Lifecycle Events (aka Enterprise Onboarding and Transitions) is a way to stitch together multiple transactions (services, cases, tasks) across milestones to achieve a specific outcome, such as onboarding a new hire or helping an employee navigate a leave of absence.
Recent market trends including hybrid work, the Great Resignation, and employee satisfaction point towards the need for better employee experiences. In the San Diego release, we’ve made a few Lifecycle Event enhancements that will enable admins to build more personalized, flexible, and dynamic journey experience to employees.
Stay nimble with Ad-Hoc Task and Case Creation
If you’re like most customers, you’ve spent a lot of time ensuring that a Lifecycle Event meets as many users’ needs as possible. In the end, there is one variable that we cannot always account for: an individual employee and their unique circumstance. Sooner or later, an employee will require certain accommodation outside of the set configuration of the Lifecycle Event.
For example, an employee on a leave of absence decides that they must extend their leave the day before coming back to the office. Today, the agent can create a new case for the user to submit this extension, but the task will live outside of the Lifecycle Event in question. This runs the risk of it getting lost—or mishandled—without the proper context.
Ad-Hoc Task & Case Creation allows agents to create tasks and cases within the Lifecycle Event itself, setting it within a specific Activity Set. This allows the task to be found easily by the employee. Additionally, the task is now part of the overall LE flow; it will be factored into any downstream triggers that require task completion.
Figure 1: You can add a new case or task directly on the Lifecycle Event record.
Figure 2: Once you create a case or task, specify which Activity Set it should be in and its position.
This feature is available in both UI16 and Workspace, but not directly in the Playbook... yet.
Keep things ‘snappy’ with real time updates
Activity Sets within a Lifecyle Event are set to an evaluation interval to check that conditions are met before progressing. However, this can present an experience problem. Waiting for the workflow to move forward on some new conditions met can give the illusion of something going wrong.
To address this, a new business rule be applied to specific triggers to move the workflow forward in real-time. It is important to note that this override is meant to be used in specific scenarios where a real-time response is crucial to the employee experience.
Figure 3: In this example, the trigger condition is when the case status is Work in Progress, and is evaluated every 4 hours.
Figure 4: A business rule can be set to listen for the exact change to Work in Progress.
Figure 5: When the business rule condition is met, the script is executed for the Lifecycle Event to immediately reevaluate its trigger criteria, thereby moving it forward.
Note: There is demo data available upon upgrading to San Diego release for you to copy the business rule and use as needed on specific triggers.
Streamline workflows by enabling multiple users to provide data inputs
Collect Employee Input is a survey task type available in Lifecycle Events used to source employee data during the Lifecycle Event for different applications. For example, an employee declaring patents during the onboarding process will trigger additional patent related tasks prior to starting their new position.
We enhanced our Collect Employee Input task type to support the answering of the survey by anyone on the case, where before it was limited to only the subject person. This allows managers to answer surveys on an employee’s behalf to trigger the appropriate downstream workflows based on that data capture, such as hiding/showing Activities and Activity Sets based on Audience (a personal favorite feature from Rome!)
Giving feedback
We hope these features prove more helpful for crafting better experiences. As always, we are interested in hearing your thoughts and requests. Feel free to drop a note on Community or Idea Portal.
Additional documentation resources
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