The main components of a business process template are its form and its steps. A form is a questionnaire that contains pages of questions for users to fill out with details about their client, a company, opportunity, or service request. Steps define tasks that are assigned to other users, who review the completed form, then approve or reject it.
If the information in the form is configured to update underlying contact, company, opportunity, or service request data then the information is updated when the business process is approved. When you create the form, you can configure questions to update fields in the contact, company, opportunity, or service request record. If questions are not configured to update the contact, company, opportunity, or service request the information in the form can still be viewed at any time by opening the completed business process.
After you create and activate a business process template, it is available for users to run as a business process. When a user initiates a business process, the associated contact, company, opportunity or service request is locked until the business process is approved, rejected, or deleted. Users can add activities to a locked item but cannot edit other details of the item.
Depending on how a business process is configured, it can be run manually, or it can be automatically initiated when a contact, company, opportunity, or service request record is created or updated. When a business process runs in NexJ CRM, the form displays and the user answers questions as they navigate through the pages.
After the user fills out the form, they submit it for approval. The review tasks defined by the steps are then assigned to users. If all of the reviewers approve the form, the business process is marked as approved. If any of the reviewers reject the form, the user can read the reviewers' comments, make changes to the form, and resubmit it.
When a business process is initiated but not submitted, it has a status of outstanding. Users can delete an outstanding business process at any time. However, after a business process form is submitted, users cannot delete it, regardless of whether it is approved or rejected. This is because the submitted form provides an audit trail of updates to the contact, company, opportunity, or service request record.
An audit trail is an event log that records actions that users perform, such as viewing or modifying a contact.
A form can contain the following parts:
Pages contain questions that a user navigates through when they fill out the form. You can add a single page or many pages to a form. When you add a page, you specify a title, and at least one section in which you can add questions. You can customize pages with headers and footers, which can be text or images.
Sections are divisions in a page that group together questions. Add sections to a page to keep questions organized, and to highlight, separate, or isolate specific questions. When you add a section, you can include an enablement toggle checkbox, which enables or disables the answer fields for all of the questions in the section.
Questions are the fields that a user fills out. When you add a question, you choose the question's type. The type determines how that question is answered. For example, you answer a Single-line Text question by typing your answer into a text field. You can choose to bind a question to a corresponding field in the contact's profile. When you bind a question to a field, the value from the field can automatically fill in the question's answer. Questions that you bind to contact profile fields can be configured to update the profile information with the question's answer when the form is completed.
Field controls are expressions that you add to questions to modify the properties of the questions, such as when a question is shown and what its answer is. Add field controls to a question when you want to dynamically control the question, based on the answers to other questions in the form, or information from the contact's profile.
A flow specifies the order in which pages display for users. You create a flow using a graphical interface, which allows you to place nodes and connecting branches to specify how the form moves from page to page. You can place page nodes that represent individual pages, and decision nodes that create a conditional branch between two pages. Decision nodes allow you to direct a form to one page or another depending on the answers to specified questions.
Print documents are documents or images that you add to a form's flow, which provide additional information or context to the form. When you complete the form, you are given the option to print it's associated print document. Print documents can contain merge fields that, when you print the document, automatically populate it with the inputted answers from the form. Each form's flow can have only one print document associated with it.
When you add a step to a business process template, you configure it to be assigned to a specified user, coverage role, or work queue. You can add attachments to a business process step, which can be accessed when the approval task is opened.
A step can contain the following parts:
Entry criteria are conditions for an object that must be met before a user can start a business process or a step. If a step's entry criteria is not met, then the step is skipped and the entry criteria for the next step in the business process is evaluated.
Entry actions are automatically performed when you start a business process step. You can configure an entry action to send an email to a user, update a field in a contact, company, opportunity, service request, or KYC record, create a web service call, or assign a task or activity plan to a user when you start a business process step.
Exit actions are automatically performed when a business process step is approved or rejected. You can configure an exit action to send an email to a user, update a field in a contact, company, opportunity, service request, or KYC record, create a web service call, or assign a task or activity plan to a user. Exit actions are performed regardless of whether the step is approved or rejected.
Attachments are documents or images that can provide additional information or context related to the business process. Attachments can contain merge fields. When you print the document, merge fields populate with the corresponding information from the form or the record for the contact, company, opportunity, or service request.
Entry criteria are conditions that must be met before a user can start a business process or a step. Entry criteria enable you to control which contacts, companies, opportunities, or service requests the business process applies to, and the circumstances in which specified steps are assigned to users. For example, you can add entry criteria to a step so that it assigns a task to a reviewer only if the client has an annual income exceeding $100,000.
Exit actions define additional work that must be performed after a business process is completed. You can configure an exit action to send an email to a user, update a field in a contact, company, opportunity, service request, or KYC record, create a web service call, or assign an activity plan or task to a user. Exit actions are assigned to specified users automatically when you configure exit actions to be assigned to specified users automatically when a business process is approved or rejected.
There are two types of exit actions that you can add to a business process template:
Approval actions are performed when all of a business process' approval steps are approved.
Rejection actions are performed when any of a business process' approval steps are rejected.