Customer Support Workflow

This example demonstrates how to create a simple customer support workflow using WowLang. It includes tasks such as handling customer inquiries, resolving issues, and providing support.

Workflow Definition

playbook "Customer Support Process" {
    description: "Standard workflow for handling customer support tickets"
    purpose: "Ensure consistent and high-quality customer support"
    thumbnail: "assets/images/support.jpg"
    
    phase "Initial Response" {
        description: "First contact and issue assessment"
        
        session "Ticket Triage" {
            description: "Initial ticket review and categorization"
            suggestedDuration: 30
            
            beforeSession {
                activity {
                    name: "Ticket Queue Check"
                    description: "Review incoming support tickets"
                    type: "information"
                    required: true
                    duration: 5
                }
            }
            
            activities {
                activity {
                    name: "Priority Assessment"
                    description: "Evaluate ticket urgency and impact"
                    duration: 10
                    tool {
                        name: "Support Desk"
                        description: "Ticket management system"
                    }
                }
                
                activity {
                    name: "Initial Response"
                    description: "Send acknowledgment and ETA"
                    duration: 15
                    tool {
                        name: "Response Templates"
                        description: "Standard response library"
                    }
                }
            }
        }
    }
    
    phase "Investigation" {
        description: "Problem analysis and solution research"
        
        session "Issue Analysis" {
            description: "Deep dive into reported problem"
            suggestedDuration: 60
            
            activities {
                activity {
                    name: "Problem Reproduction"
                    description: "Attempt to reproduce reported issue"
                    duration: 20
                }
                
                activity {
                    name: "Knowledge Base Search"
                    description: "Check existing solutions"
                    duration: 20
                    tool {
                        name: "Internal Wiki"
                        description: "Knowledge management system"
                    }
                }
                
                activity {
                    name: "Solution Development"
                    description: "Create or identify solution"
                    duration: 20
                }
            }
            
            afterSession {
                activity {
                    name: "Investigation Notes"
                    description: "Document findings and solution"
                    type: "summary"
                    required: true
                    format: "document"
                    duration: 10
                }
            }
        }
    }
    
    phase "Resolution" {
        description: "Implementing and communicating solution"
        
        session "Solution Delivery" {
            description: "Provide solution to customer"
            suggestedDuration: 45
            
            activities {
                activity {
                    name: "Solution Implementation"
                    description: "Apply or communicate solution"
                    duration: 20
                    tool {
                        name: "Support Desk"
                        description: "Ticket management system"
                    }
                }
                
                activity {
                    name: "Solution Verification"
                    description: "Confirm issue resolution"
                    duration: 15
                }
            }
            
            afterSession {
                activity {
                    name: "Customer Satisfaction Survey"
                    description: "Send CSAT survey"
                    type: "feedback"
                    required: true
                    format: "form"
                    duration: 5
                }
            }
        }
    }
    
    phase "Follow-up" {
        description: "Post-resolution activities"
        
        session "Case Review" {
            description: "Review case and identify improvements"
            suggestedDuration: 30
            
            activities {
                activity {
                    name: "Knowledge Base Update"
                    description: "Document new solution if needed"
                    duration: 15
                    tool {
                        name: "Internal Wiki"
                        description: "Knowledge management system"
                    }
                }
                
                activity {
                    name: "Process Review"
                    description: "Identify potential improvements"
                    duration: 15
                }
            }
            
            afterSession {
                activity {
                    name: "Case Closure"
                    description: "Complete final documentation"
                    type: "summary"
                    required: true
                    format: "checklist"
                    duration: 10
                }
            }
        }
    }
}