A Workflow for Obtaining Internal Advice on Inquiries

Speedily processing business data is one of the essential missions of workflow systems (BPMS). But sometimes, for example, in a workflow that handles external inquiries, something may come up that cannot be handled by one inquiry counter staff. In other words, the item has to be confirmed by other departments.

Today we'll be further improving the Inquiry Flow That Depends on Identified Keywords, which we designed to be able to monitor the amount of inquiries and respond quickly.

<Tasks>
0. Inquiry by Phone, etc., 1a. Emergency Inquiry, 1b. Password Inquiry, 1c. Application Inquiry, 1x. General Inquiry, 2b. Password Inquiry, 2c. Application Inquiry, 2x. General Inquiry, 3. Internal Advice, 4. Respond

[Inquiry Response <Internal Advice> : "1b. Password Inquiry" screen]

Of course, it's equally possible that advice may be needed at the second level as well (2b, 2c, 2d). The below workflow looks a little messy but is probably more realistic.

<Tasks>
0. Inquiry by Phone, etc., 1a. Emergency Inquiry, 1b. Password Inquiry, 1c. Application Inquiry, 1x. General Inquiry, 2b. Password Inquiry, 2c. Application Inquiry, 2x. General Inquiry, 3. Internal Advice, 4. Respond

• Inquiry Response <Internal Advice>
• Inquiry Response <Two-Step Advice>