This scenario describes how you might use Business Space to dynamically
change the path through a workflow, for example, to skip tasks that are not
needed in a particular context.
This scenario uses widgets that contain content from WebSphere
Process Server. To run the scenario, WebSphere Process Server must be installed.
The
scenario uses the pages and widgets of a space created from the Managing
Tasks and Workflow template. Some of the steps and information
might not apply for your situation. Adapt the scenario to fit your needs.
The scenario is an example of how to use Business Space to dynamically
change the workflow using the My Tasks, Available
Tasks, Task Information, Create
Tasks, and Human Workflow Diagram widgets.
In
this scenario, you are responsible for handling enquiries about mobile phone
contracts. Imagine that you work in a call center for a mobile phone company
and are responsible for handling enquiries about phone contracts. A customer
has just called to say that she wants to cancel her current contract.
You
need to find her current contract and check whether she can cancel the contract
at this time. To perform these responsibilities, you use Business Space to
complete the following steps.
- You log onto Business Space and open the space that you use for
working with customer contracts.
- You switch to the Create Tasks page and
you use the Create Tasks widget to create a task for
processing the cancellation of the customer's contract. You enter
the phone details in the Task Information widget and
submit the task.
- You switch to your My Tasks widget, and edit
the task that allows you to continue to process the cancellation request.
- You enter the customer information in the Task Information widget.
- Usually, when a contract is cancelled, you must send the customer
information about the company's latest offers. However, the customer stated
that she didn't want any information sent to her. So, you switch to the Human
Workflow Diagram widget, skip the task for preparing a new offer,
and submit your updates.
- You refresh your My Tasks widget and
find a request to check the details of the cancellation request.
- You edit the task and check the PDF of the contract that is attached
to the form in the Task Information widget. You
see that the contract is just over 12 months old. However, you are not sure
whether this particular contract type must run for at least 24 months before
it can be cancelled.
- You decide to ask one of your colleagues for help on the contract
conditions. To get this additional information, you perform the
following steps:
- In the Task Information widget, you create an
Inquiry task for your colleague to get the information that you need. The My
Tasks widget updates to show that the check details task is pending.
The Human Workflow Diagram widget shows the new dependent
task for the check details task.
- You save the changes that you've done on the task so far and continue
to work on other tasks. Your check details task is pending until your colleague
gives you the information.
- When your colleague completes the dependent task, your My
Tasks widget is updated to show that check details task is no longer
pending.
- You edit the check details task and check the Related Tasks in
the Task Information widget to see your colleague's answer.
- Based his answer, you decide that you can cancel the contract and
you submit the check details task.
- You prepare the confirmation letter for the customer but notice
that there are some inconsistencies between the letter and the contract. You decide that it is better if one of the contract specialists reviews
the contract details again. You go to the Human Workflow Diagram widget
and redo the check details task. You add the information about the problem
in the Task Information widget and transfer the task
to your colleague.
- Your colleague opens the review contract details task and checks
the information about the contract, including the attached documents, in the Task
Information widget. He sees the discrepancies and makes
the necessary corrections and then submits the task.
A confirmation letter about the termination of the contract is sent
to the customer.