Extended CRM Workflow Functions & Features

The Extended CRM Workflow Functions & Features comprise the following elements:

• Monitoring and Reporting

  Main modules below cover Administrator tool to monitor and manage the process;Ability to access the internal workflow database through external SQL queries or via API's used by applications;Ability to keep a log with facilities such as statistical tracking;Ability to keep a log with facilities such as configurable tracking and auditing of data;Ability to keep a log with facilities such as archiving of audit data;Ability to keep a log with facilities such as a configurable data retention period;. Monitoring and Reporting, Extended CRM Workflow Functions & Features

• Process and Activity Definition

  Major modules include Workflow rules can be defined that will trigger the sending of an alert e-mail or the scheduling of a task;Workflow rules can be defined that can perform anything that a user can manually perform using the CRM solution;Represents complex processes that are in turn comprised of sub-processes and activities;Graphically portray the business processes and activities allowing the processes to be defined or mapped into the system;Reuse an activity already defined in the process without having to define it again; the ability to share activities and sub-processes between processes;Define absolute or relative dates when activities or work-items must be completed;. Process and Activity Definition, Extended CRM Workflow Functions & Features

• Supports for dynamic, complex processes

  It includes Visual design tool;Support for dynamic, complex processes;Define task concurrency and dependency to enable proper sequences;. Supports for dynamic, complex processes, Extended CRM Workflow Functions & Features

• Resources and Roles Definition

  Modules covered Designate participants with various characteristics, as well as define their profiles and specific attributes;Define and handle different types of resources--human or computer-based--as well assign roles to those resources based on variable criteria;Integrate existing corporate directory information and profiles--ie, DBMS, OS, host services (e.g., X500), LAN-based services--into the workflow system, thus facilitating the task of defining roles;Ability for users to have multiple roles;Generic role definition in order to allow the passage of work-items to a group, individual, or a generic individual type;Reassign work to an individual using the forward concept (with specified privileges);. Resources and Roles Definition, Extended CRM Workflow Functions & Features

• Rules and Routing Definition

  Modules covered Access data from external applications or databases from within the workflow process at run-time and use that data to dynamically feed routing decisions;Define the logic that governs the process, as well as the business rules and routing logic within the workflow product;Serial, conditional, parallel, and rendezvous (ie, several distinct roles/activities merging into one at a specific point in the process) routing;Routing and business decisions based on a combination of several complex user-defined conditions or complex Boolean expressions;Repetition of completed activities as well as backtracking to specific activities on an as-needed, variable basis--e.g., the rerouting of work-items to activities which have already been performed in the event of a rework;Define the business rules and the routing logic in the process through graphical, drag-and-drop facilities;. Rules and Routing Definition, Extended CRM Workflow Functions & Features

• Work Definition

  Feature and functions covered Define and handle complex or compound work-items comprised of several heterogeneous data elements, which are integrated into the same container or work package, including standard attachments such as office documents, spreadsheets, and graphs;Define which participant should work on which activities and with what resources, as well as the different modes available for assigning work;Assignment of activities to participants' roles through graphical, drag-and-drop facilities;Assignment of activities to participants' roles through scripting or programming;Define and handle complex or compound work-items comprised of business and transactional data - data from external transactional applications or databases;Define and handle complex or compound work-items comprised of workflow process-specific data such as data by process and activity history, task priority, and alerts;. Work Definition, Extended CRM Workflow Functions & Features

• Triggers and Scheduling

  Functionality covered Generate and manage notifications and alerts, including how the alerts are registered, logged, and to whom they are posted;Deadline triggers (e.g. date, day-of-month, hour);Threshold triggers (e.g., based on predefined attribute values for work-items, such as all claims over $1000 should generate alerts);Support different types of events that can be defined as triggers of automatic actions, including timer triggers (triggers that are caused by a timer expiring);Scheduled triggers (periodic events, such as every eight hours or every week);Activity and work-item status (exceptions, processing status);. Triggers and Scheduling, Extended CRM Workflow Functions & Features

• Workflow Components

  This covers Separate, private copies of the process map for each work-item created in the workflow system or do all work-items in one common shared copy of the process map;Integrated scripting;Word processors (such as Word) and spreadsheet (such as Excel) applications from within workflow - attach documents to related points for reference;Interface with other workflow applications such as e-mail, e-forms and scheduling packages (e-mail can be used to send ticklers to individuals; e-forms can be used for document preparation; scheduling packages can be used to organize call-backs and appointments);Ability for an activity or work-item priority be raised dynamically at run-time, according to certain process conditions (e.g., deadlines, completion of related activities);Alter the workload balancing mechanism--the algorithm used by the engine to dynamically reassign work--during execution;. Workflow Components, Extended CRM Workflow Functions & Features

• Queue and Work List Definition

  This covers Define relationships between queues, activities, and how they correspond to support the different mapping definitions--i.e., one queue for many activities, one-to-one mapping, and custom mapping;Static and dynamic association between queues and activities;Definition of preset sorts at build-time--e.g., LIFO sort, alphabetic sort--so they can later be invoked by participants to sort their queues at run-time;Define the run-time, activity-level and work-item-level priority of the different instances and cases within the process;Push or assign work to participants as well as allow participants to pull work from their queues;Sorting work queues on variable criteria as well as custom, user-defined criteria;. Queue and Work List Definition, Extended CRM Workflow Functions & Features