WorkspacesThis topic is related to Journey Workspaces. | Workspaces User | v19.05 This feature was introduced in v19.05. | Updated in v20.05 This feature was updated in v20.05.
Your Workspaces portal may look different to what you see in this topic. This is because Workspaces is a highly configurable product, and this topic describes features based on the default configuration which may differ from how your Workspaces portal is configured; for example, you may see different branding or other fields. Nevertheless, the features described here work the same way in all Workspaces portals.
Sometimes, applicants need help. Some applicants need help to complete their application while others just want to know how their application is progressing. Whatever the inquiry, customer service staff can use Workspaces to help answer customer questions quickly and efficiently.
Customer service needs are supported in Workspaces via the inclusion of a Helpdesk space. In its default configuration, the Helpdesk space includes a List page and a Details page that are configured with features designed to make activities related to customer service fast and efficient, so that you can focus on providing a great customer service experience.
The List page in the Helpdesk space includes all of the standard features of a Workspaces List page.
To learn about these standard features, click the links above or see Understanding the Workspaces List Page.
The item list on the Helpdesk space's List page is empty by default. You might find this surprising but there's a very good reason why this is the case. When you start helping an applicant with an inquiry, you don't have any information about the applicant or their application, and Workspaces reflects this situation via an empty item list. Once you obtain some information from the applicant, you can use this information to start looking for applications that are related to the applicant's inquiry. The most useful information you can get from the applicant is the App ID, but if the applicant doesn't have that to hand, you can try searching or filtering on other criteria, then browse the item list. To learn more about searching and filtering, see Search for a Task or Application and Filter 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. To learn about the available actions, see Helpdesk Actions below.
The Details page in the Helpdesk space supports all of the standard features of a Workspaces Details page. It displays comprehensive information about the selected application and its tasks, and provides access to the helpdesk actions . This includes:
To learn about these standard features, click the links above or see Application Details Page.
The helpdesk actions are:
The Receipt and View Form actions are similar in that they both provide a way to view information entered by the applicant, but there are differences in how you can interact with that information. The Recover and Withdraw actions allow you to change the status of applications, generally at an applicant's request. All of these actions are described below in the context of the Helpdesk space, including examples of how to use them.
When you're working on a task or application, you often need to see the information that the applicant has submitted; for example, to inform the decision making process. You can use the Receipt action to view the information in a submitted application.
To view the information in an application that has been saved but not yet submitted, use the View Form action.
A receipt is a read-only view of the information submitted by the applicant, displayed in the same form that was used to capture that information. Note that a receipt does not allow you to change the application in any way.
Some of the actions you perform in Workspaces rely upon you being able to see the information that has been entered and saved by an applicant; for example, when responding to a customer inquiry or assisting a customer to complete an application. You can use the View Form action to view the information in a saved application.
To view the information in an application that has been submitted, use the Receipt action.
When you view a form, the information entered by the applicant is displayed in the same form that was used to capture that information. Viewing a form differs from viewing a receipt in that the form is not read-only. When you view a form, you can enter or update application information; for example, to help the applicant to complete their application.
Let's say someone starts an application but their browser crashes before they can save or submit it. They give up on their application for now, and so it becomes abandoned. A short time later, the applicant decides to complete the application they started after all, so they call the support helpdesk. You're able to reassure the applicant because you can recover their application so that they can complete and submit it.
It's easy to recover an application. Go to the Helpdesk List page and locate the application to be recovered, then select the Recover option. Alternatively, once you've found the application on the List page, you can view its Details page and recover the application from there. This latter approach can be useful if you 're not able to determine from the limited details on the List page whether you've got the right application.
Workspaces does not mandate how an applicant can access a recovered application in the default configuration as this is an aspect that will be specific to each Workspaces portal. However, it's likely that the applicant will have received an email at some point - such as when they started or saved their application - and this will include a link to take them back to their application.
In addition to abandoned applications, an application that has been withdrawn can also be recovered.
Now, let's say someone starts an application but, before submitting it, they decide not to proceed with the application after all. So, they contact the support helpdesk and ask for the application to be canceled. You can help the applicant here by withdrawing the application.
Just like recovering an application, it's easy to witdraw an application. Go to the HelpdeskList page and locate the application to be recovered, then select the Withdraw option. Alternatively, once you've found the application on the List page, you can view its Details page and withdraw the application from there. This latter approach can be useful if you 're not able to determine from the limited details on the List page whether you've got the right application.
An application that has been withdrawn can subsequently be recovered should the applicant have a change of heart.
Let's go step by step through some examples to demonstrate how you can use the helpdesk actions when responding to applicant inquiries.
You can find examples below for the following actions:
Step-by-step examples are available elsewhere for other actions you may need while responding to applicant inquiries:
This example shows you how to view a receipt from the Details page, using the search feature to locate the application to be viewed.
This example shows you how to locate a task for a saved application using the search feature, then view and update the saved information.
This example shows you how to locate an abandoned application using the search feature, then recover the application from the List page.
The application is now available for the applicant to continue. How the applicant accesses the recovered application will depend on how your Workspaces portal is configured. However, it's likely that the applicant will have received an email at some point - such as when they started or saved their application - and this will include a link to take them back to their application.
This example shows you how to locate an unsubmitted application using the search feature, view the application's details to confirm you have the correct application, then cancel the application by withdrawing it on the Details page.
The application has now been withdrawn, but can be recovered should the applicant want to continue with this application.