next4biz

Workflows & SLA

Category-based forms, workflows and SLA management

WHAT'S HAPPENING?
  • Category Mapping Each issue type is defined in the category tree. The form and workflow specific to the selected category are automatically activated.
  • Custom Form Design Each category has its own form fields. Different information is requested depending on the issue type.
  • Separate Workflow & SLA Each issue type is routed to different departments with different SLA targets, ensuring a tailored resolution flow.

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CATEGORY TREE FORMS WORKFLOWS Subscription Requests Logistics Missing Item Late Delivery Staff Behavior Physical Contact Unhelpful Staff Rude Behavior in Store Incorrect Information Invoice Dispute Product Complaints Late Delivery ORDER DETAILS Order: Add Order No. 19725 DELIVERY DETAILS Carrier: Select Delivery No: Enter delivery number Request delivery cancellation? : Invoice Dispute Payment Date: Jan 14, 2026 Invoice: Select invoice Late Delivery Logistics 2h SLA Transfer Hub 2h SLA Customer Service 3h SLA > > Invoice Dispute Finance 6h SLA Customer Service 8h SLA >