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Bpm'online business processes overview

Bpm'online is based on a business process management platform that uses two types of business processes: BPMN 2.0 and DCM (dynamic case management). The system provides a wide range of tools for designing, running and monitoring business processes.

Bpm'online is supplied with pre-configured out-of-the-box processes that represent the best global practices in marketing, sales and service. You can also add and configure your own processes to meet specific needs and requirements of your company.

The BPMN process designer enables you to create business processes of any complexity and structure with data and message streams. The DCM case designer is an easy-to-use tool for designing non-linear processes referred to as “cases”.

Use the Process Designer to create BPMN business processes.  A business process diagram can contain:

  • Branches and sub-processes;

  • Elements that are executed automatically by the system;

  • Events that automatically start other business processes.

But for simpler, dynamic case management, use the Case designer

Use the CASE DESIGNER cases to automate, build and set up stages of the company business processes. The case designer does not require knowledge of special notation and provides a simpler process management.

The purpose of the CASE DESIGNER is to automate, build and customize the stages of your company's non-linear business processes, otherwise known as “cases”. The concept of case management is aimed at ease of use and ease of design.

The case designer does not require knowledge of complex process and provides a simpler case management. Use case management if there are several ways to reach the goal of a business case and none of them can be predicted. You can set the order and parameters of case stages, and to specify the steps and tasks for each stage.

Case Designer

The case is a workflow with a business value to a customer, partner or a stakeholder. Case consists of a number of tasks and steps that lead to the specific business result. The set of tasks and processes are coordinated within the case. For example, the creation of bank account, application for insurance payment, etc.

Use the case designer to configure case steps and their sequence. To configure a case, select it in the list of cases and click [Open]. Setting up and editing case steps and stages is done in the case designer User Interface, which consists of the toolbar, the stages panel, the working area and the element properties are shown below. Read more....

DCM of opportunity steps

 

Managing Cases

The purpose of the CASE DESIGNER is to automate, build and customize the stages of your company's non-linear business processes, otherwise known as “cases”. The concept of case management is aimed at ease of use and ease of design.

The case designer does not require knowledge of complex process and provides a simpler case management. Use case management if there are several ways to reach the goal of a business case and none of them can be predicted. You can set the order and parameters of case stages, and to specify the steps and tasks for each stage.

The case designer is accessed via the section wizard from the [View] section menu.  

case_designer_open_designer

Note:  A list of case stages is available in the [Opportunity stages], [Lead stages], and service [Case stages] lookup or any other lookup created while setting up a section. Each new stage added in the case designer will be saved in the corresponding lookup.

 

Example of opportunity section with dynamic case for opportunity sales process:

Opportunity case management

 

The case diagram consist of Stages and case elements.

Case designer for Opportunity section.  Note the 3 displayed stages: Qualification-> Presentation->Proposal

DCM of opportunity steps

If you click on the first step, Qualification, the case elements are configured in the designer:

Opportunity Qualification case elements


 

Case elements are steps that constitute a case stage. Each element is some form of action in bpm’online, very similar to actions in a BPMS business process.

Some elements require some form of user activity, while others are executed by the system. Select the element on the case diagram to display its properties in the properties area. You can configure each element in either the “primary” or “advanced” mode. By default, the properties area opens in the primary mode and features all user settings. Click the btn_extended_mode.png button to view advanced properties. In this mode, the properties area will contain the list of all parameters of the task element.

To add an element to a stage, click the btn_case_designer_task_subprocess.png icon below the corresponding stage in the designer working area. Select the type of the case element in the drop-down list 

Adding a Step in DCM

Enter name of the new case element and press Enter. The new element will appear in the working area. The properties area for the newly added element will display. The [Add step] field will be displayed below the last element of the stage 

 

New stage element

 

You can rearrange case stages and elements at any time. To move an element, drag & drop it to the new location. You can drag & drop case elements within a stage or between stages.You can also drag & drop case stages to change their order. All stage steps will be moved along with their stage. 

You can always delete unnecessary case stages and steps. To delete an element, select it and click the btn_case_designer_delete.png button or press the “Delete” key on the keyboard.

Example of sending a congratulations email for a closed-won opportunity:

Thankyou email for closed won opportunity step


Setting up steps:

The [Stage] case element denotes a general progression milestone within the case workflow. A stage can contain a number of required and optional steps. The stages of a case are displayed on the workflow bar in the order of their completion. To modify the sequence of stages, drag & drop a stage.

 

Adding a stage: Click the + button on the stage panel. That enables you to add stages both sequentially and in random order. 

case_designer_add_stage

The properties area will be displayed once you add a stage. Specify stage parameters n the properties area (see image below).

case_designer_stage_properties

The name of the element is indicated at the top of the parameters panel. If you rename an element, the corresponding record in the lookup will be modified as well.

[Stage value in lookup] — the lookup record that corresponds to the current case stage. Map case stages to lookup values here. If the lookup does not have the required stage, you can create it directly in the properties area. To do this, enter the name of the stage in the [Stage value in the lookup] field. Each new stage added in the case designer will be saved in the corresponding lookup. This is a required field.

[Possible next stages] – select case stages to which you can transition from the current stage. By default, all case stages are available.

[Possible previous stages] – select case stages from which you can transition to the current stage. By default, all case stages are available.

[Automatic transition to next case stage] – used to configure an automatic transition to the next case stage. The current stage can automatically transition to any stage specified in the [Possible next stages] list.

-- “Only manually (no automatic transition)” – the transition to the next case stage is performed only when the user clicks the next stage on the workflow bar.

-- “If required steps are completed” – the transition to the next case stage occurs automatically when all required case steps of the current state are completed. Required steps are case elements  with the "Required step" type.

-- “If both the required and optional steps are completed” –the transition to the next case stage occurs automatically once both required and optional stage steps are completed.

Note:  If an automatic transition is enabled for the stage, it will occur after the transition condition is met. In this case, regardless of the automatic transition settings, you can go to the required stage of the case manually.

[Group with other stage] — select stages from the lookup to group with the current stage. Grouping stages enables them occupy same slot on the workflow bar. The workflow bar displays grouped stages as a drop-down list. The stage specified in this field becomes primary and is placed before the current stage on the stage panel. The [Group with other stage] checkbox becomes not editable if the stage is already groped.

The [Stage is successful] checkbox determines the stage at which the case is considered successful. The checkbox is displayed only for final stages.

[Stage color] – the color of the workflow bar on this case stage.

More on managing cases, found here.


 

Improve Your Business with BPM + CRM

 


Frequently asked questions:

How to change a basic business process? To change a business process built in the system by default, perform the following steps:

1.Go to the [Process library] section.

2.Locate and create a copy of the basic business process, click the [Copy] button in the process record in the list.

3.Perform the required changes in the copy.

4.Save and publish the edited copy.

5.Enter the name of the created copy in the appropriate system settings in the [Value by default] field. For example, for the “Lead qualification v7.8.0” business process, it is necessary to edit the “Lead managing process” system setting.

6.Disable the initial business process. To do this, open the process properties and on the action panel, select [Disable process].

Why doesn't a process continue to run automatically?  If a business process doesn't continues to run, check the following system settings:

  • Check the websockets

  • Perhaps, your business process is waiting for a signal. Therefore, the process can not continue running until it receives a signal.

  • If during the execution of the business process a page needs to be opened, check the process parameters in the designer. Maybe, a parameter or a contact are set in the [Owner] field and can't display the page to the current user. For example, if the user has no access rights to the required page.

  • Rarely, the incorrect "Maximum number of working processes" setting in the JIS pool can cause the bug. If a value greater than 1 is set, then opened processes accumulate and stop responding.

How do I advance a case to the next stage automatically?

Currently, there are no automatic stage transitions in dynamic cases. To advance a case to the next stage, click the corresponding stage on the workflow bar on the opportunity, case or lead page. All tasks of the current stage will appear on the action panel and will be added to the calendar of the corresponding contacts.

Where and how the cases are saved?

The cases are saved in the form of configuration schemas, just like processes, objects and pages. The schema name is specified in the [Name] field.


Resource links:

bpm'online professional services - design, configuration, implementation, education & support

Business process consulting services

Business process best practices

Dynamic Case Management - bpm'online academy

Process designer

Managing cases

PDF 324 pages - Business process setup guide 

Topics:   Make your business work smarter BPM-Business process management Business Process Automation bpm'online CRM

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