Exploring account onboarding
Summarize
Summary of Exploring Account Onboarding
The account onboarding solution is designed for technology industry providers to create a structured and repeatable onboarding experience. It enhances collaboration, transparency, and insight for both internal staff and external customers throughout the onboarding process.
Show less
Key Features
- Playbook: Serves as a customizable template to build a repeatable onboarding process tailored to business needs.
- Onboarding Cases: Central records for the onboarding team, including dedicated tasks to assign work, automate processes, and collect data.
- Case Tasks: Allow both internal and external stakeholders to track actions, next steps, and risks necessary for completing the onboarding workflow.
- Data Import: Facilitates the import, management, and publication of data collected from various stakeholders.
Key Outcomes
The account onboarding playbook includes preconfigured activities to streamline the onboarding experience, visualizing the workflow in a task-oriented manner. The onboarding process progresses through multiple stages, with status updates reflected in a contextual side panel. The workflow begins when a Customer Service Management agent creates a customer account, automatically launching the account onboarding case, which is managed by the onboarding manager using the playbook to oversee the entire process.
The account onboarding solution enables technology industry providers to define a structured, repeatable, onboarding experience. It enables collaboration, transparency, and insight for both internal staff members and external customers involved in the onboarding process.
The account onboarding solution includes a playbook, a dedicated onboarding case type, and defined case tasks that support this important process. You can use the playbook as a template or as a starting hover over build your onboarding experience.
- Playbook: A playbook that serves as a starting point to build a repeatable onboarding process that meets business requirements.
- Onboarding cases: A central record for the onboarding team including dedicated tasks to assign work, automate, and capture data.
- Case tasks: Case tasks that can be used by internal and external stakeholders to track actions, next steps, and risks needed for the onboarding workflow to be completed.
- Data import: Import, manage, and publish data gathered from internal and external stakeholders.
Account onboarding playbook
The account onboarding playbook has preconfigured activities to help bootstrap the creation of the onboarding experience. Within the playbook, there are several core activities that can be reused to create a number of actions across the whole workflow. The playbook serves as a template and can be configured by service providers to meet their business requirements.
The playbook visualizes a workflow in a simple, task-oriented view. The workflow for the account onboarding playbook is created using the Process Automation Designer and can be configured based on your requirements. See Configure the account onboarding playbook using Process Automation Designer for details. The playbook is divided into multiple stages or lanes.
As you mark an activity complete in a stage, you move to the next activity. You can save an activity at any time and return to the playbook later. After you complete all the activities in a lane, you move to the next lane. As you complete activities and lanes, the status is reflected in the contextual side panel. An Activity log in the contextual side panel shows all the data that you’ve entered for each activity. For more details on playbooks, see Playbook layout and features.
Account onboarding workflow
- The Customer Service Management agent creates a customer account. This task automatically creates an account onboarding case.
- The account onboarding playbook is launched.
- The case is managed by the onboarding manager who uses the playbook to manage the end-to-end workflow.