CC-5-2 Muti-Form program design
From All n One's bxp software Wixi
1 Important Note
This is an advanced concept training document which requires extensive knowledge of bxp and it's supporting tools. Where appropriate links to relevant training courses will be provided.
In various strategic scenarios it becomes necessary to allow case management to integrated seamlessly with various departments. Consider the following strategic situation.
A customer contacts Customer Care for their issues. For most general enquiries Customer Care can deal with the issue. There are some instances where the query will need to be forwarded to other departments for consideration. e.g. Billing for sorting out billing mistakes. Or Returns if a cancellation is processed.
bxp has the ability to provide not only the process management for each department but provides flexible seamless interconnects between each department. Intelligent timed reporting are integrated into the bxp platform as well to provide exceptionally close management of solutions.
As each area is potentially a complex mash up of various communications we need to treat the areas differently and review the interconnects as a second step.
3 Stage 1. Departmental setup
This process is best done using the Case Management training and scenarios.
We design for each area separately
We build the forms using bxp
We set up outcomes to process all the activities that do not need interdepartmental communication
- CC-1-5 Introduction to Form Outcomes Contact_Centre_Training
We set up Case Management on the processes to provide timing and timed reports on activity
- CC-4-4 Case management & reporting Contact_Centre_Training
So now we have Case Management and internal management set up on each of the 3 departments.
4 Stage 2. Cross Campaign Linking
Next we set up the transfers to allow the data move from Customer Care to Billing.
In the destination form, we add a "Complex - Campaign Transfer" block.
From Customer Care to billing we set up a transfer outcome
As the transfer out is important, we also want to keep track of any returns. So in the destination form, we set up an outcome. This uses in the outcome the section "Instant Transfer - Campaign > Return Field". So when the outcome is used in the destination form it has all the details to be able to send back any updates.
Every outcome has the ability to be flagged as "Complete" or "Incomplete". It is important at this stage to ensure all outcomes are properly flagged as this stage. The transfer out outcome needs to be marked as "Incomplete" for the inbuilt reporting to work correctly.
5 Stage 3. Operational management
Keeping an eye on incoming requests from Customer Care, now becomes a big consideration for Billing. Time is important and queries can't just be left sitting there. There is extensive reporting options available in the case management reporting tool to help manage just that.
Form_-_Record_ownership_strategies provides different work distribution concepts.
The primary report is Main Menu > Case and Form Management > My Team - Open Cases as this will list all the currently open cases and how long they're open.
6 Stage 4. Reporting
Case management reporting provides extensive management capabilities.
- CC-4-4 Case management & reporting Contact_Centre_Training
7 Stage 4. Advanced concepts
It is possible to set up daisy chaining. i.e. Customer Care can transfer to Billing, who can transfer to Returns, who can transfer to Customer Care. Appropriate application of outcomes will stop infinite loops.
8 Appendix A: Step by step
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Phase 1: Build two forms and allow data transfer from 1 to 2. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Create Form 1 - Case Management - Customer Care Add Complex - Name strCDA_1_field_0_0 Customer Care Title strCDA_1_field_1_0 Customer Care Firstname strCDA_1_field_2_0 Customer Care Initial strCDA_1_field_3_0 Customer Care Surname Add Complex - Contact Numbers strCDA_1_field_0_4 Customer Care Home Phone strCDA_1_field_1_4 Customer Care Work Phone strCDA_1_field_2_4 Customer Care Mobile Add Text Area called "Description" strCDA_1_field_0_7 Customer Care Description Create Form 2 - Case Management - Billing Add Complex - Name strCDA_2_field_0_0 Billing Title strCDA_2_field_1_0 Billing Firstname strCDA_2_field_2_0 Billing Initial strCDA_2_field_3_0 Billing Surname Add Complex - Contact Numbers strCDA_2_field_0_4 Billing Home Phone strCDA_2_field_1_4 Billing Work Phone strCDA_2_field_2_4 Billing Mobile Add Text Area called "Description" strCDA_2_field_0_7 Billing Description Add Complex - Campaign Transfer block strCDA_2_field_0_8 Billing Data Transfer - Source Campaign strCDA_2_field_1_8 Billing Data Transfer - Source CDAId strCDA_2_field_2_8 Billing Data Transfer - Source DateTime strCDA_2_field_3_8 Billing Data Transfer - Source Creator strCDA_2_field_4_8 Billing Data Transfer - Display Line strCDA_2_field_5_8 Billing Data Transfer - Source System strCDA_2_field_6_8 Billing Data Transfer - Source Outcome Form 1 Modify the first outcome. "Closed" flag as complete Add a second outcome. "Transfer to Billing" flas as incomplete Campaign to transfer to : Blended - Billing Field mapping for transfer strCDA_1_field_0_0=strCDA_2_field_0_0; strCDA_1_field_1_0=strCDA_2_field_1_0; strCDA_1_field_2_0=strCDA_2_field_2_0; strCDA_1_field_3_0=strCDA_2_field_3_0; strCDA_1_field_0_4=strCDA_3_field_0_4; strCDA_1_field_1_4=strCDA_3_field_1_4; strCDA_1_field_2_4=strCDA_3_field_2_4; strCDA_1_field_0_7=strCDA_3_field_0_7; Add to Contact History : True Update or Transfer: Transfer Add first or Last: Last Send Notification Email: False Form 2 Modify the first outcome. "Respond" flag as complete Instant Transfer - Campaign Return Field: strCDA_2_field_0_8 Billing Data Transfer - Source Campaign SLA 000:05:00 ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Phase 2: Security management ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Create "CustomerCare User". Give functional access to Case Management "My Cases" Give content access to "Customer Care" form only Create "Bulling User". Give access to Case Management Give functional access to Case Management "My Cases" Give content access to "Billing" form only In the Organogram Create two Groups Customer Care Billing Assuming you're using the Administrator account, set the members of the groups as follows Customer Care Administrator CustomerCare User Billing Administrator Billing User Give the Security Group "Customer Care" access to the Customer Care form Give the Security Group "Billing" access to the Billing form ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Phase 3: Case Management refinement ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Edit the Customer Care form Advanced Settings Case Management Exception: Track Reopen True Exception: Time 1 Exception: Contacts 3 Service Level Agreement: 000:05:00 ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Phase 4: Operation ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Log in as CustomerCare User Log an easily identifiable test record and use the "Complete" outcome Log an easily identifiable second test record and use the "Transfer" outcome Log an easily identifiable third test record and use the "Transfer" outcome Log out Log in as Administrator Case Management > Queue Management > Set Current Working Outcome Set "Transfer" : 2 as the primary queue to be worked upon Log out Log in as Billing User Case Management > My Cases > Process a Case Use the outcome "Respond" Log out ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Phase 5: Reporting ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Log in as Administrator Case Management > My Team - Tools Case Management > My Team - Reports Data Profiling > Instant - Reminders and Case Management > All Case Management reports