Query Response Builds "FAQ" Simultaneously

Monday, August 22, 2011
Responding Query is a tough work. "Understanding" and "Expertise" are necessary, but also "Explanation" is much more important. Nobody can learn them overnight.
In any organization, it's good to share "Best Practices of answering query" among them. At first it takes time, but will gradually be improved in efficiency, quality and time it takes.
The following is, a Workflow that not only to create a statement in local language (e.g. Japanese) against a variety of queries, also on what should be managed as the FAQ, builds a database both in local languages and in English. Database compiling system may be different, but in any case data should be posted automatically upon completion of the Workflow.
-Internal Only FAQ: Groupware, In-house blog, Facebook Unpublished group, etc.
-Web Publishing FAQ: Official blog, Discussion site (Google Group), Facebook Published Group, etc.

0. Manual, 0a. Exception, 1. Designation, 2. Create answer, 2a. Important clients, 2b. Advisory, 3. Passage, 4. FAQ, 5. Translate

[Query: [2. Create answer] screen]


  • Title (Query from)
  • Name Querist (Org.) (string)
  • Position (string)
  • Name (Person) (string)
  • Email Address (string)
  • Phone (string)
  • Notes (string)
  • Textual Query (string)
  • Answer (string)
  • Answer en. (string)
-For FAQ-
  • Query (string)
  • Query en. (string)
  • Answer (string)
  • Answer en. (string)
  • Designation (user)
  • Ignore? (Yes/ No)
  • Response by Sales (user)
  • Flag (select: Consult/Complete/Complete&Email)
  • Consult to (user)
FAQ? (select: Yes/No)
  • -Communication-
Correspondence (discussion)

Often in the cases of responding duty for "Query" or "Complaint", requires collaboration beyond the wall of section or department. In other words, internal communications which is difficult to be defined in Workflow will be needed such as confirming facts for Manufacturing Department or administrative departments to get the reviews done. One of the solution for such communications that requires "Realtime-ness" is "In-house micro-blogging".
-Major Version after a Year Around!-
Finally today 22, "Workflow system featuring In-house Micro-blogging" will be released.
The price is 1,000 yen per month per users just as before.(Volume discounts available) Please be your favor our Questetra BPM Suite SaaS Edition (Ver 8.0)!

Webform Setting system in Questetra BPM Suite SaaS Edition

1. [INTERNAL SYSTEM] Prepare an externally-initiated workflow
First, create a process model that has a Message Start Event. After activating the workflow, check the URL address found in the [Version Detail] screen.



In this example, the input values are data[1] (Name Querist), data[2] (Position), data[3] (Name), data[4] (Email Address), data[5] (Phone), data[6] (Notes) and data[7] (Query).

2. [EXTERNAL SYSTEM] Prepare a form in Google Docs
Log into Google Docs and create a new file from [Create new > Form]. (You can change the theme if you want.)

* File name: "Query_response"
* Questions: "Name Querist", "Position", "Name", "Email Address", "Phone", "Notes" and "Query"

You should get a spreadsheet with "Name Querist" in column A, "Position" in column B, "Name" in column C, "Email Address" in column D, "Phone" in column E, "Notes" in column F and "Query" in column G.

3. [EXTERNAL SYSTEM] Prepare a script that sends inputted info
Open the spreadsheet, and create a new script from [Tools > Scripts >Script editor].

function myFunction() {


function startWorkflow(e) {
var longurl = "https://s.questetra.net/XXXXXXXX/System/Event/MessageStart/start";
var payload = "processModelInfoId=ZZ&nodeNumber=WW&key=YYYYYYYYYYYYYYYYYYYYYYYYYYYYYY";
payload += '&data[1].input=' + encodeURIComponent(e.values[1]);
payload += '&data[2].input=' + encodeURIComponent(e.values[2]);
payload += '&data[3].input=' + encodeURIComponent(e.values[3]);
payload += '&data[4].input=' + encodeURIComponent(e.values[4]);
payload += '&data[5].input=' + encodeURIComponent(e.values[5]);
payload += '&data[6].input=' + encodeURIComponent(e.values[6]);
payload += '&data[7].input=' + encodeURIComponent(e.values[7]);
var params = {
method: 'post',
payload: payload
UrlFetchApp.fetch(longurl, params);

...and save. Make sure you replace "XXXXXXXX", "YYYYYYYYYYYYYYYYYYYYYYYYYYYYYY", "ZZ" and "WW" with your own info. If you are not in Japan, you will probably want to also change "JST" to your own timezone.

4. [EXTERNAL SYSTEM] Set the script to work whenever someone submits info from the form
In the Script editor, select [Trigger > Current script's triggers]. Add a new trigger and set it to: Run [startWorkflow], Events [From spreadsheet] [On form submit].