Satisfaction evaluation form

The first part of this form is a paragraph that's titled: !!! IMPORTANT CHANGES you need to make BEFORE running this workflow: This paragraph contains instructions on how to personalize the workflow for you and your company. If you intend to run the workflow, these changes can not be ignored.

Next you'll notice that there are four faded out fields. These are called 'hidden fields'. These fields capture information without displaying them to the user and make their information available to other tasks in the workflow.

The workflow starts when a customer fills in this form.

This is a 'published task' - anybody can view and complete this form, they do not have to be a logged-in user.

Notify marketing manager

The marketing manager receives an email detailing the customer's feedback, and instructing them to review the feedback in the next task.

Kotive creates the content of the email by pulling in the customer's feedback from the first form.

Let's start by looking at how the email is typed up. There are lots of normal looking text words, but there are also lots of rectangular, shaded in, blocks of text. What's the difference?

Well, the normal text is just that: normal text. There's nothing special about it. But the blocks of text are actually information that is being pulled in from the previous form. If you click on the text area of the email while in the webapp, you'll see that it changes and suddenly looks like a lot of code with lots of curly brackets { } and numbers. This code (also called dynamic field tags) is what tells these fields of text what they're going to end up saying. When this email gets sent to the marketing manager, it won't look like it does now, it will all be normal text, because the workflow will look at the previous form and put the information from that form into this email.

Review 1 of 2

The marketing manager reviews the customer's feedback and indicates if they require further information from the customer.

If they indicate 'YES', they do need further information, then the 'Request further information' sub-workflow is activated next. However, if they indicate 'NO', then the sub-workflow is ignored and the 'Review 2a of 2' form task is activated instead.

Review 2a of 2

This form task has one condition:

Activate this task when...
'Do you need further information from this customer?' IS 'NO'

This form task will only be activated if the marketing manager indicated that they don't need further information from the customer in the previous form task.
The marketing manager chooses who to forward the feedback to, explains why it should be reviewed further, and saves the form.

If the marketing manager decides not to forward the information to anybody else, then the 'Customer satisfaction evaluation' workflow is over as soon as this form is saved.

Request further information

This sub-workflow has one condition:

Activate this task when...
'Do you need further information from this customer?' IS 'YES'

This sub-workflow will only be activated if the marketing manager indicated that they need further information from the customer in the 'Review 1 of 2' form task.

Request more information

The marketing manager types a message to the customer, asking for the information that they require.

Notify customer

The customer receives an email requesting more information, as per the message written by the marketing manager in the previous form task. They're instructed to follow the link at the bottom of the email, to move onto the next task.

Customer response

The customer responds to the email in the text field provided, and saves the form.

Thank you customer

The customer receives an email thanking them for their help.

Notify marketing of customer answer

The marketing manager receives an email containing a recap of the feedback, and the customer's answer to their request for more information. A link at the bottom of the email leads them to the next task.

Review 2b of 2

The marketing manager chooses who to forward the feedback to, explains why it should be reviewed further, and saves the form.

If the marketing manager decides not to forward the information to anybody else, then the 'Customer satisfaction evaluation' workflow is over as soon as this form is saved.

Notify manager

This email task contains four conditions:

Activate this task when...
'Please choose to whom this compiled information should be forwarded' (from 'Review 2a of 2') IS '... to the Sales manager.'
OR
'Please choose to whom this compiled information should be forwarded' (from 'Review 2b of 2') IS '... to the Sales manager.'
OR
'Please choose to whom this compiled information should be forwarded' (from 'Review 2a of 2') IS '... to the Sales manager, AND to Top management.'
OR
'Please choose to whom this compiled information should be forwarded' (from 'Review 2b of 2') IS '... to the Sales manager, AND to Top management.'

This email will only be sent IF the marketing manager decided to forward the information to the Sales manager (or the Sales manager AND Top management) in either the 'Review 2a of 2' OR the 'Review 2b of 2' form task.
The Sales manager receives an email including all of the feedback and follow-up information (if requested) from the customer.

Escalate exco

This email task contains four conditions:

Activate this task when...
'Please choose to whom this compiled information should be forwarded' (from 'Review 2a of 2') IS '... to Top management.'
OR
'Please choose to whom this compiled information should be forwarded' (from 'Review 2b of 2') IS '... to Top management.'
OR
'Please choose to whom this compiled information should be forwarded' (from 'Review 2a of 2') IS '... to the Sales manager, AND to Top management.'
OR
'Please choose to whom this compiled information should be forwarded' (from 'Review 2b of 2') IS '... to the Sales manager, AND to Top management.'

This email will only be sent IF the marketing manager decided to forward the information to Top management (or the Sales manager AND Top management) in either the 'Review 2a of 2' OR the 'Review 2b of 2' form task.
Top management receives an email including all of the feedback and follow-up information (if requested) from the customer.