How to address Self-Service model with Appian

sameerk over 11 years ago

We are new to Appian. We just installed Appian 7.3 along with the reference application. The reference application is great and we are able to see a full end-to-end process. However, it seems that the reference application doesn't address a Self-Service model for a customer to enter an order. Can someone help with the following questions:
1. For a Self Service model, would the end-user log into the Tempo interface or the Portal interface?
2. How would we guide the self-service user through a specific set of steps to place an order?
3. We noticed that the data for customers is in a customers data source. It is not the same as the records found in the People tab in the designer. So then in a Self-Service model, how would we perform tasks such as user administration? Or for that matter have the end-user of the Self Service portal log in?
Any help in understanding this will be appreciated.
Thanks
Sam....

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0 Jed Fonner
Appian Employee
over 11 years ago

Hi Sameer,

For a self service mode, we'd still recommend users log into the Tempo interface in order to ensure cross-browser compatibility and mobile access. A brief training to the customers to go the Actions tab is all that is needed to direct them to start a process. Once the process is started, the forms themselves can guide the user through the steps needed to place an order.

In the case of the Ref App, Customers are a business concept distinct from user accounts or groups that show up in the People tab of the designer. What did you mean by user administration? Is an admin going to move people in and out of customer groups? Or did you want to allow users to specify which customers they work for (doubtful). Or somewhere in between - did you want customers to be able to define a manager per account that can pick other users who belong to their organization? I list all these different approaches to highlight that you can do many different things, but the solution to all of them is a process-based application that you design for your specific needs.
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0 Jed Fonner
Appian Employee
over 11 years ago

Hi Sameer,

For a self service mode, we'd still recommend users log into the Tempo interface in order to ensure cross-browser compatibility and mobile access. A brief training to the customers to go the Actions tab is all that is needed to direct them to start a process. Once the process is started, the forms themselves can guide the user through the steps needed to place an order.

In the case of the Ref App, Customers are a business concept distinct from user accounts or groups that show up in the People tab of the designer. What did you mean by user administration? Is an admin going to move people in and out of customer groups? Or did you want to allow users to specify which customers they work for (doubtful). Or somewhere in between - did you want customers to be able to define a manager per account that can pick other users who belong to their organization? I list all these different approaches to highlight that you can do many different things, but the solution to all of them is a process-based application that you design for your specific needs.
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