In a Nutshell
The Workflow Assignments screen is used to view and manage the assignment between workflow steps and the visual icon used to represent them in the customer-facing interface.
Workflow steps refer to the status options available to the technician to communicate the current status of a given service request (example:
A Closer Look
The Workflow Assignment screen consists of a drag-and-drop feature with which you can select which worklow steps you wish to associate with the available external status icons.
The Chat/Portal statuses are the statuses/milestones that a request will progress through from start to finish.
The following Chat/Portal statuses are used:
|Open||Indicates that the service request has been made, but not yet planned.|
|Planned||Indicates that the service request has been planned.|
|Travel||Used to inidicate the technician is traveling en route to the equipment/item location.|
|Work||Used to indicate that the activity is currently in progress.|
|Finished||Used to inidicate that the activity is complete.|
Stanard workflow steps are available by default and cannot be removed.
Workflow steps are used by the technicians responding to a service request. These steps are located in the mobile application used by the technician responding the service request.
In the Workflow Assignment screen you can add and order the workflow steps below the Chat/Portal statuses. The workflow steps will then be executed in that order from start to finish.
|Accept||Used by technicians to accept the service request.|
|Reject||Used by technicans to reject the service request, which can then be reassigned.|
|Checkout||Indicates that the activity has been completed and checked out.|
|Close||Indicates that the activity has been closed.|
Workflow Step Status Configuration
By selecting the
Configuration option for a workflow step, you can then define the following:
|Show original status name instead of external status.||By selecting, the application will display the workflow step name to the end-customer, as opposed to the simply displaying the name of the Chat/Portal status.|
|Show original icon (if available)||By selecting, the icon selected for the workflow step will also be displayed to the end-customer.|
Service Feedback and Rating
It is now possible to receive feedback on service performance and improve service quality with the Feedback and Rating feature.
With it, your end-customers can view or provide ratings in the Self-Service Portal and Service Assistant after a service has been successfully completed.
|1.||The rating option is displayed in status tab when a service is completed.|
|2.||If the rating was provided via email, the result will display in the Portal.|
|3.||If comments were also provided, these will display beside the rating.|