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Business processes

A business process consists of a form and a series of approval steps. Business processes are typically used to open accounts and for Know Your Client (KYC) updates.

You can start a business process manually, or it can be initiated automatically. For example, it can be initiated automatically when a contact is created or updated. When a business process starts, you fill out questions in the business process form on behalf of the contact, company, opportunity, or service request. After filling out the business process form, you submit it for approval by one or more reviewers. Approval tasks are then assigned to users specified in the business process.

When you initiate a business process, the associated contact, company, opportunity or service request is locked until the business process is approved, rejected, or deleted. You can add activities to a locked item but cannot edit other details of the item. If all of the reviewers approve the form, the business process is marked as completed and approved. If any of the reviewers reject the form, then the form is returned to you. You can then read comments from reviewers, make changes to the form, and resubmit the business process.

Sometimes an approved business process form can update information in a contact, company, opportunity, or service request record. When your administrator creates a business process template, they can set questions in the form to update corresponding fields in the record. When the form is approved, the answers to the specified questions update the information in the record.

Info

When a business process is initiated but not submitted, it has a status of outstanding. An outstanding business process can be deleted at any time. However, after a business process form is submitted, it cannot be deleted, regardless of whether it is approved or rejected. This is because the submitted form provides an audit trail and a historical record of updates to contact, company, opportunity, or service request records.

Example of using a business process to open an account

A financial advisor takes on a new client. First, the advisor creates a contact record for the client in NexJ CRM . As part of this record, a blank financial profile is created in the client's contact portfolio. The advisor wants to add information to the portfolio, but cannot edit it directly. Instead, the advisor uses an account opening business process. The process ensures that every new client profile is filled out consistently.

Because new account openings in the organization need to be reviewed by at least two managers, the account opening business process has approval steps, which are assigned to the branch manager and a compliance officer when the business process is submitted.

The advisor starts the account opening business process for the client and begins filling out the form. The form contains questions about the client's personal details, accounts, and investments. After completing the form, the advisor submits the business process for review.

The reviewers receive their approval tasks and review the submitted business process form. The branch manager approves the form, but the compliance officer finds a problem and rejects the form, leaving a note that the advisor should confirm one of the questions with the client's other financial institution.

The advisor reviews comments from the compliance officer, then restarts the business process and makes changes to the form. After confirming that the information in the form is correct, the advisor resubmits the business process for review. This time, the compliance officer approves the form and the business process is marked as completed.

The answers to questions in the form fill out the client's financial profile in their contact record. The advisor can also access information from the form at any time by viewing the completed business process.

Example of using a business process to update company information

An insurance agent needs to update company information for a client as the company's location has changed. Instead of modifying the company information by editing it, the agent uses a company update business process to update the information and starts the business process from the Business Processes tab of the company's detail page on the Contacts workspace. The agent updates the address information provided in the business process form in the Details page and changes the coverage team members in the Coverage team page. The agent reviews the changes in the Summary page and submits the business process for review. The branch manager approves the form and the company record is updated.

Example form

The following figure shows an example of a form.

Business process form example

You will perform the following tasks to complete forms:

  1. Navigate between pages in a form.
  2. Go to sections in a form.
  3. Complete questions in each form section.