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Created page with "= 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 tra..."
= 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.
= Overview =
In various strategic scenarios it becomes necessary to allow case management to integrated seamlessly with various departments. Consider the following strategic situation.
[[File:cc-5-2-001.png]]
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.
= Stage 1. Departmental setup =
This process is best done using the Case Management training and scenarios.
We design for each area separately
* [[Scenario_-_Bxp_and_Case_Management]]
We build the forms using bxp
* [[CC-1-3_Introduction_to_the_Blended_Form_Structure]]
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.
= 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
* [[Outcome_-_Campaign_Transfer]]
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.
= 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.
= Stage 4. Reporting =
Case management reporting provides extensive management capabilities.
* CC-4-4 Case management & reporting [[Contact_Centre_Training]]
= 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.
= Appendix A: Step by step =
<pre>
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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 "Transer" : 2 as the primary queue to be worked upon
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
</pre>
[[Category:Topic:General Knowledge]]
[[Category:Topic:About bxp]]
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.
= Overview =
In various strategic scenarios it becomes necessary to allow case management to integrated seamlessly with various departments. Consider the following strategic situation.
[[File:cc-5-2-001.png]]
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.
= Stage 1. Departmental setup =
This process is best done using the Case Management training and scenarios.
We design for each area separately
* [[Scenario_-_Bxp_and_Case_Management]]
We build the forms using bxp
* [[CC-1-3_Introduction_to_the_Blended_Form_Structure]]
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.
= 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
* [[Outcome_-_Campaign_Transfer]]
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.
= 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.
= Stage 4. Reporting =
Case management reporting provides extensive management capabilities.
* CC-4-4 Case management & reporting [[Contact_Centre_Training]]
= 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.
= Appendix A: Step by step =
<pre>
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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 "Transer" : 2 as the primary queue to be worked upon
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
</pre>
[[Category:Topic:General Knowledge]]
[[Category:Topic:About bxp]]
