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  3. Packaged Flows

Customer Onboarding Completion Flow

This feature is available to the following product editions: 
  • Starter
  • Standard
  • Premium

The Customer Onboarding Completion Flow is a template screen Flow that facilitates the completion of customer onboarding projects in TaskRay. The screen Flow is designed to run when a user is ready to complete a TaskRay Project and provides a set of screens to guide them through the process of completing a project. The Customer Onboarding Completion Flow is a Flow template, so administrators can save their own versions to customize how it works.

Note: The Customer Onboarding Completion Flow requires Lightning Runtime for Flows.  To enable Lightning Runtime for Flows, navigate to Setup | Process Automation | Process Automation Settings and enable the setting:
Enable_Lightning_Runtime.png

 

Choose How to Launch the Flow [Admin]

Project Details in TaskRay (Recommended)

Projects can be completed with the Customer Onboarding Completion Flow by clicking the Complete button on Project Details.

Complete_Button.png

Screen Flow on TaskRay Project Record Page

The Customer Onboarding Completion Flow can be added directly to a Lightning record page to offer different options for how and when to launch the Flow. This option is only available for Lightning Experience, but is a great option for those who work in the TaskRay Console.

Follow these steps to add the screen flow directly to the TaskRay Project record page:

  1. From Setup, navigate to Objects and Fields | Object Manager | TaskRay Project.
  2. Click Lightning Record Pages.
  3. Select the record page where you'd like to add the screen flow.
  4. Click Edit.
  5. In the Lightning Components list in the left column of the Lightning App Builder, find Flow and drag it onto the record page.
  6. In the right column of the Lightning App Builder, find the Flow dropdown and select TaskRay Customer Onboarding Completion Flow.
  7. For the recordId variable, enable the Pass record ID into this variable setting.Completion_Flow_Record_Page.png
  8. Click Save.
Tip: You can control the visibility of the Flow component to only show on the record page when specific criteria are met.  For example, there is a Completed checkbox field on the TaskRay Project that is set to true after a TaskRay Project has been completed.  If you only want to display the screen Flow for projects that haven't been completed, configure the following component visibility filter:

Component_Filter_-_Completed.png

Click here to learn more about Dynamic Lightning Pages and component visibility.

 

Using the Flow to Complete Projects

Clicking Complete on the Project Details will display the following prompt:

How_to_Complete_Project.png

To use the Customer Onboarding Completion Flow, select This was a customer onboarding project - walk through the steps to complete an onboarding project.

Selecting Just complete the project bypasses the Flow and makes the following changes to the TaskRay Project record:

  • Checks the Completed checkbox
  • Sets the Actual Completion Date to the current date.

Onboarding Feedback and Sentiment

This screen displays a set of fields that allow you to capture information about the quality of the experience during the customer onboarding project.

Onboarding_Feedback_and_Sentiment.png

Tip: If either of the Internal Sentiment or External Sentiment fields have been populated before launching the Customer Onboarding Completion Flow, the corresponding picklist will display with (current value) appended to the pre-populated selection.

How Satisfied Are You With How This Onboarding Project Went?

  • A satisfaction score based on how you think the onboarding project went from an internal perspective.
  • Maps to the Internal Sentiment picklist on TaskRay Project.
  • Available values:
    • Very Unsatisfied
    • Unsatisfied
    • Neutral
    • Satisfied
    • Very Satisfied
Tip: At least one of the Internal Sentiment or External Sentiment fields is required in order to calculate the Customer Onboarding Score when completing a project.

Onboarding Summary Notes

  • Stores key information about a customer's onboarding that can be referenced throughout the customer's lifecycle.
  • Maps to the Onboarding Summary Notes field on TaskRay Project.

How Satisfied is the Customer with How This Onboarding Project Went?

  • A satisfaction score based on how your customer thinks the onboarding project went from an external perspective.
  • Maps to the External Sentiment picklist on TaskRay Project.
  • Available values:
    • Very Unsatisfied
    • Unsatisfied
    • Neutral
    • Satisfied
    • Very Satisfied
Tip: At least one of the Internal Sentiment or External Sentiment fields is required in order to calculate the Customer Onboarding Score when completing a project. If both sentiment fields are populated, both will be factored into the Customer Onboarding Score. Consider using the TaskRay Customer Onboarding Feedback Flow to collect external information from your customers.

Customer Feedback

  • Captures external feedback about a customer's onboarding experience.
  • Maps to External Feedback on TaskRay Project

Click Next to complete the project and proceed to the final screen of the Flow.

Note: Clicking Next on this screen makes the following changes:
  • Checks the Completed checkbox on the TaskRay Project and all related Task Groups.
  • Sets the Actual Completion Date to the current date on the TaskRay Project and all related Task Groups.
  • Updates the Internal Sentiment, Onboarding Summary Notes, External Sentiment, and External Feedback fields.
  • Calculates the Customer Onboarding Score (if enough data has been provided).

 

Onboarding Score & Handoff Options

The final screen in the Customer Onboarding Completion Flow displays a summary of the project's Customer Onboarding Score and options for populating information on the project's related Account.

Success_-_Completed_Project.png

Click Next to finish the Flow and return to the Project in TaskRay.

 

Use a Custom Flow to Complete Projects [Optional] [Admin]

The Customer Onboarding Completion Flow is a Flow template, so administrators can save their own versions to customize how it works.  If you save a version of the Customer Onboarding Completion Flow that you would like to run when users click the Complete button on Project Details, follow these steps:

    1. From Setup, navigate to
      • Lightning: Custom Code | Custom Settings.
      • Classic: Develop | Custom Settings.
    2. Click Manage next to TaskRay Global Settings.
    3. Find the Project Completion Flow custom setting.
    4. Copy and paste the API name of the Flow you'd like to run when users click the Complete button on Project Details into the custom setting.
    5. Click Save.