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Flow shapes

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A shape in a flow represents a task that a user or application completes as part of a business process. By connecting different types of shapes in a flow, you can define the path that a case follows from creation to resolution.

The following table describes all flow shapes that App Studio supports. Some shapes are not available for screen flows or flows that you update in the case life cycle instead of the flow form.

Name Description Image
Assignment Creates a task in a work queue or worklist so that a user can provide input to the flow. For example, you can collect income information and baking history from a customer in a loan request review process. For more information, see Collecting information from a user.
Assignment flow shape.
Decision Evaluates an expression or calls a rule, such as a decision tree, to determine which step is next in the flow progression. For example, in a loan request process, the case might follow multiple paths depending on the loan amount. see Adding decisions to processes.
Decision flow shape.
Subprocess Calls another flow from the current flow. For example, in a hiring process, you can add a subprocess of running a background check. For more information, see Subprocesses.
Subprocess flow shape.
Start Designates the start of flow processing.
Start flow shape.
End Designates the end of flow processing.
End flow shape.
Automations
Attach content Attaches a file or an URL to a case. You can select different types of files to attach. For example, in a hiring process, you can attach scanned university diplomas of a job candidate. For more information, see Attaching content to a case.
Attach content shape.
Change to a stage Moves a case to a specific stage that you select. For example, in a hiring process, you can move a case to an optional stage for an additional interview. For more information, see Moving a case to a different stage.
Change to next stage flow shape.
Change to next stage Moves a case to the next stage. For example, in a hiring process, after a job candidate provides necessary documents, a stage moves to the next stage in which a human resources worker reviews the documents. By default, a case moves to the next stage after all the assignments in a current stage are complete. Use this shape when you want to move the case before completing some assignments. For more information, see Stages in a case life cycle.
Change to next stage flow shape.
Create case Creates a top-level case or one or more child cases. For example, in a car accident insurance request review, you can create a child case to review vehicle damage. For more information, see Creating contextual cases.
Create case flow shape.
Create PDF Creates a PDF file from a specified section and attaches the file to the case. For example, in a car accident review request, you can create a PDF file with information about a vehicle damage. For more information, see Attaching screen captures to a case.
Create PDF flow shape.
Generate document Generates a document that stores information from a case. You can select which fields that correspond with case data you want to include in the documents. For example, in a hiring process, you can generate a document that stores personal details of a candidate, the interview score, and a decision about accepting a candidate. For more information, see Generating case documents.
Generate document shape.
Persist case Converts a temporary case to a permanent object in the database. For example, in a hotel booking system, an application creates a temporary case when a user logs in. If the user changes any booking details, the application persists the case to retain data. For more information, see Persisting temporary cases.
Persist case shape.
Post to Pulse Creates a message that is sent to the Pulse social stream. For example, when a customer service representative (CSR) collects additional details from a customer, they can post a message to inform other stakeholders that the case involves. For more information, see Posting messages to a case.
Post to Pulse flow shape.
Push notification Sends a notification to an iOS or Android mobile device to indicate that a case requires a user action. For example, when a hiring process moves to a stage where a hiring manager needs to accept or reject a candidate, the manager receives a notification. For more information, see Sending push notifications from cases.
Push notification flow shape.
Run data transform Calls a data transform to convert data from one format and class to another format and class. For example, while processing a purchase order, you can populate the shipping address with the data that the user provides as their billing address. For more information, see Calling a data transform from a case.
Run data transform flow shape.
Send email Sends an email to one or more work parties. For example, in a hiring process, a job candidate can receive an email with a summary of the process. For more information, see Sending automatic emails from cases.
Send email flow shape.
Send notification Sends a notification to users over one or more channels based on the configurations that you define. For example, in a loan request review, you can notify a customer when a case moves forward and changes its status. For more information, see Sending event notifications from cases.
Send notification flow shape.
Update a case Updates a selected case or all child cases with details that you select. For example, at a certain point of a loan request review, you can update the case urgency to a higher value to ensure that the case meets the resolution on time. For more information, see Updating case information.
Update case flow shape.
Approval Routes a case to one or more reviewers for an approval, based on a user name, reporting structure, or authority matrix. For example, in a hiring process, to hire a candidate for a managerial position, a case might require an approval from multiple managers on different levels. For more information, see Requesting approval from users.
Approval flow shape.
Search duplicate cases Returns a list of cases that are similar to a current case based on criteria that you provide. For example, if a customer creates a loan request similar to another loan request from the same customer that is still in progress, you can find and then close the second request. For more information, see Finding duplicate cases.
Search duplicate cases flow shape.
Wait Pauses an assignment for a specified length of time or until one or more cases reach a specific status. For example, in a hiring process, you can pause the case until a human resources worker finishes a background check of a candidate. For more information, see Pausing and resuming processes in cases.
Wait flow shape.
Questionnaire Runs a questionnaire child case that asks users a set of questions in various formats. For example, you can provide a text box in which users can enter their answers directly, or create a radio button matrix, so that users can select their answers from a group of radio buttons. For more information, see Running a questionnaire in a case.
Questionnaire flow shape.
Question Asks users a question in a format that your business process requires, such as plain text, a picklist, or a slider, and saves the answer in a case or system property. As a result, you can selectively capture user input without the formal structure of a questionnaire. For example, in an insurance process, a case worker asks a customer about the type of insurance claim that they want to make. For more information, see Asking a question in a case.
Question flow shape.
Question page Asks users a group of related questions in various formats that your business process requires, such as plain text, a picklist, or a slider, and saves the answers in case of system properties. For example, in a sales call, a telemarketer asks a customer a set of questions about their hobbies, and then uses the answers to provide only relevant products. For more information, see Asking a group of related questions in a case.
Question page flow shape.
Conversation
Ask a question Asks users a question in a button, quick reply, yes/no, or open format, and saves the answer in a case or system property. The shape can also use smart validation to ensure that the user response is in the correct format, for example, a date format. For example, in a conversation process related to an Uber cancellation fee dispute, you can configure the shape to ask the reason for disputing the cancellation charge using buttons with three choices, specifying that the ride never arrived, the ride was late, or another reason. For more information, see Adding a case type conversation process for a conversational channel.
Ask a question shape.
Send a message Displays a text message to the user. For example, in a conversation process related to an Uber cancellation fee dispute, you can configure the shape to inform users that a charged cancellation fee will be refunded within the next few days. For more information, see Adding a case type conversation process for a conversational channel.
Send a message shape.
Conversation flow Starts another existing conversation process within the context of the work item, or in an embedded page if you create a nested data model for your case using the object-oriented approach. For example, for a vehicle repair case, you can configure the system to start an additional conversation process within the context of the work item that only asks users a series of questions about the extent of their vehicle damage. For more information, see Adding a case type conversation process for a conversational channel.
Conversation flow shape.
Other
Annotation Adds notes or comments to the flow without affecting how the flow runs. For example, in a case of preparing a business offer for a potential business partner, case workers can add comments about possible modifications of the options that the offer includes. For more information, see Annotating a flow.
Annotation flow shape.
  • Types of processes (flows)

    You can create different types of processes, or flows, based on the shapes or steps that you choose or way that you integrate your process with the case life cycle. By understanding what distinguishes one flow type from another, you can select the configuration options that meet your business needs.

  • Assignment shapes in flows

    Assignment shapes represent tasks that users complete in a flow. To ensure that your business process meets all your unique requirements, you can add an assignment shape for each place in the business process that requires human judgment and input.

  • Annotating a flow

    You can use the Annotation shape to add notes and comments to your flow. By documenting the functionality of a flow, you can share information with other developers.

  • Keyboard shortcuts for flows

    You can use keyboard shortcuts in the Flow form. Using keyboard shortcuts makes creating flows easier and more efficient.

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