2023-04-24 / Workflow Apps / ,
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
  • Name q_name 1
  • Company Name q_company 2
    • The name of the company from which the inquiry originated is stored.
  • Email Address q_email 3
    • The email address of the inquirer is stored.
  • Phone Number q_tel 4
    • The phone number of the inquirer is stored.
  • Previous queries of note q_note 5
    • Past queries of special note regarding the query source will be stored.
  • ▼ Inquiry Form ▼ 6
  • Received Date q_receiveDatetime 7*
    • The date and time when the inquiry was received is stored.
    • processInstanceStartDatetime
  • Inquiry ID q_id 8*
    • #{#sformat(‘%d’, processInstanceId)}#{#sformat(‘%04d’, processInstanceSequenceNumber)}
  • Inquiry Type 1 q_kind1 9 *
  • Inquiry Type 2 q_kind2 10
  • Product Features q_function 11
    • Product functions related to the inquiry are stored.
  • Inquiry Details q_inquiryDetail 12*
    • The details of the inquiry are stored.
  • Inquiry Related Files q_inquiryFile 13
    • Files related to the query will be stored. (only one file)
  • ▼ Response Details ▼ 14
  • Response Method q_media 15
    • The method of responding to the inquirer is stored.
  • Operator q_operator 16
    • The person in charge of creating the query response is stored.
  • Response Date q_responseDatetime 17*
    • The date and time of the response to the inquirer are stored.
  • Response Summary q_responseDetail 18*
    • A summary of the inquiry response is stored.
  • ▼ Email Response ▼ 19
  • Reply Email Sent To q_mailTo 20
    • The address to which inquiry response emails are sent is stored.
  • Reply Email Sent From q_mailFrom 21
    • The address from which inquiry response emails are sent is stored.
    • customer-service@example.com
  • Reply Email Text q_mailBody 22
    • The body of the inquiry response email is stored.
  • Files Related to Response q_responseFile 33
    • Files related to the query response will be stored. (only one file)
  • ▼ Translation / Advice ▼ 24
  • Contact Person (Translation/Advice) q_adviser 25
    • The translation/advice correspondent will be stored.
  • Deadline q_adviceLimit 26
    • The date and time of the translation/advice deadline will be stored.
  • Translation/advice q_adviceDetail 27
    • The detailed content of the translation/advice is stored.
  • Translation/Advice Files q_adviceFile 28
    • Files related to translation/advice will be stored.
  • ▼ Internal Communications / Overview of Response During the Process ▼ 29
  • Correspondence Rating q_point 30
    • The grade for the response to the question is stored.
  • Comments q_comment 32
    • Notes and comments are stored.
  • Inquiry-related files_Base64 q_inquiryFileBase64 35
    • The Base64-converted query-related files for SharePoint Online listings will be stored.
  • Answer related files_Base64 q_responseFileBase64 36
    • The Base64-converted answer files for SharePoint Online listings will be stored.
  • JSON q_JSON 23
    • JSON data to be sent to Power Automate is stored.
  • response q_response 31
    • The response data from the submission to Power Automate will be stored.
  • error q_error 34
    • Error data from the submission to Power Automate will be stored.

Field Name, Num, Initial value

Download

Available in Professional edition only.

Notes

  • 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.
{
    "type": "object",
    "properties": {
        "subject": {
            "type": "string"
        },
        "name": {
            "type": "string"
        },
        "receiveDate": {
            "type": "string"
        },
        "id": {
            "type": "string"
        },
        "kind1": {
            "type": "string"
        },
        "kind2": {
            "type": "string"
        },
        "function": {
            "type": "string"
        },
        "inquiryDetail": {
            "type": "string"
        },
        "inquiryFile": {
            "type": "string"
        },
        "inquiryFileName": {
            "type": "string"
        },
        "responseDate": {
            "type": "string"
        },
        "responseDetail": {
            "type": "string"
        },
        "responseFile": {
            "type": "string"
        },
        "responseFileName": {
            "type": "string"
        },
        "link": {
            "type": "string"
        },
        "operator": {
            "type": "string"
        }
    }
}

Capture

See also

コンバータ: ファイル to Base64文字列
問合せ対応プロセス, Web フォーム開始
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