Inquiry Management Process, SharePoint Online List Storage 20230227
This is a centrally managed process for handling inquiries from web forms and phone calls.
The system accepts queries from Microsoft Forms / Google Forms.
After the response is complete, the data is automatically uploaded to SharePoint Online lists (Microsoft Lists) via Power Automate.
Workers (Number of swimlanes: 4)
Employee
An employee reporting an inquiry.
Inquiry Contact Leader
Responsible for the inquiry response team.
Inquiry Responder
Person in charge of responding to inquiries.
Translation/advice
Person in charge of translating and advising.
Workflow (Workflow diagram complexity: 29)
11. Open a Ticket
The employee provides input about the query.
62. Nominiate Responder
The person in charge of the inquiry response team designates a responder.
133. Response
The person handling the inquiry enters the response.
143b. Translation/advice
The designated person(s) will translate and advise.
194. Evaluation of response
The person responsible for the inquiry response team evaluates the results of the response.
39. Completed Response Form
Employees enter questions that have already been answered by phone.
37x1′. Title
The workflow platform sets the subject line.
8x1. Title
The workflow platform sets the subject line.
9x2. Destination
The workflow platform sets the recipient to whom the response email is sent.
10x3. Email Response Text
The workflow platform sets the response email statement.
29x4. Inquiry File Base64 Conversion
The workflow platform converts the query file to Base64.
30x5. Answer File Base64 Conversion
The workflow platform converts the answer file to Base64.
23x6. JSON Preparation
The workflow platform prepares the JSON data to be sent to Power Automate.
Business process variables to be passed (number of data items: 37)
▼ Contact Information ▼0
Nameq_name1
Company Nameq_company2
The name of the company from which the inquiry originated is stored.
Email Addressq_email3
The email address of the inquirer is stored.
Phone Numberq_tel4
The phone number of the inquirer is stored.
Previous queries of noteq_note5
Past queries of special note regarding the query source will be stored.
▼ Inquiry Form ▼6
Received Dateq_receiveDatetime7*
The date and time when the inquiry was received is stored.
It is set on the assumption that the following items have been prepared on the SharePoint Online list (Microsoft Lists) side. Only items that have been set in advance on the list and Microsoft365 side can be specified for “Choice” and “User”.
(Title, text)
Company name, text
Received date, date and time
Inquiry ID, text
Inquiry Type 1, Choice
Inquiry Type 2, Choice
Inquiry content, multi-line text
Response date, date and time
Response summary,Multi-line text
Detail link, Hyperlink
Respondent, User
(Attachments)
It is set up on the assumption that the following processing flow is set up on the Power Automate side (the image is a setting image on the Power Automate side).
Receiving HTTP requests
Creating SharePoint Online list items
File conversion of Base64 strings and addition of attachments to SharePoint Online lists (conditional on strings being present only)
In “When HTTP request is received” on the Power Automate side, it is set assuming that the JSON schema of the request body is as follows.