Reviewing Applications

   WorkspacesThis topic is related to Journey Workspaces. |   Workspaces User |   v18.11 This feature was introduced in v18.11. |   Updated in v19.05 This feature was updated in v19.05.

Note

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.

List Page

The List page in the Process space includes all of the standard features of a Workspaces List page.

  • An item list populated with tasks sourced from the active queue.
  • A global filter to select the queue that tasks are sourced from.
  • A second global filter, Created Date, that restricts the tasks in the item list based on the date they were created.
  • A global view selector, used to apply a pre-defined set of fields, filters and sort options to the item list.
  • Flexible search, filter and sort options that you can use to refine the set of tasks in the item list.
  • Paging tools that you can use to browse the item list.

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. 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.

Details Page

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:

  • Key information about the selected application and its tasks that you may need when processing applications.
  • A set of actions that the current user can perform on the task or application, while in the Process space, at the current stage of the application's life cycle.
  • A list of applicants and products where you can select an applicant to view more details.  |  v19.11 This feature was introduced in v19.11.
  • Personal information for the selected applicant, including identity and contact details.  |   Updated in v19.11 This feature was updated in v19.11.
  • The outcomes of pre-configured background checks which provide an assessment of the selected applicant's suitability.  |   Updated in v19.11 This feature was updated in v19.11.
  • A timeline of steps that the application has been through with key application details and accompanying notes.
  • Attached documents relating to the processing of the application.
  • Optional display of custom information; for example, information that is not included in the standard cards, or that is presented differently.

To learn about these standard features, click the links above or see Application Details Page.

Process Actions

The process actions are:

  • Claim – Assign a task to yourself.
  • Decision – Take a decision about a task's outcome.
  • Receipt – See a read-only view of a submitted application.
  • Release – Remove a task assignment for a task assigned to you.

The Claim, Release, and Decision actions are described below in the context of the Process space, including examples of how to use them.

Claim and Release Tasks

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.

Take a Decision

When you have all the information you need about a task, you can take a decision. 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, 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 to save the information you have entered and complete the decision later. Subsequently, when you are ready to complete the decision, return to the Decision window, update the Decision and Note as required, and then click Submit to record the decision you have made.

Note

If you close the Decision window without saving first, the information you entered will be lost.

For more information about the Decision action, see Workspaces Actions.

Process Action Examples

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:

Claim a Task

This example shows you how to claim a task on the List page, using the search feature to locate the task to be claimed.

  1. Login to Workspaces and select the Process space. The List page is displayed.
  2. Click in the (Search) box then type the full App ID to search for tasks with this App ID. In this example, the App ID is "P467B5J", and just one task is found.
  3. Point your cursor at the task that you want to claim – the available actions appear at the right-hand side. Click (Claim) to assign the task to yourself. A message confirming you have claimed the task is displayed briefly in the bottom left corner.
    Alternatively, you can click the task to display its application details and then click the Claim button on the Details page.

Release a Task

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.

  1. Login to Workspaces and select the Process space.
  2. Click Filter to display the Filters selector then enter one or more filters that will help you to narrow down the list of tasks and make it easier to see the task you want to release. In this example, we know that the application was created on 7 November 2019, so we'll filter on that date.
  3. Now, you can release the task. Point your mouse at the task you want to release – the available actions appear at the right-hand side. Click (Release) and the task will be no longer assigned to you. A message confirming that you have released the task is displayed briefly in the bottom left corner.
    Alternatively, you can click the task to display its details, then click Release on the Details page.

Take a Decision - Approve an Application

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.

  1. Follow the steps in the previous example to claim a task. Note that you could replace the search with any options that help you to locate the task. You can skip this step if you've just done it or if the task you want to act on is already assigned to you.
  2. Click the task to display it's application details then click Decision to display the Decision window.
  3. Notice that the Choose a Decision box is empty. Select an option in the Choose a Decision dropdown that matches the decision we want to take, in this case Approve. In this example, we need to include the outcome of a background check in our note to support the decision but can't recall the exact value, so click Save and close the Decision window, returning to the Details page.
  4. Now, we can find the background check outcome we need to support our decision. Once we have it, click Decision to display the Decision window again. Notice that Choose a Decision still has the value Approve that we selected previously. Enter the note supporting our decision, then click Submit.

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.