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Workspaces Helpdesk 128 TOC Journey Workspaces Overview 10 What is Workspaces? 10 Who is Workspaces for? 10 Getting Started 11 Configuration 11 Browser Support 11 What's new in the v19.11 release? 12 Workspaces Core Concepts 14 Roles and Spaces 14 Applications and Tasks 14 Abandoned Applications 15 Service Level Agreement (SLA) | v19.11 This feature was introduced in v19.11. 15 Qu eu es 16 Views 17 Access Control 19 Workspaces UI Tour 20 Page Header 20 Spaces Panel 21 Page Content 22 Modal Windows | v19.11 This feature was updated in v19.11. 22 Time Zones in Workspaces 24 Understanding the Workspaces List Page 25 Overview 25 Item List 29 SLA Indicator | v19.11 This feature was introduced in v19.11. 30 Page 2 of 186 Queue Selector 31 Form / Product Type Selector 33 Created Date Selector 35 Views Selector 36 Search, Filter and Sort 37 Pagin g Tools 37 Finding Tasks and Applications 39 Search for a Task or Application 40 Filter the Item List 41 Sort the Item List 47 Application Details Page 49 Overview 49 Key Information 53 SLA Expiry | v19.11 This feature was introduced in v19.11. 55 Actions | v20.05 This feature was updated in v20.05. 56 Standard Actions in Workspaces v20.05 56 Standard Actions in Workspaces v19.11 and earlier releases 57 Cust om Actions 58 Applicant Information 60 Applicant Information in Workspaces v19.11 and later releases 61 Selected Applicant 62 Personal Info 64 Background Checks 64 Applicant Information in Workspaces v19.05 and earlier releases 65 - 3 - Applicant Details 65 Background Checks 66 Application Timeline | v20.05 This feature was updated in v20.05. 68 Application Timeline in Workspaces v20.05 70 Application Timeline in Workspaces v19.11 and earlier 71 Documents | v19.11 This feature was updated in v19.11. 73 Upload a Document 75 Manage Application Attachments 77 Upload a Document Example 78 Cust om Information 81 No Data scenario 82 Workspaces Actions 85 Standard Actions | v20.05 This feature was updated in v20.05. 86 Cust om Actions | v19.11 This feature was introduced in v19.11. 88 Assignan – Assign a Task to a User 91 Claim – Assign an Unassigned Task to Yourself 93 Decision – Record a Decision for a Task 95 New Forman – Start a New Application 97 Receipt - View a Receipt 98 Recover – Recover an Abandoned Application 100 Release – Release a Task Assigned to You 104 Unassign – Remove a Task Assignment 106 View Form - View a Saved Application 108 View Notes - View all Notes for an Application 110 - 4 - Withdraw – Withdraw an Unsubmitted Application 112 Reviewing Applications 116 List Page 116 Details Page 118 Process Actions 120 Claim and Release Tasks 121 Take a Decision 121 Process Action Examples 122 Claim a Task 122 Release a Task 123 Take a Decision - Approve an Application 125 Workspaces Helpdesk 128 List Page 128 Details Page 130 Helpdesk Actions 132 View a Receipt 133 View a Form 134 Recover an Application 135 Withdraw an Application 136 Helpdesk Action Examples 138 View a Receipt 139 View a Form 140 Recover an Abandoned Application 141 Withdraw an Unsubmitted Application 142 - 5 - Workspaces Assisted Channel 145 List Page 145 Details Page 147 Assist ed Channel Actions 149 Start an Application (New Form ) 150 Assist ed Channel Action Examples 151 Start an Application 152 Manage Applications in Workspaces 156 List Page 156 Details Page 158 Manage Actions 160 Assign and Un assign Tasks 161 Manage Action Examples 161 Assign a Task 161 Remove a Task Assignment (Un assign ) 164 Journey Workspaces for Developers 166 Current version 166 Recent versions 166 Journey Workspaces FAQ 167 Compatibility 167 Is Workspaces available for my browser version? 167 Is there a compatible version of Workspaces for my Journey Manager environment? 167 Deployment 168 How do I promote Workspaces from lower to higher Journey Manager environments? 168 - 6 - How do I import the Workspaces WAR file through the Journey Manager administration console? 168 How do I deploy two Workspaces portals in one Journey Manager environment? 169 Can Workspaces v19.05/v19.11 and Workspaces v20.05 be deployed to the same Journey Manager instance? 171 Can I have multiple Workspaces v20.05 Open UX forms in a sin gle Journey Manager instance? 171 Fresh installation of Workspaces 172 When I login to Workspaces for the first time, I just see a progress bar continuously load- in g 172 What Journey Manager roles and permissions are required to access Workspaces? 172 What resources are required by Workspaces after a fresh installation? 173 Loggin g in to Workspaces 175 Loggin g in to Workspaces while already logged in displays the login screen without any styling applied 175 When I login to Workspaces again after loggin g out, an error page is displayed 176 Can I login to Workspaces from two different browsers (multiple session s) at the same time? 176 Workspaces Configuration 176 Can the Applicant card or Background Check card be removed from the Workspaces UI? 176 Can the Timeline card or Documents card be removed from the Workspaces UI? 177 How do I configure the views and table columns in the Workspaces List page? 177 How do I configure the Key info card in the Workspaces Details page? 177 How do I configure the actions to be displayed for each Workspaces space? 177 How do I hide a step from the application timeline? 177 How do I restrict a Workspaces user to view only certain spaces in the Workspaces applic- ation? 178 - 7 - Are job properties supported in the space JSON configuration for Workspaces? 180 Workspaces Features 180 I can’t view the PDF receipts – is this due to access restrictions? 180 Searching for a transaction is very slow when there is a huge volume of transactions in Journey Manager 181 I can’t view certain transactions in Workspaces 181 Filtering on more than two submission properties at once does not return the expected results 182 Does Workspaces support partial search es? 182 I can't filter on an application's metadata after the application is completed 182 When I try to change or reset my password, I can't enter my old password 183 The Decision action button is still visible after the application is approved or rejected 183 How do I pass the Workspaces locale to a form rendered in the Workspaces modal win- dow (for example, the decision form )? 183 How do I close the Workspaces modal window from a form rendered inside it (for example, the decision form )? 183 Does Workspaces v20.05 support role-based access to view custom cards? 184 Is there a limit on the number of notes that can be added to a task or application in Workspaces? 184 Can I hide the Search bar on the Workspaces list page? 184 Is it possible to retain search and filter values throughout a u ser's Workspaces session ? 184 If I start a form in the Workspaces Assist ed Channel, can I hand it over to the customer / applicant to continue the journey? 184 Maestro form in Workspaces 184 The Decision form cannot read the SystemProfile property 185 The Add documents button doesn’t appear for applications that are not yet submitted 185 Can I configure Workspaces so that Helpdesk u sers view saved forms in a read-only st at e? 186 - 8 - How do I configure Workspaces so that Assist ed Channel u sers can fill out a Maestro form? 186 - 9 - Journey Workspaces Overview Work spaces | Work spaces User | v18.11 | v19.11 Efficient resolution and assistance for customers is an essential part of omni-channel customer acquis- ition. Journey Workspaces, powered by Journey Manager, is an integral module of the Temenos Jour- ney Platform that enables your organization to improve the quality of customer experience with onboarding assistance, rapid resolution, and communication of progress, regardless of the channel they are applying from. What is Workspaces? Journey Workspaces is a highly configurable and feature-rich bu sin ess portal for banking staff, designed to support resolution and customer service activities related to account opening and onboarding directly in the account opening process. Workspaces supports a digital workflow for in - bound applications that enables bank staff to initiate, review and resolve customer applications, and provide great customer service. Bank staff are offered an efficient method of receiving, tracking, organizing, and resolving pending applications that improves both their productivity and the accuracy of the application review process. In the Workspaces portal, you can search and filter to find an application then view all the key applic- ation details, enabling bank staff to provide a richer customer assistance experience and make an informed decision about an application's outcome. You can filter and assign applications for review based on criteria such as workloads, decision status, risk, or incomplete application data. Application assignment features enable managers to control staff workloads, helping to reduce the onboarding delays that can lead to customer dissatisfaction. Throughout the account opening process, Work- spaces captures notes and u ser- and syst em -initiated actions that document an easy-t o-understand audit trail of the application life cycle. With visibility into all the application information at your fin- gertips, you can quickly resolve pending applications with a final decision and communicate back to the applicant to increase customer acquisitions and improve customer service. Ou t of the box, Workspaces comes with a collection of thoughtfully designed, pre-tested templates for several role-based spaces that facilitate processing, helpdesk, and application management activities as well as kick-starting applications on behalf of customers and monitoring their progress.
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