Inquiry Management Process, Web Form Initiation

/ Workflow Apps / Inquiry Response

Inquiry Management Process, Web Form Initiation 20231018
This process centrally manages everything from receiving enquiries to sending responses. The work process starts automatically as soon as an enquiry is received via an open web form. The enquiry leader can check the content and decide who will respond to the enquiry.
Worker (#of Swimlane: 4)
  • Employee
    • The employee reporting the inquiry.
  • Inquiry Desk Leader
    • Responsible for the inquiry response team.
  • Inquiry Responder
    • Person in charge of responding to inquiries.
  • Translation/Advice
    • Person in charge of translation and advice.
Business Flow (Complexity of Workflow: 22)
  • 11. Issue a Ticket
    • Employees enter information about their inquiries.
  • 62. Designate Responder
    • The person in charge of the inquiry response team will designate the responder.
  • 133. Response
    • The person responding to the inquiry enters the answer.
  • 143’. Translation/Advice
    • The designated person will provide translation and advice.
  • 194. Evaluation of response
    • The person in charge of the inquiry response team evaluates the response results.
  • 39. Answered
    • Employees enter information about inquiries that have been answered by phone.
  • 24 x1′. Set subject
  • 8 x1. Set subject
  • 9 x2. Destination, reply email text
Business Process Variables (#of Data Item: 33)
  • ▼ Inquirer ▼ 0
  • Name q_name 1*
    • The full name of the inquirer is stored.
  • Company q_company 2
    • Stores the company name of the inquiry source.
  • Email Address q_email 3
    • The email address of the inquirer is stored.
  • Telephone Number q_tel 4
    • Stores the telephone number of the inquirer.
  • Noteworthy Past Inquiries q_note 5
    • Stores notable past queries regarding the inquirer.
  • ▼ Inquiry Details ▼ 6
  • Received Date and Time q_receiveDatetime 7
    • The date and time the inquiry was received is stored.
    • processInstanceStartDatetime
  • Inquiry ID q_id 8
    • Stores the query ID.
    • #{#sformat(‘%d’, processInstanceId)}#{#sformat(‘%04d’, processInstanceSequenceNumber)}
  • Inquiry Type 1 q_kind1 9
    • Inquiry type 1 is stored.
  • Inquiry Type 2 q_kind2 10
    • Inquiry type 2 is stored.
  • Product Features q_function 11
    • Contains product features related to the query.
  • Inquiry Details q_inquiryDetail 12*
    • Inquiry details are stored.
  • Inquiry Related Files q_inquiryFile 13
    • Contains files related to the inquiry.
  • ▼ Answer Content ▼ 14
  • Method of Response q_media 15
    • The method of replying to the inquirer is stored.
  • Responder q_operator 16*
    • Stores the person in charge of creating the query response.
  • Response Date and Time q_responseDatetime 17
    • The date and time of the response to the inquirer is stored.
  • Response Details q_responseDetail 18
    • The summary of the query response is stored.
  • ▼ Email Response ▼ 19
  • Response Email Address q_mailTo 20
    • Stores the destination address for inquiry response emails.
  • Response Email Sender q_mailFrom 21
    • The sender address of the query response email is stored.
    • customer-service@example.com
  • Response Email Text q_mailBody 22
    • The inquiry response email body is stored.
  • Response Related Files q_responseFile 33
    • The files related to the query answers are stored.
  • ▼ Translation/Advice ▼ 24
  • Person in Charge (Translation/Advice) q_adviser 25
    • Translation/advice correspondent is stored.
  • Deadline Date and Time q_adviceLimit 26
    • The deadline date and time for translation/advice is stored.
  • Translation/Advice q_adviceDetail 27
    • The details of the translation/advice are stored.
  • Translation/Advice Files q_adviceFile 28
    • Files related to translation/advice are stored here.
  • ▼ Internal Communication / Overview of Response During the Process ▼ 29
  • Correspondence Rating q_point 30
    • Stores the rating for handling inquiries.
  • Knowledge should be shared within the company q_knowledgeFlag 31
    • Stores whether the query should be shared internally.
  • Comments q_comment 32
    • Memos and comments are stored.

Field Name, num, Initial Value

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This archive contains the BPMN icons that are not available in the Basic edition.

Arrangement Tips

  • If you remove the public web form start component (“Message Start Event (Form)”), you can also run it in Basic.

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See also

メッセージ開始イベント（フォーム）
問合せ対応プロセス, 外部 Web フォーム開始
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