No Code Process Management
In Salesforce.com, Process Builder allows the creation of fairly simple workflows such as pushing a chatter feed to an opportunity. When Process Builder falls short, admins (and developers) spend significant time and resources coding business logic and workflow actions in an attempt to define the complex decision-making that most users require. Programming business logic and workflows eats up valuable development time, but making changes to hard-coded business logic is the real time killer because it forces the business to wait for the developers.
Using no-code process management lifts business logic and process workflows out of the trap of custom code and allows business users to fine-tune the configuration or update the workflow as needed. This approach also allows admins to collaborate more closely with business analysts and subject matter experts to implement changes to underlying business logic.
As an example, in customer complaint management, a case is opened when a customer expresses a problem. The case will close when the problem is solved, but the decisions and tasks along the journey to a resolution are not definitively established in advance. There are multiple branches to to a complaint…for example…
- If a customer requests a feature that does not yet exist, the feature request should be routed to the development team, evaluated, and prioritized. The customer should be kept in the loop on their request.
- If a customer has a billing issue, again, the case needs to be routed to accounting, to the account executive in charge of that customer, to the team managing the billing process, etc.
- If a customer finds a bug, the development team needs to be informed
- If the complaint is the result of a safety violation or an individual’s safety is on the line, then HR, legal, compliance and other teams need to know so they can resolve.
- If more than one person is managing a single complaint, ownership of the issue, allocation of subtasks to resolve the issue and tracking of the issue against multiple silos.
- If accountability is important in legal or compliance cases where the company bears liability for process failures, an entirely different sub-process needs to be initiated.
Hard coding complex workflows with multiple exceptions, routing, follow-up actions, resource allocation, and more would be a massive and expensive undertaking. With simple workflows, certainly, procedures and approaches can be defined, but in any complex workflow, there is a good chance that pre-defined action steps will not solve the problem or properly assist knowledge workers in defining the problem. Additionally, while we will likely have a target date and time for successfully addressing the customer’s needs, a precise time cannot be committed to as unexpected complexity might be encountered that may extend the time for final resolution.
A complaint qualifies as a project, it qualifies as a process, it qualifies as a case as well. Yet, at the same time, a complaint isn’t a task, a project or a process. A task is simply a unit of work; a project is a set of tasks, many tasks are required to resolve a case; and, projects are a collection of tasks with a pre-set schedule. Finally, processes are a series of tasks needed to achieve a given goal. Traditional process management is well-suited to handle a predictable, sequential series of tasks, but is not good at managing non-sequential or unpredictable decision-making needs. All of these things are focused more on strict pre-defined schedules and are not well-suited to case-style work.
So what are the choices for managing this kind of work…especially in organizations that have already made the investment in Salesforce.com?
The unstructured, unpredictable nature of knowledge-based tasks, processes, and projects has typically been addressed with free-form collaboration tools. Knowledge-based tasks are also driven by a specific goal outcome, and are simply the path for reaching a goal that is not completely defined in advance.
If you think about it, much of the work of today’s organizations can best be described as case work. Technology solutions that provide structure for and integrate information, often from many sources, are needed for effective operations within the new environment. To enable this kind of work, no code process management solutions must include functionality from multiple software types:
Business Process Management (BPM)
BPM generally defines predictable business processes amenable to being pre-defined into organized process flows. While BPM is not ideal for managing cases, it is an important element for getting work done.
Informed decisions start by effectively merging information from multiple systems into a single place. This allows professionals to see all aspects of a case in one location, enabling them to rapidly understand the context and make the best possible decisions.
Collaboration is essential for cross-functional workers – they need an organized framework for collaboration including the ability to share opinions, experiences and information, thereby facilitating rapid decision-making.
Ad hoc work and decision making
Case-style work is unpredictable by its very nature. Therefore, it is important to facilitate both predictable and unpredictable work and decision-making. Workers must be able to create, assign, and complete work without a pre-established event horizon.
All information, actions, and collaboration utilized in resolving the case needs to be in one place. It must bring together each of these pieces in order to provide a solution capable of enabling today’s dynamic and unpredictable work.
The Growing Value of No Code Process Management in Salesforce.com
To capitalize on your organization’s investment in Salesforce, it makes sense to move as many processes to a platform you already have – using as little complex coding as possible.
The Salesforce ecosystem already provides the infrastructure for knowledge-based work. While Process Builder is excellent at automating routine system level tasks, it is nearly impossible to use Process Builder for projects that are…
- Are unpredictable in their execution
- Are driven by unknown events
- Need actions with unforeseen consequences
- Require the ad-hoc inclusion of new collaborators
- Use collaborator knowledge that cannot be encapsulated within rules and process flows
- Have unknown inbound and outbound content
- Must enable business users to add rules at any time
- Need secure, auditable social interactions of collaborators
- Must assign collaborator authority based on ‘need-to-know’ criteria
- Require complete transparency and auditability
These types of projects and processes could include any of the following workflows – from simple to complex:
- Customer onboarding
- Clinical trial management
- Product lifecycle management
- Regulatory compliance
- Routine patient care
- Product development
- Claims management
- Ongoing maintenance
- Automated case management
- Customer service
- Emergency room response
- Workplace incident response
- HR grievances
- Accident investigation
- Fraud investigation
- Custom product management
- Accident investigation
- Fraud investigation
- Custom product management
Work-Relay’s Approach – Empower Admins To Better Support Users
From Work-Relay’s inception, it was designed to leverage the Salesforce platform to integrate processes, information, and people to get today’s work done. Leveraging the power of the Salesforce platform, Work-Relay supports the range of process organizations needed to get work done, including routine predictable processes, routine processes with ad hoc exceptions, unpredictable processes with structured process snippets, and completely unstructured processes.
Work-Relay allows users to work holistically in context, utilizing business objectives to drive case tasks and decisions, whether the decisions are structured or unstructured. Work-Relay is built on top of Salesforce.com – it is a 100% native Salesforce application that leverages the world’s most powerful platform. By creating a solution native to the Salesforce platform, users can be assured that they have the power of the Salesforce database, collaboration, content management, and other aspects of the platform, ensuring availability, performance, and scalability.