Customer Portal

Article Index

Introduction

There are several components to implementing a new workflow for a Customer Portal.

The information provided below should be discussed collectively with the IT support team and all key business stakeholders, prior to implementing a new workflow.

• Document the entire workflow and ensure it contains all detailed information on the building process, responsibilities, and your customer journey.

• How many different workflow processes;

  • What are they, what are they called?

  • How are they assigned to Framework jobs/projects (ie. what is their criteria if not clear from the name)?

  • What are all the major and minor stages to be visible to customers (eg. Sales, Pre-site [Tender, Contract, Permit], Construction [Base, Frame, …], Warranty [Maint, Service])?

  • What are the tasks/activities to be included in each minor stage, and what is their mapped content in Framework (either a job-level date/field, or a Logistics Activity)

  • What resource groups/categories will be supported (eg. FAQs, Guides, Articles, Blogs, Videos, etc.)

  • What resources (exactly) are to be created (ie. a list of names to confirm the volume of implantation tasks/time)

  • For each resource, when (in the workflow) should it first be seen, and when should it be removed

  • What ‘alerts or events’ are to be sent to customers as notifications (eg. Stage complete, and invoice has been sent, etc.)?

• For each notification:

  • what criteria/event triggers the notification, and what is the timing of when each event should be sent (ie. daily, end-of-week, etc.)

  • can they be turned off by the customer (ie. are they mandatory)?

  • should they be sent only by email, or SMS, or is both supported/allowed?

The customer portal workflow implementation is broken up into 3 steps.

Step 1: Customer Portal setup,

Step 2: Nexus Stages - Customer Portal Mapping setup and;

Step 3: Framework Cloud - creating notifications.

This guide should be followed in the correct sequence as listed below.

Step 1 - Customer Portal setup

(Click on each link below, in the order in which they appear, and follow the instructions noted in each page)

Sub Article Index

The Customer Portal setup (step 1) is controlled via the Platform appliance. To view the Nexus menu, you need the following perspective.

Open

When in this Perspective, there is an additional drop-down menu called Customer Portal.

Open

Step 2 - Customer Portal Stages – Customer Portal Mapping setup

Step 3 - Framework Cloud – Notifications setup