Workflows that are kicked-off from an intake form are rarely simple, because of the different options presented during the intake. For example:
- Customer selects the type of issue when opening a support case → drives how case workers will resolve the case
- Customer selects the type of package or service during checkout → drives how account executives will onboarding the customer
- Hiring manager selects whether the new-hire will be in-office, remote, or hybrid → drives where IT will ship laptop & equipment
Managing this complexity so that you always get a consistent, predictable outcome no matter what option is chosen is a challenge.
Luckily, Pipeline not only makes it easy to build these types of complex flows, but it also easy for the participants working the steps.
Customer submits the intake
Using a support case as an example, assume that a customer want to open a support case for a RMA Return and selects Ship Replacement as their desired resolution.
After the intake
Once the support case is submitted, someone internally will need to resolve it based on the customer's selections.
Without Linked Values
You could create a master checklist of every possible support case scenario for the worker to complete.
But, that would make this checklist long and confusing. In addition, since every option is listed, you can’t add any validation to these fields, so you can't prevent mistakes in data-entry.
With Linked Values
With Linked Values, you can bring the RMA Resolution value from the intake into the worker step and use it to dynamically change the checklist. Here's how.
Start by adding a new form field as a Linked Value.
Note, Linked Values are not displayed, but they can be used to create conditions for other fields in the form.
So, can use the RMA Resolution Linked Value to create conditions for Shipment Tracking Number and Estimated Delivery Date.
This streamlines for form, so that these fields will only appear if Ship Replacement is chosen during the intake. Plus, because these fields conditional, you can add validations to ensure that the case worker completes these fields when required.
And best of all, if RMA Resolution is ever changed on the intake form after-the-fact, the case worker step will automatically be updated, because of the RMA Resolution Linked Value.
Next Steps
Learn how to use answers collected from the intake to dynamically change and streamlines forms in the following steps.