2021-03-11 / Workflow Apps / , ,
Inquiry Response Flow
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 final answer cannot be made at the Step of [2. Create Answer], the process will go to [3. Answer Completion] after sending the primary answer.
BPMN Nodes
  • 1 1. Accept / Answer The person in charge of answering prepares the answer sentence and answers. If necessary, possible to request translation and advice from a technician by specifying the request destination.
  • 6 2. Create Answer The person in charge of answering prepares the answer sentence and answers. If it takes time, sends a temporary reply.
  • 14 3. Answer Completion The person in charge of answering prepares the answer sentence and answers.
  • 4 a. Reply to Request The nominated person in charge helps with such as translation or advice.
  • 5 b. Confirm the Translation/ Advice The person in charge of answering checks the advice, etc., and if necessary, appoints a requester to ask questions.
  • 19 x1. Reply Email set (Subject) The system sets the value of the Data Item that stores the subject of the incoming email to the Data Item that is referenced for the subject of the outgoing email.
  • 20 x2a. Reply Email set (To) The system sets the value of the Data Item that stores the From address of the incoming email to the Data Item that is referenced for the To address of the outgoing email.
  • 23 x2b. Reply Email set (To) The system sets the value of the Data Item that has been entered the address at the published webform to the Data Item that is referenced for the To address of the outgoing email.
  • 25 x3. Reply Email set (Cc) The system sets the value of the Data Item that stores the CC addresses of the incoming email to the Data Item that is referenced for the CC addresses of the outgoing email.
  • 21 x4a. Reply Email set (Body) The system generates a character string with the value entered in the specified Data Item inserted and sets it in the Data Item referenced for the body of the outgoing email.
  • 24 x4b. Reply Email set (Body) The system generates a character string with the value entered in the specified Data Item inserted and sets it in the Data Item referenced for the body of the outgoing email.
  • 22 x5. Company Name set The system sets the value of the Data Item that has been entered the company name at the published webform to the Data Item that is referenced for the To address of the outgoing email.
  • 8 x6a. Append Company Name in Subject The system appends the value of the specified Data Item to the Process Title.
  • 15 x6b. Append Company Name in Subject The system appends the value of the specified Data Item to the Process Title.
Workflow Diagram (click to open)
Variables (click to open)
  • = Email Contents = 0:
  • Email Subject q_Email_Subject 1: Automatically set at the Start Event (email)
  • Email From (Shown name) q_Display 35: Automatically set at the Start Event (email)
  • Email From q_From 2: Automatically set at the Start Event (email)
  • Email CC q_CC 3: Automatically set at the Start Event (email)
  • Email Body q_Body 4: Automatically set at the Start Event (email)
  • Email Attachment q_Email_Attachment 5: Automatically set at the Start Event (email)
  • = Form Contents = 6:
  • Last Name q_Last 7*: To be entered at the Start Event (Form)
  • First Name q_First 8: To be entered at the Start Event (Form)
  • Company Name q_Company 9: To be entered at the Start Event (Form)
  • Phone Number q_Phone 10: To be entered at the Start Event (Form)
  • Email Address q_Email 11*: To be entered at the Start Event (Form)
  • Inquiry q_Inquiry 36*: To be entered at the Start Event (Form)
  • Form Attachment q_Form 13: To be entered at the Start Event (Form)
  • Questionnaire 1 （Type of Inquiry） q_Type 14: To be entered at the Start Event (Form)
  • Questionnaire 2 （Questetra for） q_Questetra 15: To be entered at the Start Event (Form)
  • Questionnaire 3 (Appendix) q_Appendix 16: To be entered at the Start Event (Form)
  • = Handler/ Cotrol = 17:
  • Contract Status q_Contract 18:
  • Company name q_Company2 19: When started by the form, automatically set at x5
  • Representative Name q_Personnel 20:
  • Keywords q_Keywords 21:
  • Handler q_Handler 22: ${processInstance.initQuserId}
  • Answer Deadline q_Answer 23: processInstanceStartDatetime.addDays(1)
  • = Request for Advice or Translation = 24:
  • Advisor/Translator q_Advisor 25:
  • Memo q_Memo 26:
  • = Reply Email from CS = 27:
  • Subject q_Subject 28: When started by email, automatically set at x1
  • Transmission Timer q_Transmission 29:
  • To q_To 30: Automatically set at x2
  • Cc q_CC2 31: When started by email, automatically set at x3
  • From q_From2 32: support@questetra.com
  • Attachment q_Attachment 33:
  • Email Body q_Email_Body 34: A template is automatically set at x4

Download

inquiry-response-flow-20130924-220-en.qar

Available for Advanced or Professional , and Enterprise edition.

Notes

  • You need to associate the Swimlane settings according to your organizational structure upon import
  • For practical use, please change the fixed values that have been set
    • The signature set in the body of the Throwing Message Intermediate Event ‘Primary Answer’
    • The Initial Value set in the Data Item “From”
    • Wordings set in the Choice labels of Select-type Data Items of Questionnaire 1 to 3
    • The signature set in the Value or Expression of the Service Task x4ab. Reply Email set (Body)

See also

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