Topic by Jens

Content

Managing Complex Workflows

Author: Jens Lundell
Oracle Service Cloud
Sr. Development Director

Difficulty rating: (Advanced)

Target persona: Workspaces administrator creating workspaces and workflows for agents

Ingredients:Custom Objects, Workspaces, Desktop Workflow, Analytics

Overall description/purpose: A mapping table, often called associative entity, is a table that is used to associate records from two different tables, in order to create what is called a many-to-many relationship. An example from the real-world is Students and Courses. A Student can attend many Courses, and a Course can have multiple Students. If we wanted to store these relationships in a database we would need a Student table, a Course table, and a mapping table to store the associations, for example called StudentToCourse.

For more information about mapping tables, see this Wikipedia article.

In this video we discuss how to create a mapping table and how to use them in workspaces. We then discuss how to use Desktop Workflow to streamline the agent’s experience, and eliminate the step showing the mapping table Workspace whenever a mapping table record is created or opened.

Video: Click to View Video

Attachments: Attached is a zip file with the exported Custom Object used in the video, the report, and the final Workflow. To use this on your site:

1. Extract the zip file to a directory on your computer
2. Import the Custom Object, set your profile to have permissions for it, save it, and then deploy it
3. Import the Workflow
4. Import the Report
5. Edit your Contact Workspace and add the Contact’s Orgs View relationship item
6. Set the relationship item to use the report that you imported
7. Edit your profile and set it to use the imported Workflow for creating and editing Contact’s Orgs records

You may want to change the Workspace element to use your own Organization Workspace instead of the Standard Organization Workspace.

File