WorkspacesThis topic is related to Journey Workspaces. | Workspaces User | v18.11 This feature was introduced in v18.11. | 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.
Applications submitted by new and existing customers are not always able to be approved or declined immediately. These pending applications are referred to staff for their attention in determining whether or not an application is successful. 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 Process space for reviewing applications, complete with a List page and a Details page. These pages are configured with features that help to make processing applications fast and efficient.
The List page in the Process 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 Process space's List page displays a list of tasks from the selected queue, taking into consideration the current view and any active search, filter and sort options. Each row in the item list corresponds to a single task, showing a set of pre-configured data items in columns including an SLA indicator that identifies how application processing is progressing against the SLA conditions. The name of the active queue is displayed in the Queue selector, and the name of the current view is highlighted in the View selector. The list of tasks displayed can be further refined using the filter and sort options. Filtering restricts which tasks are displayed in the list, and sorting determines the order that tasks 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 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 Process Actions below.
The Details page in the Process 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 actions for processing applications. This includes:
To learn about these standard features, click the links above or see Application Details Page.
The process actions are:
The Claim, Release, and Decision actions are described below in the context of the Process space, including examples of how to use them.
When you want to work on a task, you can select it in the item list and claim it so that everyone will know you are working on it. Once you have claimed a task, other actions may become available for you to perform on that task; in particular, taking a decision about whether or not an application is successful. When you no longer need to work on the task, you can release it so that it can be assigned to someone else.
You can claim a task that is not already assigned to anyone, thereby assigning it to you, but you can’t claim a task that has already been assigned to someone else. Also, you can't use the Claim action to assign a task to someone else, only to yourself. To assign a task to someone else, you need to have access to the Assign action, normally only available to managers and supervisors.
You can release a task that is assigned to you, but you can’t release a task that is assigned to someone else. Releasing a task returns it to the pool of unassigned tasks in the item list, allowing it to be assigned to someone else.
When you have all the information you need about a task, you can take a decision on the task's outcome. Taking a decision on a task completes the task and moves it along in its life cycle.
The Decision action is available only from the Details page in the Process space, and only for tasks that are assigned to you; you cannot take a decision for a task that is assigned to someone else. When you take a decision, you must provide both the decision (representing some outcome, assessment or result) and a note supporting the decision. The note is important because it helps others to understand how you arrived at your decision.
If you don’t have all the information you need to complete the decision right now, you can click Save (at step 6) to save the information you have entered and complete the decision later. Subsequently, when you are ready to complete the decision, repeat the necessary steps above to return to the Decision window, update the Decision and Note as required, and then click Submit to record the decision you have made.
For more information about the Decision action, see Workspaces Actions.
Let's go step by step through some examples for activities that you may need to perform while processing applications.
You can find examples below for the following actions:
Step-by-step examples are available elsewhere for other actions you may need while processing applications:
This example shows you how to claim a task on the List page, using the search feature to locate the task to be claimed.
This example shows you how to locate a task using the filter feature then release the task so that it's no longer assigned to you.
This example shows you how to take a decision about a task assigned to you so that the associated application progresses in its life cycle. In this example, we'll kick off the process to approve an application then save without submitting so that we can go and find some information we need for the supporting note. Finally, we'll resume and complete the decision process.
After submitting the decision, Workspaces returns to the Process space List page where the task may not be available as it is no longer on the same queue.