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Finacle CRM
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Process Automation
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10.2.25
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© 2019 EdgeVerve Systems Limited. Strictly private and confidential. No part of

this document should be reproduced or distributed without the prior permission
of EdgeVerve Systems Limited.

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Process Automation

Table of Contents
Introduction ..................................................................................................................................... 3

Business Work flow ........................................................................................................................ 4

Features Supported.......................................................................................................................... 5

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General Setup .................................................................................................................................. 7

Module-specific Setup .................................................................................................................... 8

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Template Mapping ...................................................................................................................... 9

Viewing Template Mapping Filters ...................................................................................... 10

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Search Template Mapping .................................................................................................... 11
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Creating Template Mapping ................................................................................................. 12

Viewing Audit Trail .............................................................................................................. 14

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Calendar Widget ................................................................................................................... 15

SLA Setup ................................................................................................................................. 16

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Creating SLA Setup .............................................................................................................. 17

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Number of Transfers in a Process Step for Escalation ............................................................. 18

Process Definition ......................................................................................................................... 19

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Process Setup ............................................................................................................................ 21

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Add Step................................................................................................................................ 25

Process Copy ............................................................................................................................. 37

Process Edit............................................................................................................................... 38

Process Status Change .............................................................................................................. 39

Process Validation .................................................................................................................... 40

Process .......................................................................................................................................... 41

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Process Automation

Process- Search ......................................................................................................................... 43

List of Abbreviations .................................................................................................................... 44

Process Deployment...................................................................................................................... 45

Glossary ........................................................................................................................................ 46

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Process Automation

Introduction

Process Definition is for defining sequence of steps to be executed for compliance of the systems
and procedures of the bank. It includes:

 Defining business workflow for handling opportunities and incidents for proper resolution and closure.

 Defining business workflow for approval of CIF creation or modification, campaigns, quota setup, incentive setup and

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quota allocation.

 Defining business workflow for campaign execution.

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Some of the process steps to be complied within the system can be automated to save time and
ensure consistency and accuracy. Certain steps which require manual intervention are handled by

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the users who possess the necessary skill sets. The critical requirement of any business process is
compliance with timeliness. Any delay in completing one or more steps of the process can delay
an entire process. In this case, banks may prefer escalations to the concerned authorities.

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The bank may need to configure multiple process to consider all the above mentioned aspects.
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Process Automation

Business Work flow

A typical Business Work flow diagram is depicted below :

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Business Work-flow

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Process Automation

Features Supported

The features that are supported in the module:

 Configuration of module specific processes

 Configuration of multiple process

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 Configuration of one or multiple process steps for a process

 Configuration of process steps as manual or automated

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 Configuration of process steps as regular or decision making

 Context based switch over to one or more process steps

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 Validation for checking redundant process steps and open steps

 Attachment of Reference files


Configuration of Sequential or non sequential Process steps

Bank specific notes (guidelines) for process step execution

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 Turn Around Time (TAT) for the process and each of the process steps within

 Automatic assignment of a process step to a user or group


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Automatic transfer of a process step to a user or group

 Assigning probability for every process step

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 Assigning process stage for every process step


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Attachment of Routing and Escalation matrix for automatic routing of manual process step

 Attachment of Escalation matrix based on TAT of the process

 Configuring SLA based TAT

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 Authorization of deviations happening during process step execution by assigned user groups

 Enabling rollback from a process step

 Enabling re-computation of process step

 Enabling re-run of an automated process step

 Enabling auto-run of an automated process step

 Enabling bulk decision

 Better location setup for routing

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Process Automation

 Attachment of Selection Matrix to decide the next step based on the return value of the Selection Matrix

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Process Automation

General Setup

The setup made outside the module to define a process in the system are:

Setup Activity Functions Used

Routing Matrix Administration > Routing Matrix

Refer Routing and Escalation for more details.

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Escalation Matrix Administration > Escalation Matrix

Refer Routing and Escalation for more details.

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Selection Matrix Administration ->Selection Matrix
Refer Administration for more details.

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Templates for Offer Templates > Templates
Letter,Sanction Templates > Templates in Progress
Letter,Denial
Refer Templates for more details.
Letter,Sanction items and
conditions,E-mails

Alias Mapping Setup op

Administration > General Setups >CRM Admin > Email > AliasDefinition and
Administration > User Maintenance > Alias Mapping
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Refer Configuration for more details.
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Process Automation

Module-specific Setup

You can do the module-specific setup using the options:

 Template Mapping

 SLA Setup

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 Number of Transfers in a Process Step for Escalation

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Process Automation

Template Mapping

Template mapping is available to process opportunities related to asset products. For example,
during process configuration you can include steps for offer letter generation, issue of sanction
letter and denial of the application. These process steps need templates for communication to the
applicant and the same are mapped here. The communication is printed or sent by e-mail as per
the requirement at the bank. The templates are specific to the products.

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Note:
The Templates are created before the template mapping.
Refer Templates manual for more details.

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For template mapping, use the options:

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 Viewing Template Mapping Filters

 Search Template Mapping


Creating Template Mapping

Viewing Audit Trail op

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Process Automation

Viewing Template Mapping Filters

The various templates that are deployed for offer generation, issue of sanction letter, terms and conditions and denial
letter vary with the product. The template mapping setup that exist in the system are available for viewing. The view is
enabled based on the search filter. The search facility is enabled for a specific product. If no product code is
specified, all the template mappings that exist in the system are displayed.

 Select Administration in the FUNCTIONS menu

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 Select Template Mapping

What you can do:

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1 Type valid data in the fields.

See Screen Details table for details on the field and their attributes.

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2 Click Search to search for the mappings for a particular product.
Note:
If you click search without specifying the product code, the entire list of template mapping is displayed.

3 Click Create to create a new template mapping.

Screen details:
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Field Details

Product Code Optional

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Type the product code. Alternatively, use the wild card * to view details of all the template
mappings in Finacle CRM.
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Process Automation

Search Template Mapping

Use this option to view the templates attached for offer generation, sanction letter, terms and conditions and denial
letter. The Template mapping is product specific. The Template mapping search can be made for a specific product
or for all existing Template mapping. You can also view the Audit details of the Template mapping.

Note:
This screen is a display screen and is in non edit mode.

 Select Administration in the FUNCTIONS menu

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 Select Template Mapping

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Click Search

Screen Details:

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Field Details

Form Template Name Displays the name of the template.

Terms and Condition

Template

Form Type
template.
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Displays the name of the terms and condition template mapped along with the form

Displays the type of form. For example, approval, denial and offer generation.
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Product Code Displays the product code for which the templates are mapped.
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Process Automation

Creating Template Mapping

Use this option to create and maintain templates for offer generation, sanction letter, terms and
conditions and denial letter. The templates are used for communicating with the CIF entity about
the offer, sanction details with associated terms and conditions and denial of account opening
requests. This functionality is available to process opportunities related to asset products.

Note:

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The Template mapping is product specific.

 Select Administration in the FUNCTIONS menu

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 Select Template Mapping

 Click Create

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The system displays the details of the existing Template Mapping.

What you can do:

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Type valid data in the fields.
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Refer Screen details table for details on the field and their attributes.

Click Remove Mapping to delete an existing template mapping.

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Note:
To delete a template mapping, select a row from the list of existing template mapping and click Remove
Mapping.

3 Click Add to add the selected template to the attached templates list.
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4 Click Remove to remove the selected template from the list of attached templates.
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5 Click Insert Row to complete the attachment.

6 Click Save Template mapping to save the data.

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7 Click Close to close the screen without saving the data.

Screen Details:
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Field Details

Product Code Mandatory

Drop-down
Select the product code from the list of values. The system displays the list of product codes
which belong to all Product categories available in the database.

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Process Automation

Form Type Mandatory

Drop-down
Select the form type from the list of values.
Valid Values:
Approval
Denial
Offer Generation

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Note:
1. Select Approval for communicating sanction of the application.
2. Select Denial for communicating denial of the application.
3. Select Offer Generation for communicating in principle offer.

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Approval and Offer Generation Form type requires mapping two templates, one for Form
Type and another for Sanction Terms and Conditions. The first selected Template is for Form
Type and the latter for Sanction Terms and conditions.

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Available Templates Displays the list of templates available for selection.

Attached Templates
Note:

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The templates must be created in the Templates module.

Displays the list of templates selected for mapping.

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Process Automation

Viewing Audit Trail

Use this option to view the audit trail history.

 Select View Audit Trail

What you can do:

1 Type valid data in the fields.

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See Screen Details table for details on the field and their attributes.

2 The Viewing Audit Trail screen is displayed.

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3 Click Submit to view the audit trail details.

4 Click Clear to clear the search criteria on the screen.

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5 Click Close to close the screen.

Screen details:

Field

Audit Trail Filter

Details
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Start Date Specify the date from which the Audit details view is required. Use calendar widget to set this
date.

End Date Specify the end date for which the Audit details view is required. Use calendar widget to set
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this date.

Note:
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When you specify the details in the above fields and click Submit, you can see the audit trail details.

Audit Trail Details

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Date/Time Displays the date and time of the audit record of the data entry/modification.

User Name Displays the name of the user who created /modified the details..

Attribute Displays the operation performed. For example, New Template mapping created, Template
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mapping edited or deleted.

Current Value Displays the present value or current value of the displayed record.

Old Value Displays the previous value or old value of the displayed record.

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Process Automation

Calendar Widget

Use this option to select a date. You can directly type dates in the date fields or use the calendar widget to select
them.

 Click the Calendar icon to view the calendar widget.

What you can do:

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1 Type valid data in the fields.

2 The Calendar Widget screen is displayed.

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3 Click Date to view the date.

4 Click the Extreme left arrow to view the previous year's calendar and set the date to the same date of the
previous year.

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5 Click the First left arrow to view the previous month's calendar and set the date to the same date of the previous
month.

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Click the First arrow after the year label to reset the date to the current date. For example, if you select 22 Dec
2005 and the current date is 27 Dec 2005, the calendar changes the selected date to the current date (27 Dec
2005).

Click First right arrow to view the next month's calendar and set the date to the same date in the next month. In
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the above example, the calendar will set the date to 22 Jan 2005.

8 Click Extreme right arrow to view the next year's calendar and set the current date in the next year.

9 Click Cancel to close the calendar.

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10 Click Clear to clear the selection made and restore the current date.
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Note:
The To Date should be a date greater than the From Date. The Year/Month in the calendar widget of the To field
will be automatically set to a higher number.
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Process Automation

SLA Setup

You can do the Service Level Agreement (SLA) setup to specify the turn around time based on the SLA Value. As
part of process definition, it is possible to assign TAT based on SLA Value. The TAT Value could be an absolute time
or a percentage of the normal time. The SLA Value validated in the process step is derived from the value set for CIF
entity as part of CIF creation or maintenance. There are five levels for a SLA. In case the requirement is to compute
the TAT based on percentages, the same has to be configured here.

To create an SLA setup, use the option:

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 Creating SLA Setup

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Process Automation

Creating SLA Setup

Use this option to specify the percentages used for computation of TAT based on SLA Value.

 Select Administration from the FUNCTIONS menu

 Select Data Category Type

 Select Category Type SLA from the drop-down

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Refer Create New Data Category in the Administration for more details.

Note:

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Create Data category values for each of the SLA value and specify the associated percentage of Normal TAT in
Rating column

For Example:

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 Data Category Value: Gold , Rating:20,


Data Category Value: Silver, Rating: 40

Data Category Value: High Networth, Rating: 60 and so on op

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Process Automation

Number of Transfers in a Process Step for Escalation

Use this option to handle escalations in case the number of transfers within a process step exceeds the specified
number. This number can be set up as a configuration parameter at the bank which is common for all process.

 Select Administration in the FUNCTIONS menu

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 Select CRM Admin

 Select General

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 Select Business Rules

The system displays the details of the existing value for Number of Transfers in a Process Step for Escalation.

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What you can do:

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Type valid data in the fields.

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Refer Screen Details table for details on the fields and their attributes.

Click Save to save the changes.

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3 Click Close to close the screen without saving the changes.

Screen Details:
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Field Details
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Number of Transfers Optional

in a Process Step for
Escalation Type the value for number of transfers in a process step for escalation. When the number
of transfers exceeds this value, there is an escalation
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Note:
This must be a numeric integer.
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Process Automation

Process Definition

The bank may have multiple process flows. These process flows are used for :

 Opportunity Management

 Incident Management

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 Campaign Execution

 Approval of CIF creation and modification

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 Approval of Campaigns.

 Approval of Quota setup, Incentive setup and Quota Allocation

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The bank can configure multiple processes to suit bank specific requirements to comply with the
systems and procedures.

Step No. Process stage

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For example, the bank may prefer to follow the underlined procedure to process a mortgage loan.

Next Process Step No.

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1 Submit Application 2

2 Obtain Credit Bureau results 3

3 Credit Filter Results 4 (Pass/Fail/Refer)

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4 View Credit Filter results 6 Pass 20 Fail 4 – Refer

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5 Eligibility Calculation 7

6 EI Calculation 8
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7 DSR Calculation 9 Refer 10 – Pass 21 – Fail

8 DSR Refer 10 Pass 22 – Fail

9 Pre Approval Documents 11

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10 Credit scan Engine 12 Pass 12 Refer 12 Deny

11 Score Card View 13 Approve 29 Deny 12 Refer

12 Credit Decision 14 Approve 13 Refer 18 Deny

13 Sanction Letter Generation 15

14 Authorize A/c opening 16

15 A/c opening in Back end system 17

16 Post Approval Docs 19

17 Denial letter generation 19

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Process Automation

18 to 22 File close

The options available are:

 Process Setup

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 Process Validation

 Process Status Change

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 Process Edit

 Process Copy

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Process Automation

Process Setup

Use this option to create and maintain process work flow.

 Select Automation in the FUNCTIONS menu

 Select Process Automation

 Select Process

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 Select New

 Specify the Process name

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 Select OK

 System displays the message 'Process Added Successfully'

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 The Process Automation screen is displayed for process configuration

Note:

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Process name is a user definable alphanumeric text .This validates for uniqueness of the name. The processes are
created in any language and using Dictionary tool, Process Name and Step Names are translated to other
languages. So the Process Name and Step Name is displayed in user’s locale in various screens where they are
displayed.
Refer Dictionary Tool in Multilingual for more details.
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What you can do:

1 Type valid data in the fields.

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Refer Screen Details table for details on the fields and their attributes.
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3 Click Add Step to add steps to the process.

4 Click Delete Step to delete the steps in the process.

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5 Click Validate to validate the step added to the process.

6 Click Save to save the process configuration.

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Screen Details:

Field Details

Process Name The field value gets defaulted with the Process name defined while creating a new process
and is protected. This is to identify the process.
Note:
The Process name is available as a drop-down for process selection in the respective
modules.

Process Status Optional

Drop-down
Select the status of the process from the list of values.

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Process Automation

Valid Values:
Disabled
Enabled
Default value: Disabled for new Process.
Note:
1. Only those processes which are in the enabled status are available for
deployment. The processes which are currently deployed to any entity
cannot be disabled.

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2. Processes which are in enabled status cannot be modified.
Category Optional
Drop-down

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Select the module for which the process is used from the list of values.
Valid Values:
CIF

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CampTgt
General
Incentive
Marketing
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Approval process to be used for campaign approvals

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These processes are available as a drop-down in the process selection screen when
a marketing campaign is submitted for approval.
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Quota
Quota Allocation
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Sales
Process used for Opportunity processing. Required for origination of any type of
accounts.
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Note:
These processes are available as a drop-down during Opportunity creation and in
Selector setup for Opportunity related process.
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Support
Process used for incident management
Note:
The Incident management related process can be created separately for Request,
Complaint and query handling.

These processes are available as a drop-down during request control configuration.

Process Desc Mandatory

Type the description of the process.

Process Type Mandatory

Check box

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Process Automation

Default value is unchecked.

Select the check box to indicate whether the process steps are executed sequentially as per
the set up or process steps can be executed without any sequence.
If checked, the process steps have to be executed sequentially. In other words it is not
possible to execute the subsequent step unless the step is completed.

Advanced Process Mandatory

Select the check box.

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Default value: Checked
Note:
If advanced process is checked, routing matrix, user or groups can be specified for

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each of the manual steps for assignment or transfer of operation. Here the work
queue changes automatically after each step completion instead of manual
assignment or transfer of a process step.

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If checked, then the Routing and Escalation tab is available for manual steps. Routing and
Escalation tab is required to configure the users or user groups for process step transfer or
assignment and also specifying TAT
If checked, the steps can be configured as automated steps where a daemon (program

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running at the background which gets invoked periodically) polls for records pending for
processing and does the processing without any manual intervention.
If advanced process is not checked certain tabs like stage, status, lock rollback is displayed.
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Expiry Period(Days) Optional
The validity period of the process specified in terms of number of days is displayed. There is
no validation associated for this field.
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TAT Duration Mandatory

A numeric integer value.
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Type the turn around time required for completion of the entire process. This is validated for
escalations in case of non compliance of TAT specified for the process.
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Units Mandatory
Drop-down
Select the units in which TAT is specified from the list of values. This is to compute the due
date for completion of process.
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Valid Values:
Minutes
Hours
Days
Weeks
Month

Escalation Matrix Optional

Drop-down
Select the escalation matrix used for escalations from the list of values.
Note:

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Process Automation

This field is enabled only for Sales and Support category.

Refer Create Escalation Matrix in Routing and Escalation for more details.

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Process Automation

Add Step

Use this option to define various process steps of the process.

The process has one or more process steps. It is mandatory to have at least one First step and a Stop step. The user
can also configure as many process steps as required based on specific requirements.

 Click Add Setup

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Options available under every process step are:

 Basic

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 Advanced

 Attachments

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For manual process step, the enabled tabs are:

 Application Call Details

 Routing And Escalation

For Automated Process step, Daemon Details tab is enabled.

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If the process category is CampTgt, campaign targets tab is enabled.

Basic
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Screen Details:
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Field Details

Name Mandatory
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Type the process step name. Free Text field to identify the step for the user who is handling
the process step execution.

Step Type Mandatory

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Select the regular option to indicate that the process moves to only one step after completion
of the current process step.
Note:
Next Step field is enabled when Regular is selected.
Select the decision option to indicate that the process can move to more than one step.
The process moves to the subsequent step depending on the decision. For example, the score
card results may be Pass, Fail or Refer. Depending on the result, the next process step varies.
Note:
In case of Decision step, the next step is more than one and hence next step field is
not displayed. Instead Add Condition and Delete Condition buttons are enabled. Click
Add Condition to add Conditions. Depending upon the conditions the process moves
to the corresponding steps.

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Process Automation

Notes Mandatory
This is a user definable text . It is alphanumeric to aid the user who handles the process step
with help guide.

Duration Mandatory
A numeric integer value.
Type the turn around time required for completion of the process step. This is validated for
escalations in case of non compliance of TAT specified for the process step

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Units Mandatory
Drop-down

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Select the units in which duration is specified from the list of values. This is to compute the
due date for completion of process step.
Valid Values:

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Minutes
Hours
Days

First Step
Weeks
Month

Mandatory
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Check box
Default Value: unchecked
There is one step in the process which is a first step. While defining the first step of the
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process, the check box has to be selected.

Note:
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There must be one step with the check box selected.

Transfer to Rep Optional

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Select the representative from the list of values where the process step must be transferred.
Note:
This field is visible only when the process category is CIF or General or Marketing.

Assign to Group Optional

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Select the group from the list of values to assign the process step to.
Note:
This field is visible only when the process category is CIF or General or Marketing.

Transfer to DSA Rep Optional

Select the DSA representative name from the list of values to transfer the process step to.
Note:
This field is visible only when the process category is CIF or General or Marketing.

Stage Optional
Drop-down
Select the stage from the list of values. This is provided as part of the base product to indicate

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Process Automation

which stage of the process is reached.

Note:
Stage is a display field in the self or group tray and also enquiry menu options. The
user may use this for tracking purposes.

Status Optional
Drop-down
Select the status from the list of values.

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Valid values:
Abandoned
Closed

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Open
Note:

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By default the status is Open for all the Process steps except the Stop step which is
the last step of the process.
For the Stop step, the status automatically gets updated as Closed.

Closed.
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Apart from this, user can specify the status for any of the process steps as Abandoned or

If the status is selected as closed, the record does not appear in the tray on reaching the
process step.
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If the status is selected as Abandoned, the status appears as Abandoned and the user cannot
execute process step.
Entities with abandoned status need to be closed manually.
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Lock Rollback Optional

Drop-down
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Select the indicator from the list of values to indicate if the rollback should be locked for the
process step.
Valid Values:
na

Y - Yes
N - No
It is possible to rollback the opportunity state to any of the already executed process step The
Fi

Rollback is possible to a particular completed step. The system displays the list of completed
steps to which the opportunity can be rolled back. If No is selected then the rollback is
disabled from this step.

Lock Recompute Optional

Drop-down
Select the indicator from the list of values to indicate whether re-computation of values of the
specific process step must be allowed or not. For example, if the step is for computation of
DSR, whether the Re computation of DSR must be allowed in case of Rollback happens to the
step.
Valid Values:
Y - Yes

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Process Automation

N - No
Default value Null implies No.

Max [Link] Execution Optional

Type the maximum number of times the specific process step can be executed.

Exit Step Optional

Drop-down

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Select the step key from the list of values.
Note:
If the max number of execution is exceed for any entity, the process will be moved to

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the step mentioned in this field. This field is mandatory when valid value is entered in
field Max [Link] Execution.

Automated Step Mandatory

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Check box
Default value: unchecked
Select the check box to indicate that this step is automated.

Note:
1.
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If the checkbox Automated Step is selected, then the tab Daemon Details is enabled and the
details of the daemon has to be specified here.

Such Process steps are executed by the system and is not available to the
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user for process step completion. Automated steps are required in certain
processes where computations or database checks have to be done.
2. In an automated step, there is a daemon (A program which runs at
background and gets invoked periodically) which does the process. For
example, the Eligibility calculation (Eligible loan amount computation) is
made as an automated step so that the daemon does the processing.
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3. If this is not checked then it signifies that the process step is manual.
Application Call Details and Routing & Escalation tabs are enabled.
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Bulk Decision Step Mandatory

Check box
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Default Value:unchecked
Select the check box to consider the step as a bulk decision step. This decides whether the
bulk decision must be enabled or not at this step.
Note:
Fi

In case of multiple opportunities or incidents in the same step, it is possible to

approve in bulk if this check box is selected.

Advanced Decision Mandatory

Check box
Default value:unchecked
Select the check box to consider the step as an advanced decision step. This decides whether
advanced decision is enabled or not for this step.
Note:
1. Advanced Decision Step is used to evaluate a particular Selection
Matrix to identify the next step to proceed.
2. This field is enabled only if step type is selected as decision.
Selection Matrix Co-Mandatory

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Process Automation

Drop-down
Select the selection matrix from the list of values.
Selection matrix contains a set of conditions and value associated with each condition. When
the process step is being executed, the Selection Matrix configured is evaluated and based on
the return value the process is moved to the next step as specified in the conditions grid.
Note:
1. This is mandatory if Advanced Decision is checked.

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2. Click Add Condition to add Conditions. Depending upon the conditions the
process moves to the corresponding steps.

On completion of relevant data feeding in the above fields, the system displays :

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1. Next Step tab if the Step Type is Regular.

2. Multiple rows with two columns (one column for indicating the Decision attribute or conditions viz., Pass, Fail,

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Refer, Hold, Ignore, Progress) and another column for indicating the corresponding next step to which the process
must move. Click Add Condition to add Conditions. Depending upon the conditions the process moves to the
corresponding steps.

Note:
1.
2.
3.
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The next step could be one of the existing steps or a new step to be configured.

For the first step, next step lists only two values in the drop-down,such as: New Step and Stop
For all others steps, the drop-down list shows all the existing process step numbers, new step and stop.
If the new step field is selected, the user is displayed a window with following fields.
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Step Key: The next step number is displayed

Name: The name of the step has to be entered here. User definable free text to identify the step.
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Select OK to complete adding new step.

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Advanced tab

Currently this functionality is not used.

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Attachments tab

This is to specify the reference files which the user can view during process step execution.
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What you can do:

1 Type valid data in the fields.

Refer Screen Details table for details on the fields and their attributes.

2 Click Add to add an attachment to the process step.

3 Click Delete to delete an attachment from the process step.

Screen Details:

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Process Automation

Field Details

File Name Displays the name of the document attached.

Status Displays the status of the document

Valid Values:
Added
Existing

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Delete Check box
Select the check box and click Delete to delete an attachment.

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Application Call Details tab

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This tab is enabled only when the checkbox, Automated Step is not checked in the Basic Tab.

This is to specify the User Interface screen that needs to be displayed to the user to complete the process step
execution. The UI display screen can vary with the process step and hence the appropriate UI form has to be
specified.

Screen Details:
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Field Details

Specify Details Mandatory

Check box
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Default Value:unchecked
Select the check box to specify details.
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Note:
1. If this is not checked, then the user gets a default Activity completion form.
2. If this is checked, then the user can specify the following details.
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Application Name Optional

Drop-down
Select from the list of values the name of the application servlet that has to be used.
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Note:
1. The default application forms are available as part of the CRM application
installation.

2. Additional application servlets can be configured by the CRM administrator

using Administration > Applications tab.

3. Though the servlet applications are used by the Sales and Support Business
Console users, they do not switch directly. They run the application caller
from the relevant process step of an incident or opportunity.
Mode Optional
Drop-down
Select the mode to be used for the application from the list of values.
Valid Values:

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Process Automation

New
Edit
View

Description Optional
Type the description of the application name. This is a free text field.

Arguments Optional

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Type the arguments or attributes used by the application. Multiple Arguments can be added
using Add Row tab. This inserts an additional row.
During Process modification, certain arguments can be deleted by selecting the appropriate

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row and selecting Delete Row.

Daemon Details tab

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This tab is enabled when the check box, Automated step is checked in the basic tab. This tab is
used to set the parameters for the system to run an automated process.

Screen Details:

Field Details
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Pre-defined Threads Optional
Drop-down
Select the predefined threads from the list of values.
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Note:
1. The drop-down lists the threads that are predefined in
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[Link] file.
2. If a thread is selected all the following fields are defaulted with values.
Thread Name Optional
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Type the unique thread name to identify the daemon to be started.

Note:
More than one process with the same thread name cannot exist.

Class Name Optional

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Type the name of the class.

Note:
The list of class files available to specify here is shared as part of the CRM
installation. The user must mention any of the available class files as per
requirement.

Method Name Mandatory.

Name of the method that has to be called, is defaulted here.
Note:
This must not be changed by the user. This gets defaulted based on the selected
class name.

Sleep Time Optional

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Process Automation

Type the sleep time in minutes for the thread before it restarts again.

Schedule Time Mandatory

Type the start time at which the thread is invoked for the first time in the day.
Note:
If there are no entities for processing the step at the scheduled time, then any entity
for which this process has to be executed is not processed. In such cases, the
administrator has to change the Schedule time manually.

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Entity Optional
Drop-down
Select the entity from the list of values.

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Valid Values:
Opportunity

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Incident

Attribute1 to 5 Optional
Type any bank specific attribute value used while running Daemon.

Auto Run Optional

Select the check box. op
For more than one automated step in a sequence that needs to be executed consecutively,
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select this checkbox . This ensures that the next automatic process step is executed without
waiting for Sleep time.

Re Run Optional
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Select the check box.

This is to re compute the values during Re run of the same process step, which may be
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initiated on account of the rollback.

IsOnline Optional
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Select the check box.

This check box can be selected to ensure that the automated step starts immediately without
waiting for the schedule time. If this check box is selected the automated step starts
immediately after the previous step is completed with out waiting for the schedule time.
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Screen Details:

Routing and Escalation details

This tab is:

 enabled only when the Process step is non automated and Advanced check box is enabled in the main screen.

 used for setting up Routing and Escalation logic in the system.

 available only for Sales, CampTgt and Support category.

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Process Automation

The routing is mapped to a specific user or a group. Alternatively, it is possible to map the routing logic to be used for
arriving at the user or group for process step assignment and transfer. There is also a facility provided to specify back
up routing logic in case of non compliance with any of the following,

 Routing matrix.

 Manual assignment.

 Transfer of process step to a user or a group.

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Note:
For deployment of Automatic Routing and Escalation logic, the Routing and Escalation matrix must be configured
for the relevant type.

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Refer Routing and Escalation for more details.

Field Description

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Assignment Routing Optional
Matrix
Drop-down

Transfer Routing Matrix Optional

Drop-down
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Select the routing matrix logic from the list of values to be used for Assignment.

Select the routing matrix logic from the list of values to be used for transfer.
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Assign/Transfer Optional
Drop-down
Select the appropriate value from the list of values to indicate if the process is intended to be
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assigned or transferred
1. The drop-down in the above fields lists all the valid matrices created for the
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Category Type specified in the Process definition main screen.

2. This is required only if the bank wants automatic routing logic for assignment
and transfer of opportunity or incident.
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Escalation Matrix Select the escalation matrix logic to be applied for this process step.
The escalation matrix logic is applied if escalations by e-mail is required based on TAT and
number of assignments and transfers within a process step.
Note:
1. TAT for process step is specified in this tab.
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2. Number of transfers allowed is configured through CRM Admin function.

3. Rules for escalation is configured in the escalation matrix.
Better Location set up

Better location can be a direct location, derived location at a level specified, or a custom location where the customization logic
decides on the better location for routing.

Change Location Optional

Select the check box to indicate whether changing of location is required for routing logic. This
is applicable only when the Routing matrix is used for assignment and transfer.
If checked, it enables the user to type the values for the following fields.

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Process Automation

Better Location Optional

Drop-down
Select a specific location for better location computation from the list of values.

Better Location type Optional

Drop-down
Select the better location type from the list of values.

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Level Optional
Drop-down
Select the business centre group level from the list of values.

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Wait time Optional
Type the time to be computed for better location logic.

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Note:
Once the entity for better location is identified from the selected location and the
better location, the entity is assigned to a location which has the earliest due date.

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The option Level can be configured for all the options except the Direct option. If the Business
center selected is at the lower level than the level specified in the routing rule, then the entity
is routed to the corresponding business center at the specified level. This can be derived from
the relationship maintained between the business centers.
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If the level specified in the rule is lesser than the level of the selected business center then the
entity remains in the selected business center.
The better location logic is used only when the wait time to start the process step is greater
than the wait time specified here in the process step.
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Back up Routing Logic

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The back up routing logic is validated when the assigned Routing logic is not run for any reason. Also, the Back up routing logic
can be specified when Automatic Routing matrix logic is not deployed for a process step.
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Transfer to Optional
Rep/Group/DSA/Business
Centre Drop-down
Select the Rep/Group/DSA/ Business Centre to whom the step should be transferred from the
list of values.
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Assign to Business Optional

Centre /Group
Drop-down
Select the Group/Business centre to whom the current step has should be assigned from the
list of values.

TAT Optional
Drop-down
Select the turn around time from the list of values for the process step to be defined based on
the SLA parameters. For this, SLA set up has to be available.

SLA 1-5 Optional

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Process Automation

Drop-down
5 levels of SLA can be defined in the system
Note:
SLA Set up is done through Administration > Data Categories > Category Type > SLA.
SLA 1 is the least and SLA5 is the optimal. For example, if the TAT for SLA1 is 5 days, TAT for
SLA 5 (20 % of normal TAT) could be 1 day.
For SLA 1 the TAT duration has to be specified. The value can be in specified units viz., minutes,

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hours, days, week or month.
For SLA2 to SLA5 it is possible to specify the absolute values or compute the same based on set
up done for SLAs.

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The SLA mapping to entities are maintained in CIF > Psychographic Details
This process is handled for each of the process step.
Note:

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There must be at least one Step for which the next step is a Stop in the process.
Multiple process steps can point to a single step.
There can be multiple steps for which the next step is a Stop.

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Process Automation

Campaign Targets

Use this option to set the parameters for the templates to be used for the campaign targets. This tab is enabled only
when the process category selected as “CampTgt”.

Screen Details:

Field Details

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CIF Template Key Optional
Drop-down

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Select the CIF template key which has to be used for the CIF entities for this process steps
from the list of values.
Note:

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The drop-down values are created using data categories with category type
camp_tmpl_key.

User Field1: Optional

Ext. Target Template

Key:
Optional
Drop-down
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Type the description for the CIF template.
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Select the external target template key which has to be used for the external targets from
the list of values.
Note:
The drop-down values are created using data categories with category type
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camp_tmpl_key.

User Field2: Optional

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Type the description for the external target template.

Channel Optional
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Drop-down
Select the channel to be used for this step from the list of values.

Sensitive to Pause Mandatory

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Select the check box.

Default value: Unchecked
Note:
If this field is checked the specific step cannot be executed when the campaign is
paused.

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Process Automation

Process Copy

Use this option to copy a process. This avoids repetition of tasks. You can use this when you
want to make limited changes to an existing process. To create another process, it is advisable to
copy the process and make necessary modifications.

 Select Automation in the FUNCTIONS menu

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 Select Process Automation

 Select Open

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 Select Process name from the drop-down

 Select OK

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 The Process Automation screen is displayed.

 Select Copy function from the process File menu


Copy process dialogue screen is displayed

The process name that has been selected for copy is displayed
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Specify a new process name

 Select OK to save the new copied process

 Select Cancel to cancel the copy process without saving changes

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Refer Process Setup for screen details and other information.

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Process Automation

Process Edit

Use this option to edit an existing process. The existing process can be edited subject to the
conditions:

1. The process status is disabled.

2. The process is not mapped to any entity in a status other than closed.

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 Select Automation in the FUNCTIONS menu

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Select Process Automation

 Select Open

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 Select Process name from the drop-down which gives the list of all the Processes that exist.

 Select OK


The Process Automation screen is displayed.

Select Save to save the process after modification

Screen Details:
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C
Note:
This screen is similar to the main screen of Process Setup.
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Select the row from the Step key and Step name panel appearing on the left panel of the display
screen.
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The corresponding details are displayed in the right panel for user modification.
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Refer Process Setup for screen details.

Process Name is non editable.

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Process Automation

Process Status Change

After completing the validation, you must change the Process status to Enabled for process deployment.

 Select Automation in the FUNCTIONS menu

 Select Process Automation

 Select Open

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 Select Category from the drop-down and click OK

 Select Process name from the drop-down of existing processes

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 The Process is displayed

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What you can do:

1 Type valid data in the fields.

2 Click Save to save the changes.

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Refer Screen Details table for details on the fields and their attributes.
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Screen Details:

Field Details

Process Status Mandatory

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Drop-down
Default value is disabled.
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Select the value Enabled.

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Note:
1. The system checks whether the process is validated or not. The validation is mandatory for a status
change.
2. You cannot change the process status to be disabled, if any entity in status other than closed is already
mapped to the selected process.
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Process Automation

Process Validation

After saving the process, it is necessary to validate the process to check for the following:

1. If there are any process steps which are not referred in the process.

2. If there are any process step mapping which results in an endless loop.

 Select Automation in the FUNCTIONS menu

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 Select Process Automation

 Select Open

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 Select Category from the drop-down and click OK

 Select Process name from the drop-down of existing processes

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 The Process is displayed

 Select Validate to save the validate status

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The system displays the validation results, if any and seeks user confirmation.

After user's confirmation, the process status is updated as Validated.

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Note:
This status is internal and not a display field.
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Process Automation

Process

The process to be used across modules is configured through Process Definition module. The processes so created
can be viewed or edited through this function.

Note:
It is not possible to edit a process which is mapped to an entity which is in open status.

 Select Administration in the FUNCTIONS menu

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 Select Processes

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What you can do:

1. Type valid data in the fields.

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Refer Screen Details table for details on the fields and their attributes.

2. Click Search to search for the processes.

Screen Details:

Field Details
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Process Name Optional
Drop-down
Select the process name from the list of values.
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Representative Assigned Optional

for Step
Drop-down
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Select the representative from the list of values.

Note:
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Select the Rep from the drop down for listing the processes for which current step of
the process is assigned to the selected Rep.

Process Type Optional

Drop-down
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Select the process type from the list of values.

For example: CIF, General, Marketing, Sales and Support.

Is Advanced Optional
Drop-down
Select the indicator from the list of values.
Valid Values:
Y - Yes
N - No
Note:
This is to indicate listing of processes which has been defined as 'Advanced' Process.

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Process Automation

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Process Automation

Process- Search

The system displays the Process details screen which comply with the Search criteria specified above.

Screen Details :

Field Details

Process Name Displays the process name.

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Process Type Displays the module name
For example: CIF, General, Marketing, Sales and Support.

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Is Advanced Displays the value Y or N depending upon whether the process is automated or not.

User can select any of the records from the display list and right-click to view:

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 View Audit Trial – To view the audit details of modifications.

Note:
Edit Process

Edit process is allowed only for the process which is not in use.
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Refer Process Setup for screen details section for validations of the labels.
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Process Automation

List of Abbreviations

The list of abbreviations used in the manual:

BO Business Object

CIF Customer Information File

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DSA Direct Selling Agent

DSR Debt Service Ratio

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EI Equated Installment

SLA Service Level Agreement..

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TAT Turn Around Time - The time specified for completion of process or process step.

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Process Automation

Process Deployment

The processes that are created can be mapped to the respective entities for process management.

The process that must be used for CIF Entity management and Opportunity management can be configured through
the Selector Setup. The user can override the setup during:

 CIF Entity creation and Edit Entity

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 Opportunity creation

The selector setup is done through Administration>General Setups>Selector

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Refer Selector in Origination for setup detail.

Note:

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In case the user changes the defaulted process during opportunity creation, the same is logged as deviation and
separate configuration is made for approval of such deviations by the delegated groups.

The process to be mapped for request handling can vary depending on the request type. Also it can vary with

configuration.
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request, complaint and query and SLA attributes of the CIF Entity. The same is mapped through request control

The support related process is mapped to the service request type through Administration > Request Control
setup.
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Refer Module Specific Setup in Support for more details.
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Process Automation

Glossary

R
Re Run: Repetition of the same automated process step execution
Recompute: Re computation of the value of the process step which may be required on account
of roll back

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Rollback: Moving back to an already completed step for re execution

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V
Validate: To check whether the process has any steps which are not referred by any step as also
the process remaining in a never ending loop

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Process Automation

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