WorkspacesThis topic relates to Journey Workspaces | Workspaces UserIncludes bank staff, helpdesk, relationship managers, and managers | This feature relates to the 23.10 release
Every Journey Workspaces portal comes with a pre-defined configuration that makes all Workspaces features available via controlled user access to a set of role-specific spaces. While this default configuration can be used as the basis for your own Journey Workspaces portal, you need additional elements like forms, roles and users in order to access the spaces and features in a meaningful way. The Journey Workspaces demo provides these additional elements in a sandboxed organization, giving you everything you need to experience the full application journey from start to finish in a safe environment that won't interfere with development and production systems.
This topic describes the application journey demonstrated in the video Workspaces: An Application Journey. This video follows an application as it takes a journey via Workspaces from creation to completion. This journey passes through several stages, each of which focuses on an activity that involves specific Workspaces users, spaces, and features.
The Workspaces demo can be set up in your Journey Manager environment so that you can investigate all that Workspaces has to offer. Contact your TJM representative to request a Workspaces demo in your Journey Manager environment.
At the core of the Workspaces demo is a set of user ids that provide access to various spaces. Each space in turn provides access to features and a subset of application data that are relevant to the role performed by the user. The demo user ids are as follows:
Role | User ID | Available spaces |
---|---|---|
Assisted Channel* | [email protected]
|
Assisted Channel |
Helpdesk | [email protected]
|
Helpdesk |
Application Processing | [email protected]
|
Review, Document Requests |
Manager | [email protected]
|
Manage |
* In some regions, this role corresponds to a relationship manager.
In addition to these space-restricted user ids, there is a super-user user id ([email protected]
) that has access to all of the spaces mentioned above.
As shown above, most of the users created for this demonstration are configured with access for just one space. This allows us to focus on role-specific features and workflow as we move through the demonstration. A consequence of this is that the Spaces is hidden most of the time, only being displayed when multiple spaces are available.
To access a Workspaces portal, you need to find the portal's form URL in Journey Manager and browse to it.
To find a portal's form URL, follow these steps.
Alternatively, you can copy the URL from the Form Test Render . For example, in Google Chrome, right-click
Form Test Render and select Copy link address from the menu.
The same steps can be used to find the Journey Applicants portal's form URL by locating Journey Applicants at step 2 instead.
Once you have the portal's form URL, paste it into a new browser tab or window to access the portal.
Conventions used in this topic are designed to help you understand where you are in the demo.
You need to clear your browser's application cache each time you login using a different user id. This is because Workspaces stores data in the application cache that is incompatible between different users.
While this can cause problems in a Workspaces (demo) system where you login with different user ids in the same browser, it is not an issue in a production system where each user logs in to their own computer with their own user id only.
Application Processing ([email protected]
)
The items displayed are:
The application journey begins in the Assisted Channel space. Follow these steps.
To learn about the Assisted Channel space, see Workspaces Assisted Channel.
Assisted Channel ([email protected]
)
The Assisted Channel space is selected because this is the only space available for this user.
To learn about spaces, see Workspaces core concepts > Roles and spaces.
To learn about starting an application, see New Form: Start a new application.
The demo application form is US-centric; for example, it uses SSN and US-format phone numbers. If you're interested in having a demo application form for another locale, contact your TJM representative to register your interest.
At the Deposit details page, enter an amount between $1,000 and $100,000 to progress the application to the manual review step.
In the demo system, the amount entered on the Deposit details page controls the application journey as follows:
When you reach the Supporting documents (Optional) page, don't upload any documents for now. We'll come back and do this later.
Save the application and close the modal window.
To learn about modal windows, see Workspaces UI tour > Modal windows.
Closing the modal window returns to the List screen where the saved application is available in the My Saved view. Other views allow you to focus on tasks in different states.
To learn about views, see Workspaces core concepts > Views.
To learn about the progress stepper, see The application Details screen > Progress stepper.
To learn about opening a saved application, see View Form: Re-open an application form.
Now that the application has been submitted, it is no longer available in the My Saved view. Instead, you can find it in the All applications view where all applications are visible to all Assisted Channel users.
Select the application to view it on the Details screen again.
Note that the current task is disabled. This is because the task is now at the Manual Review step, as shown in the Application Timeline, and the Assisted Channel user doesn't have permission to act on this task at this step.
To learn about the Application Timeline, see The application Details screen > Application timeline.
Looking at the progress stepper, it reveals that not only has the application been submitted, but it has completed an automated decision step and is currently under review.
Journey Workspaces.
ofThere's nothing else the Assisted Channel user can do at this stage, so it's time to begin processing the application.
The application journey continues to the application processing stage. An initial review of the application checks that all required information and documents are available.
Application Processing ([email protected]
)
Several spaces are available under the Process space group:
We'll look at all these spaces throughout the demo.
Usually, the Review space is selected by default. If another space is active, select the Review space.
To learn about space groups, see Workspaces core concepts > Roles and spaces.
To learn about the Review space, see Reviewing applications.
Our new application is available in the item list.
In the demo system, the queues correspond to user groups with different responsibilities: Error Group and Manual Group. Users with access to the Manual Group queue are responsible for handling manual review tasks. We can see our application when this queue (or the All queue) is selected.
The goal of application processing is to decide whether to approve or reject the application. Scan the application to identify whether anything is preventing you from making that decision.
To learn about background checks, see The application Details screen > Background Checks section.
Some of the background checks are colored red indicating a negative result. We'll resolve this later.
Claim the application.
To learn how to claim an application, see Claim: Assign an unassigned task to a yourself.
Now that you've claimed the application, you can start updating it.
To learn about custom actions, see Workspaces actions > Custom actions.
The following custom actions are available in the default Workspaces configuration on which your Workspaces portal may be based. All the custom actions are covered in this demo.
To learn about requesting information from an applicant, see Example: Request information from applicant.
Request the following information from the applicant:
In response to this action:
On returning to the List screen, note that the application is no longer available in the All outstanding view. This is because it no longer satisfies the criteria imposed by that view. In fact, it is no longer available in the Review space; instead, it is now available in the Information Requests space.
To learn about the Information Requests space, see Request information during application review.
You can see the application here. Notice that the application is assigned to the applicant.
In this space, Application Processing users can monitor applications assigned to applicants and communicate with them to handle any inquiries.
Note the task assigned to the applicant in the task switcher.
For an example of how the Review Checklist works, see Example: Review checklist.
Select the custom action Review Checklist. The Review Checklist modal window is displayed.
A Review Checklist tab appears in the task pane. You can monitor the state of the Review Checklist items here.
Journey Workspaces.
ofAt this stage, the application is with the applicant for action, and bank staff can't do anything to advance the application towards success. Next, we'll see how the applicant and bank staff can communicate with one another to keep the application progressing along its journey.
In this section, we discover how applicants can communicate with bank staff, and how an applicant can add more information to their application after the initial submission.
Applicant (Applicant's email)
Journey Applicants uses a mobile-first design, but can also be used on the desktop. We'll use it in desktop-mode throughout the remainder of this demo.
The progress stepper shows that the applicant has been asked to provide more information, and a task has been assigned to them for this purpose.
Looking at the task switcher, the only tasks shown are those assigned to the applicant.
In the Information Requested card, we can see the message we sent to the applicant requesting more information.
From the actions group, click Resume.The Resume modal window is displayed with sections and fields for just the required information; in our case, upload four documents to the application and provide some additional information.
Let's assume the applicant needs assistance to understand what was requested. Close the modal window, returning to the Details screen
Add a note to the application, asking whatever you need to know to be able to complete the assigned task.
To learn about Notes and Comments, see Task notes and comments.
We need to return to Workspaces now to respond to the applicant's inquiry.
The applicant waits for the bank staff to respond to their question.
Application Processing ([email protected]
)
Application Processing ([email protected]
)
Click Comments on the note. This creates a threaded conversation on the note between the applicant and bank staff. The applicant and bank staff can add more notes or comment on existing notes until the applicant is satisfied they have what they need to continue.
Having responded to the applicant's inquiry, it's now back to the applicant to complete the task assigned to them.
Applicant (Applicant's email)
To learn how to resume an application, see The application Details screen > Progress stepper.
To learn about uploading documents, see The application Details screen > Upload a document.
We can see that the task's status is Completed now, and the progress stepper shows that the application has returned to the Review step.
The applicant has nothing else to do now until the application is approved.
The application has been assigned back to the Application Processing user who can continue to review it.
Application Processing ([email protected]
)
The Document Requests space is selected because it was selected when we last logged out as the Application Processing user.
The application is no longer available in the Document Requests spacebecause the applicant has completed our request for information. We need to look for the application in a different space.
Application Processing ([email protected]
)
We see that the application is available here. Notice that the application is not assigned to anyone.
Before we finish processing our application, let's take a look at some of the other spaces available in Workspaces.
Workspaces includes a Helpdesk space designed to support teams who respond to customer inquiries.
To learn about the Helpdesk space, see Workspaces Helpdesk.
Helpdesk ([email protected]
)
Generally, responding to a customer inquiry starts with finding an application.
To learn about finding a task or application, see Finding tasks and applications.
The Helpdesk user can use the information in the item list to verify the identity of a caller. Once the caller is verified (as the applicant), the Helpdesk user can confidently share additional application details with the them.
While assisting the caller, the Helpdesk user can examine the application's details to check what has happened with the application so far. The Progress stepper shows where the application is currently in the application processing workflow, while the Task switcher and Application Timeline show all the steps the application has been through so far, some of which may have been repeated as the application is processed.
When the call ends, the Helpdesk user can return to the Helpdesk List screen to handle another inquiry, or logout.
Next, we'll take a look at task management.
Workspaces includes a Manage space designed to support task management.
To learn about the Manage space, see Manage tasks and applications.
Manager ([email protected]
)
A manager can perform various task and application management activities such as:
Also, our application's Assigned to field is empty.
To learn about task assignment, see Assign a task to a user, Reassign a task to another user, and Unassign a task.
Now that the application is assigned to the Application Processing user, we can continue to process it.
In this section, we continue processing the application, sharing the workload by using an ad hoc request to get someone else to verify the documents uploaded by the applicant.
Application Processing ([email protected]
)
The Review space is selected.
Select the Assigned to me view. All applications assigned to the logged in user are available from this view. Other views allow you to focus on tasks in different states.
To learn about viewing and downloading documents, see Documents.
For an example of how to create an ad hoc task, see Example: Create an ad hoc task.
For this demo, the Document Verification ad hoc task is assigned to the super user ([email protected]
).
Application Processing ([email protected]
)
Only tasks that are assigned to the logged in user appear in the item list.
Notice the SLA indicator displays the (SLA Warning) icon.
To learn about completing an ad hoc task for document verification, see Example: Complete an ad hoc task.
After verifying the documents, the List screen is displayed and the task no longer appears in the item list.
With the application documents verified, the reviewer can complete application processing.
In this section, we finish processing the application by making a decision about it's outcome. Along the way, we update the background checks and re-visit the Review Checklist.
Application Processing ([email protected]
)
The Review space is selected.
Claim the application again, from the List screen this time, then select it to display its details.
For an example of how to re-run background checks, see Example: Re-run background checks.
All the background checks pass now, except for one that we'll ignore.
For an example of how to use the Review Checklist, see Example: Review checklist.
On the Review Checklist modal window
Having reviewed the application's details, we're now ready to make a decision about the application's outcome. We're going to approve it.
For an example of how to approve an application, see Reviewing applications > Approve an Application.
The Details screen closes, returning to the List screen.
The application is transferred back to the applicant, and an email is sent to them advising how to complete the final step: funding the application.
Alternatively, you can find the application in the Received Applications space. Here, you can see all of the tasks associated with an application.
Finally, the application has been approved and the applicant needs to fund their new account.
Applicant (Applicant's email)
A funding task is assigned to the applicant.
All of the tasks assigned to the applicant (in the task switcher) now appear as completed.
With the application funded, this application journey ends here.
You can learn more about Workspaces features in the Workspaces user guide, and information for solution builders is available in the Workspaces technical guide.