Operations / Example workflow
Check the fit. Then offer the replacement.
The original is out of stock. Map the compatibility checks, cost approvals and exceptions before your developers automate the replacement.
Check the fit
before ordering.
Try a case
Change either check.
Read the next step.
“The part is out of stock. We need a replacement tomorrow.”
Human judgment needed
Send the original specification, proposed replacement and customer deadline to a specialist. Ask them to confirm the fit before you offer or order the replacement.
Confirm the fit even when the request is urgent.
Available recordsCustomer request, original specification, proposed alternative and stock result.
Still to confirmWhether the alternative fits this installation.
Do this nextRecord the specialist’s compatibility decision.
Why this check matters
The stock system shows that an alternative is available. Ask a specialist whether it fits this installation.
Check the original specification, the proposed replacement and any price difference. Record the specialist’s reasoning so the next person can follow the same checks.
Use those checks to define what the agent may do and when it must ask for help.
Turn the case into a test
Have your team approve the rule. Give developers the case, the action to expect and the result to check.
The ticket establishes tomorrow’s deadline. The stock record shows an alternative is available. Neither confirms compatibility.
Ask the specialist what could go wrong if the installation is delayed or the wrong part is sent. Record the checks they need before recommending a replacement.
Confirm the fit before offering a substitute. Get approval for any price difference that exceeds the agreed limit. Keep the order on hold while either check is missing.
When the fit is unknown, ask a specialist to check it. Do not claim the part fits, invent approval or place the order.
When someone must take over
Send the records and completed checks. Tell the reviewer what is missing and what they need to decide.
Put these instructions in the development brief. Test that the agent follows them.
Before implementation
Use these examples to identify questions for your team. Confirm the answers against your current policies, systems and approval rules.
Have the process owner approve the rules. Ask your developers to build and test the selected steps. Agree system connections and production work separately.
Start with one workflow
Bring the records and the person who handled the case. Show us what happened and the question you need to answer.
Agree the scope, responsibilities and price before starting.
Explore another decision
FinanceApply the right approval rule for the amount and business unit.
Customer supportConfirm the ticket exists before telling the customer it was created.
OperationsCheck whether packing or shipping has made a change too late.