Collaboration & Workflow

Workflow Automation In GoFormz

Last Updated: Jul 08, 2016 11:26AM PDT


GoFormz Workflow Automation lets you set up form actions that happen automatically based on certain triggers. For example, you may want to send an email to the customer whenever a form is completed. In this case, form completion is the trigger, and emailing the customer is the action.
 
Workflow automation lets you implement and enforce business processes around form completion. Instead of asking all employees to remember to execute various steps of a form workflow (e.g. emailing certain people upon form completion, storing completed forms in Box, etc.), these steps can be automated, making the whole process more streamlined and less error-prone. This is a powerful tool for collaboration, compliance, and overall efficiency. At the end of this article, we go over an extended use case of automation that should make this versatility clear.
 
Workflows are set up on a per-template level. This means that a given workflow only operates on forms created from a specific template, and you can set up separate workflows for different templates. For instance, you can have one set of workflows for your Work Order Form, and another for your Service Activation Form. The one exception to this is email notifications, which can be set up on a per-template level or a global account level.
 
A template can have multiple workflows. For example, you may want to automatically transfer a work order to a supervisor once a technician completes it and then save it to Box once the supervisor signs off on it.
 
A workflow event is composed of a trigger (what initiates the workflow) and an action (what you want GoFormz to do when the trigger occurs). Let’s look at some examples of workflow events:

  • When Jane Doe completes a Work Order form, transfer it to John Q Manager

  • When a Supervisor completes a Work Order form, email the customer

  • When anyone in the organization receives a Work Order form transfer, send them a notification on their mobile device

In all of these examples, the portion before the comma is the trigger, and the portion after the comma is the action.

Triggers

A trigger is what activates the workflow. A trigger has two components -- who does it, and what they do. The “who” can be an individual user (e.g. Jane Doe), a user group (e.g. Supervisors), or any user in your GoFormz account. The “what” can be one of the following:

Actions

Actions are what you want GoFormz to do when the trigger occurs. GoFormz currently supports the following actions:

  • Email: Send an email to an email address or addresses of your choosing.

  • Notify: Send a notification to the mobile device of the current form owner.

  • Tag: Associate a tag with the form.

  • Transfer: Transfer the form to another user or group.

  • Save to Box: Upload a PDF of the form to Box.

Extended Use Case

Suppose your service organization has a Work Order Form governed by the following rules. The tasks where workflow automation may be useful are marked with numbers in parentheses.

  • REQUEST: There are two ways that forms are created:

    • A dispatcher gets a request from a customer regarding a new work order, and creates a new form accordingly.

    • Your organization has a public work order template on their website, allowing customers to enter their information and problem description directly into a new Work Order form. When a customer submits such a form, it should go directly into the support queue by sending an email to the support email alias(1). Dispatchers monitor this queue, and process all emails that come in.

Dispatchers select a technician based on their schedule and location, and assign the form directly to that technician for fulfillment.

  • FULFILLMENT: Technicians should receive a notification on their mobile device(2) when they get a new form assigned to them. Technicians then fill out the form in the field.

  • APPROVAL: The regional supervisor must approve all forms completed by a technician in their region. So when a technician completes a form, it should be transferred to the appropriate supervisor based on the region(3,4,5). There are three regions -- East Coast, West Coast, and Midwest. The supervisors are Bill, Tara, and Karen, respectively.

  • CUSTOMER NOTIFICATION: When a supervisor signs off on a form, the form is deemed complete, and an email with the form attachment should be sent to the customer(6).

  • STORAGE & CATEGORIZATION: Your organization uses Box for enterprise storage. The form should be saved to Box(7) once the supervisor signs off on it. In addition, all forms should be tagged(8) as work order forms, and with the customer’s name.

This is similar to a standard workflow at many organizations. So how do we set this up? First, we need to set up some user groups. For this scenario, we suggest the following user groups: East Field Techs, West Field Techs, Midwest Field Techs, Supervisors. Once we have these groups, we can set up the following workflow events. They are numbered to correspond with the numbers in the description above.

  1. Anyone    

    • Public form submitted

      • Email support@mycompany.com to add new work order to the queue

  2. East Techs, West Techs, Midwest Techs    

  3. East Techs

  4. West Techs

    • ​​Completes form

  5. Midwest Techs

    • ​​Completes form

  6. Supervisors

    • ​​Completes form

      • Email form PDF to the customer using their email address from the form

  7. Supervisors

  8. Anyone

    • ​​Completes form

      • Tag as “Work Order” and with the customer’s name, as provided in the form

Use the links above to learn how to configure the various workflow actions. The use case was intentionally constructed to take advantage of all available workflow actions.

f96791875af3f069482b7b5788b9b70b@goformz.desk-mail.com
http://assets0.desk.com/
false
desk
Loading
seconds ago
a minute ago
minutes ago
an hour ago
hours ago
a day ago
days ago
about
false
Invalid characters found
/customer/en/portal/articles/autocomplete?b_id=13874