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Request information during application review

  WorkspacesThis topic relates to Journey Workspaces   |     Workspaces UserIncludes bank staff, helpdesk, relationship managers, and managers   |  22.10This feature was introduced in the 22.10 release23.04This feature was updated in the 23.04 release

Note

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.

Applications submitted by new and existing customers are not always able to be approved or declined immediately. Sometimes this is because the applicant has not attached all of the required documents that support the information they have entered in their application. Staff can use Workspaces to review and resolve pending applications efficiently, minimizing any delays and contributing to higher customer satisfaction.

The default Workspaces configuration includes a Document Requests space, complete with a List screen and a Details screen configured with features designed to make application processing fast and efficient. This space is part of an application flow that demonstrates how an application can be transferred back to the applicant for their further action. In this space, bank staff can monitor the progress of each application sent back to the applicant when documents required for application processing are missing.

The Document Requests space works in conjunction with the Review space, providing a mechanism for interaction between applicants and reviewers; in particular, to enable communication between an applicant and bank staff when the applicant needs to upload documents required for application processing.

List Screen

The List screen in the Document Requests space includes all the standard features of a Workspaces List screen.

  • An item list containing a list of tasks for applications that require supporting documents to be uploaded.
  • A Form / Product Type global filter that restricts the applications in the item list to just those that require supporting documents to be uploaded.
  • A Created Date global filter that restricts the tasks in the item list based on the date they were created.
  • Flexible search, filter and sort options that you can use to refine the set of tasks in the item list.
  • Paging tools that allow you to browse all of the items matching your selected criteria over multiple item list pages.

The List screen in the Document Requests space displays a list of applications, taking into consideration any active search, filter and sort options. The name of the current view is highlighted in the View selector. Each row in the item list shows information for a single task. To learn more about the item list, see Understanding the Workspaces List screen > Item list.

The items displayed satisfy global filter requirements imposed by the Created Date filter, and can be further refined using other search, filter and sort options. Searching and filtering restrict which tasks are displayed in the item list, while sorting determines the order that items appear in the list. To learn more about these options, see Search for a task or application, Filter the item list and Sort the item list.

Once you've found the task you're interested in, you can select it in the item list to perform an action on it. To learn about the available actions, see Actions below.

Details Screen

The Details screen in the Document Requests space includes all the standard features of a Workspaces Details screen.The Details screen displays comprehensive information about an application and a selected task, and provides access to actions for handling document upload requests. Each of the following features is contained in a separate container (pane, card or section).

  • Separate panes for application and task content.
  • Separate key information cards for the application and the selected task.
  • The ability to track application progress against an SLA.
  • A task switcher showing all the application's tasks, from which you can select one to display in the Task pane.
  • A Notes card, bringing all notes and comments for a selected application together in a single component. Each note and its comments form a threaded conversation between the applicant and bank staff.
  • A collection of documents relating to the application.
  • An application timeline showing the steps (tasks) that the application has progressed through.
  • A dynamic set of actions that are applicable to the application or selected task and which are available for you to perform at the current stage of the application's life cycle.
  • An Applicants tab, providing access to applicant data including:
    • An applicant list showing how each applicant relates to each product in the application. Select an applicant to view more details about them.
    • Personal information for the selected applicant, including identity and contact details.
    • The outcomes of preconfigured background checks which provide an assessment of a selected applicant's suitability.
  • A Communications tab listing emails sent to the applicant with options to view and resend.
  • Options to view the details of background checks in various formats including JSON, XML, HTML, or PDF.
  • A checklist of documents that need to be uploaded, as well as an upload status for each document.

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.

Actions

The following actions are available in the Document Requests space.

  • commentAdd Notes: Add notes (and comments) against an application's tasks. 23.04This feature was introduced in the 23.04 release
  • call_splitDecision: Take a decision that progresses a task along its application journey.
  • receiptReceipt: See a read-only view of a submitted application.
  • descriptionView Notes: View all notes recorded against all of an application's tasks. 23.04This feature was removed in the 23.04 release

Action Examples

Step-by-step examples are available for actions and features that you may need while handling document upload requests. These examples are demonstrated in other spaces as indicated.