- No specific work is assumed in “2x. Result of Sales correspondence” in the Sales Team Swimlane. You can make the App more practical by adding Data Items and designing downstream Steps as needed.
- We are preparing an App to create an options master for the “= Supplemental Details of Questioner =” section.
See also
- Scenario: Complaint Management that Refers to Customer Master
- Settings Required When Importing an Archive
- Manual: M213: Guidance Descriptions on the Operating Screen (HTML/JavaScript)
- Manual: M218: Auto Start Triggered by Incoming Email
- Manual: M220: Auto Start Triggered by Public Web Form Entry
- Manual: M227: Auto Executing Data Binding, Arithmetic Operations
- Manual: M230: Auto Executing Complicated Data Processing (ECMAScript)
- Manual: M319: Register an Options-XML file to which the Process Model Definitions Refer
- Manual: M404: “Customer Name” to be Automatically Set in the [Title] Midstream
- Reference: R3190: Format of Choice XML
- System Settings: App-shared Add-on