Configuring Workflow in the Incentive Management Portal

Before you can begin designing and implementing your workflow, the portal needs to be configured to handle user access and data synchronization. This lesson will guide you through the essential configuration steps.

If you are using Advanced Workflow in conjunction with either SAP Incentive Management or SAP Territory and Quota, the first step is to grant user access to the application in the Incentive Management Portal. This can be done by either creating a custom role and assigning the role to specific users, titles, or groups, or by adding an application permission to an existing role.

In this scenario, Intellasoft wants to allow all payees to submit inquiries. To do this, they can use an existing role called Participants. This role is available with all implementations and automatically includes all Participants in the Incentive Management system.

The next step is to enable Advanced Workflow in the Global Settings page. This page includes the option to enable Advanced Workflow, customize the Submit URLs, Synchronize Workflow users, and set a default user type and department.

The Workflow Enabled switch activates Advanced Workflow.

Submit URL, Review URL, and TeamDispute URL are used to create cases from links in reports. These can be left at the default in most cases.

Sync Workflow finds new users and participants created in Incentive Management and the Incentive Management Portal, and synchronized these records with Workflow. This is important because new users are typically not created directly in Advanced Workflow; the recommended method is to create the users and participants in Incentive Management and allow the Sync process to replicate the records. If you do add a new user directly in Advanced Workflow, the login name, first and last name have to match the user in Incentive Management.

User Type and Department are used to set the default values for the User Type and Department fields in the User record in Advanced Workflow by mapping values from generic attributes on the Participants record in Incentive Management. Keep in mind that the value should reflect the system IDs of the departments and user types, not their display names.

When used in conjunction with SAP Agent Performance Management (APM) or Agent Lifecycle Management (ALM), Advanced Workflow is primarily used for onboarding producers and is therefore referred to as Onboarding. Since producers using these two applications are often external to the organization, Onboarding is a secure solution that allows users the ability to submit onboarding cases.

Let’s look at a typical onboarding scenario. Max Martinez is an insurance sales professional who would like to become an agent for an insurance carrier called Safecare. Max is provided a link to the Onboarding system by the carrier. When he logs in, he can create a new case. Selecting the Onboarding workflow returns a dialog box requesting his basic onboarding information.

Once the form is submitted, an internal script checks Max‘s status in the National Insurance Producer Registry (NIPR) database and returns licenses, appointments and other information. NIPR is a not-for-profit technology company that provides licensing and compliance services for insurance professionals in the United States. Custom scripts can be created if registries for other professions or in other countries are needed.

When this process is complete, Max receives a notification with a link to a detailed application. Max can manually update information if needed, and verify that his licenses, appointments, education, and other important information is correct before submitting the application.

Once Max submits the completed form, the onboarding team at Safecare can initiate a background check, decline, or onboard him into the system.

As with any Advanced Workflow environment, Onboarding can be customized to meet the needs of the organization by modifying fields, adding custom fields, customizing forms, and customizing the statuses and actions that make up the workflow.

Users with administrator access can customize various aspects of the Workflow user interface and behavior of the system through the System Settings menu.

General Settings include Global Settings, which include currency preferences, case key generation options, and maintenance mode; and Company Information, including the company name, description, and URL.

User Settings include default settings for new users, such as date format and time zone.

Email Settings can be used to disable email notifications, assign the default subject line prefix and the From and Reply addresses, filter and redirect emails, and select an email server.

UI Settings contains options to customize the appearance of the page, including changing logos, hiding or showing the header, and creating a custom login page.

Security Settings define the security settings and set the password policy for your tenant. Some specific options on this page include confirming user logout and hiding the Sign Out link in the user menu.

If there are features in the system that you are not using, a good practice is to hide them from users. This can be done in the Feature Permissions workspace. Feature Permissions can be accessed from the Setup screen under Administration à Feature Permissions.

Some common features that can be hidden in this screen include:

• Exporting data to an Excel file: By default, users can export data to both .csv and Excel files. In most cases, only allowing .csv exports is sufficient.
• Changing the user password: In most cases, user logins use Single Sign-on with the system password, so the user should not be able to change the password in Advanced Workflow.
• View SLA History: If you are not using SLAs, a good practice is to hide the SLA history page.

• When using Advanced Workflow with SAP Incentive Management or SAP Territory and Quota, configure user access to Advanced Workflow using portal roles and permissions in the Incentive Management Portal.
• Enable workflow synchronization to automatically update users between Incentive Management, and Advanced Workflow.
• The User Type and Department fields are used to set default User Types and Departments, which are required for Advanced Workflow users, to generic attributes in Incentive Management.
• System Settings allow administrators to customize various settings, including user, email, UI, and security.
• Use the Feature Permissions workspace to hide features in the system that you are not using.