Customer Review Process Flow

In this guide, we're going to create a workflow where an employee fills a form and sent to the customer for review. The customer gets a form link through email to approve or reject. If the customer approves the form, then the ticket will be closed after the internal review. If the customer rejects, then the process starts again and will be sent back to the employee. Here's an example workflow that we are creating.

This guide walks you through the step-by-step procedure to configure this workflow in the Effort platform.

Workflow Configuration

Getting Started With Forms

One of the first steps in creating any workflow is to create a form. A form is a template that enables you to collect and store data. To start the Workflow configuration, you have to start with the creation of the below forms.
  • Customer Review Form:
  • Customer Review Feedback Form:
  • Internal Employee Review:
  1. As a first step, you have to create a Customer Review Form in the Forms module. To create this form, navigate to Configurator > Forms. Click Create Form button.
  2. This opens the Add a New Form Template pop-up. You have to click the Create On My Own option. It enables you to create a form from the scratch.
  3. Now you will see the Create Form page with the data types on the left side. These data types help you to collect data that you need from the customers. Check out the Data Types - Basic page to learn more about the data types.
  4. Enter the form title as Customer Review Form in the Title field.
  5. Now drag and drop the Number, Number, Date, Text, Email, Phone, Text, Text, and Text data types onto Fields canvas.
  6. Click on the Number field and enter the label as Customer ID in the Label field. Similarly, label all the fields as shown below. Check out the Field Properties page to learn more about the field properties.
  7. Now enable Publish option and click Save button to save the form. Check out the Publishing Options page to learn more about the publishing options.
  8. In the same way, you have to create the Customer Review Feedback form with the fields as shown below. Drag and drop the Number, Number, Date, Text, Email, Phone, Text, Text, Dropdown, Text, Dropdown, and Signature data types onto the field canvas and label them as shown below.
  9. For the Dropdown field that is labeled as Feedback on Customer Query Fix, enter the below dropdown values in the Add Values field.
    • Unsatisfied
    • Less satisfied
    • Neutral
    • Satisfied
    • Highly satisfied


  10. For the Dropdown field that is labeled as Customer Approval, enter the below dropdown values in the Add Values field.
    • Approve
    • Reject


  11. Now enable Publish and Make Form Public options and click Save button to create the form.
  12. Similarly, create the Internal Employee Review with the fields as shown below. Drag and drop the Number, Number, Date, Text, Email, Phone, Text, Text, Dropdown, Text, Text, and Dropdown data types onto the field canvas and label them as shown below.
  13. For the Dropdown field that is labeled as Customer Approval, enter the below dropdown values in the Add Values field.
    • Approve
    • Reject


  14. For the Dropdown field that is labelled as Ticket Status, enter the below dropdown values in the Add Values field.
    • Closed
    • Not Closed


  15. Now enable Publish option and click Save button to create the form.

Work Process Creation

In the above section, you have created forms to capture details from the customer, generate a ticket, and get feedback from the customer. Now, you have to create a work process to performs all these activities in a sequence. Follow the steps given below to create a work process.

  1. To start creating a work process, navigate to Configurator > Processes > Action Process. Click Create Process button.
  2. This opens the Add a New Action Process Template pop-up. You have to click the Create On My Own option. It enables you to create a form from the scratch.
  3. You will see the Create Action Process page. Enter the Work Process Name as Workflow 3 and click Add Action button to define the first step in the workflow.
    The work process name is generic and you can name the work process as per your requirement.
  4. Enter the Action Title as Customer Feedback on Review. Under the Form Template column, click the Select Form and select the Customer Review Feedback form.
  5. As per the workflow, this is the action where the customer will review the details. To send this action to the customer, select Action Type as External Action.
  6. Similarly, click Add Action button again. Enter the Action Title as Internal Employee Review and configure the Internal Employee Review form template.
  7. Click Add Action button again. Enter the Action Title as Customer Review and configure the Customer Review Form form template.
  8. Click Save button to create the work process. You will see the work process action page. Click Manage Fields card to define the work fields that are used to create a work. Using these fields work will be created and assigned.
  9. To add a new field, click Add Field button. Use up and down arrows under the Order column to change the order of the work fields. Define the fields as shown below and click Save button.
  10. You will see the work process action page. Click Manage Flow card to define the workflow like from which action to start the work, where to end, what action to be executed after completing a work action, etc.
  11. Make the Customer Review as Start Action and Internal Employee Review as End Action as shown below.
  12. Click the pencil icon under the Next Action column against the Customer Review work action.
  13. Click on the Customer Feedback on Review and click the arrow button to move it to the Selected section. Click OK.
    As per this configuration, the Customer Feedback on Review action will be executed after the Customer Review action.
  14. Click the pencil icon under the Next Action column against the Customer Feedback on Review work action.
  15. Select Customer Feedback on Review and click the arrow button to move it to the Selected section. Click OK.
  16. Click Create Rule against the Internal Employee Review action as shown below.
  17. You will see the Create Rule pop-up window appears. Enter the Rule Name as Accept and click Add Criteria button. Define the criteria as shown below and click OK.
    As per this configuration, the Internal Employee Review action will be executed if the customer approves the form.
  18. Click Create Rule against the Customer Review action as shown below.
  19. You will see the Create Rule pop-up window appears. Enter the Rule Name as Reject and click Add Criteria button. Define the criteria as shown below and click OK.
    As per this configuration, the Customer Review action will be executed if the customer rejects the form.
  20. You can see the workflow defined below. The Customer Feedback on Review work action will be performed by the customer as it is an external action. If the customer approves, the Internal Employee Review will be executed. If the customer rejects, again the Customer Review will be executed.
  21. Click the gear icon under the Configure Bot / External Action column given against the Customer Feedback on Review action.
  22. Click Add Input button. Select Contact Type as Email, Field Type as Email Fields In Work, and Field as Customers Email. Enter the link expiry limit as 90 minutes and enable the checkbox as highlighted in the below screenshot. Once you have finished the configuration, click Save button.
    As per this configuration, the work action link will be sent automatically to the customer email and it is valid for 90 minutes.
  23. Click the bulb icon under the Auto Allocate Work Actions column given against the Internal Employee Review.
  24. Set the configuration as shown below and click OK. As per this configuration, the Internal Employee Review work action will be assigned automatically to the same employee who is performing the Customer Review action.
  25. Similarly, click the bulb icon under the Auto Allocate Work Actions column given against the Customer Review.
  26. Set the configuration as shown below and click OK. As per this configuration, the Customer Review work action will be assigned automatically to the Customer Support team. The Customer Support team is an employee group. Check out the Add Employee Group page to learn how to create an employee group.
  27. Click Save Process Flow button to save the workflow.
  28. You will see the work process action page. Scroll down to the Auto Fill section and click Auto Fill Action Forms card.
  29. Click the icon under the Actions Autofill from Normal Fields column given against the Customer Feedback on Review action.
  30. Configure the fields as shown below and click Save Or Update button.
    You can see the Customer Feedback on Review form fields on the left side. As per this configuration, the details entered in the Customer Review form will be automatically copied to the Customer Feedback on Review form fields. It automates data entry by extracting values from the Customer Review form.
  31. Click the icon under the Actions Autofill from Normal Fields column given against the Internal Employee Review action.
  32. Configure the fields as shown below and click Save Or Update button.
    You can see the Internal Employee Review form fields on the left side. As per this configuration, the details entered in the Customer Feedback on Review form will be automatically copied to the Internal Employee Review form fields. It automates data entry by extracting values from the Customer Feedback on Review form.
  33. Click the icon under the Actions Autofill from Normal Fields column given against the Customer Review action.
  34. Configure the fields as shown below and click Save Or Update button.
    You can see the Customer Review form fields on the left side. As per this configuration, the details entered in the work fields will be automatically copied to the Customer Review form fields. It automates data entry by extracting values from the work fields.

Workflow Testing

In the above section, we've completed the workflow configuration part. Now we need to test the workflow to ensure the configuration is working properly. Follow the steps listed below to check how this workflow works.

  1. As per the workflow, the employee needs to fill in the customer data. To complete this step, navigate to Web App > Processes. Click on the Workflow 3 card.
  2. Click Add Work button.
  3. Fill in the customer details and click Save.
  4. Now the customer support team member will receive the Work Invitation on the mobile app as shown below. Tap on the 1 pending Work Invitation.
  5. Tap Accept to start work on the customer request.
  6. Tap OK on the confirmation pop-up.
  7. Now go back to the mobile app home screen and tap Workflow 3 card.
  8. Tap on the work details card.
  9. Tap the Start Actions button.
  10. Tap Customer Review to fill the customer review form.
  11. Fill the form and tap Save.
  12. Tap Save on the confirmation pop-up to complete the first action. Sync the mobile app to send the data to the server.
  13. Once the first action gets completed, the feedback link will be sent to the customer through email as shown below.
  14. The customer needs to click the link and submit the feedback form.
  15. As per the configuration, if the customer Approves the form, then Internal Employee Review will be executed, and it will be assigned to the employee who performed the first action.
  16. Tap on the notification or Workflow 3 card.
  17. Tap on the work details card.
  18. Tap the Next Step button.
  19. Tap Internal Employee Review to fill the form.
  20. Fill the form and tap Save.
  21. Tap Save on the confirmation pop-up to complete the first action. Sync the mobile app to send the data to the server.