WorkspacesThis topic relates to Journey Workspaces | Workspaces UserIncludes bank staff, helpdesk, relationship managers, and managers | This feature was introduced in the 19.05 releaseThis feature was updated in the 23.04 release
Some of the text and images below may not match what you see in your Journey Workspaces app. This is because the features described are based on a default Journey Workspaces configuration, and your Workspaces app may be configured differently; for example, with your company's branding, with fields for other information, or with a custom layout. Nevertheless, the features described work the same way in every Workspaces app.
Customer service needs, such as for relationship management, are supported in Workspaces via the inclusion of an Assisted Channel space. In its default configuration, the Assisted Channel space includes a List screen and a Details screen that are configured with features designed to make relationship management activities fast and efficient, so that you can focus on providing a great customer experience.
The List screen in the Assisted Channel space includes all of the standard features of a WorkspacesList screen.
The Assisted Channel space's List screen displays a list of applications that you created or that have tasks assigned to you, taking into consideration the global filters, the current view and any active search, filter and sort options. The Form / Product Type selector shows which form / product types the applications in the list relate to, and the name of the current view is highlighted in the Views selector. The list of applications displayed can be further refined using the filter and sort options. Filtering restricts which applications are displayed in the list, and sorting determines the order that items appear in the list. To learn more about these options, see Filter the Item List and Sort the Item List.
Once you've found the application you're interested in, you can select it in the item list to perform an action on it. In addition to these actions, you can also start a new application on behalf of a customer. To learn about the available actions, see Actions below.
The Details screen in the Assisted Channel space supports all of the standard features of a Workspaces Details screen. It displays comprehensive information about an application and a selected task, and provides access to the Assisted Channel actions. Each of the following features is contained in a separate container (pane, card or section).
To learn about any of these features, click the links above or see The Application Details Screen if you're using Workspaces 23.04 or later and The Application Details Screen (22.10 and earlier) if you're using an earlier Workspaces release.
Prior to the 23.04 release, the application timeline is an interactive component where the user can select a task, add or view notes, and perform task actions. In the 23.04 release, these interactive features have been removed from the application timeline and, instead, are available in separate components. For details, see Task switcher, Notes, and Actions.
The assisted channel actions are:
The New Form action is described below in the context of the Assisted Channel space. Descriptions of the other actions are available in the context of the Helpdesk space.
Examples showing how to use all of these actions are available or linked below.
In a customer-focused role such as a relationship manager, it helps to be able to provide services to your busy customers that make their lives easier. Workspaces includes several features aimed at reducing friction in the application process. One of these is the New Form action which allows you to kick-start applications on behalf of your customers.
The New Form action allows you to start a new application for a customer and fill in all of the application details that you know, accelerating the application process. You can work with your customer to enter all the necessary details, and then submit the application when it's ready.
An application started using the New Form action can only be accessed by an authenticated user; that is, a user who is logged in to Journey Workspaces or a Temenos Journey Manager system. However, many applicants are anonymous or unauthenticated users, starting an application from an external website such as an online banking website, and so will not be able to access an application started with New Form.
Handover of applications between authenticated and anonymous users is possible but may not be offered in an out of the box Temenos Journey Manager solution. If application handover is important to you, contact your Temenos Journey Manager representative to discuss how your solution can be customized to allow application handover where you need it in your application workflow.
The New Form button is available in the top right corner of the Assisted Channel space's List screen. When you click New Form, a menu appears showing the list of available form / product types. Select a form / product type to display that form and start filling in the application. When you're finished filling in details you can save the application so that you can continue it later. For details about how to continue an application, see View a Form.
Applications you start in this way appear in your item list in the Assisted Channel space. This makes it easy for you to find an application to continue entering details, and then to monitor progress of the application's tasks once it has been submitted. While the application is yet to be submitted, the application's status is Saved and the submitted date is blank. Once the application has been submitted, the View Form action is no longer available and you can make no further changes to the application.
Let's go step by step through some examples to demonstrate how you can use the assisted channel actions to provide better customer service.
There are examples for the following actions below.
Step-by-step examples are also available for other actions that you may find useful while assisting customers with applications.
This example shows you how to kick-start an application on the List screen. In this example, we know some customer details which are entered before saving and closing the application.
Once the application has been saved, anyone assigned to the task can use the View Form action to resume the application later. Also, if the customer has received a save confirmation email, this will include a link they can click to resume the application.
To resume the application using the View Form action: