How to process a Body Type Quiz Work Item?

Overview 

When a person takes the Body Type quiz in https://www.drberg.com/body-type-quiz, there will be quiz record added to main Dr Berg Website. The CRM will load these records into the application as Body Type Quiz Work Items (Work Item Type = Body Type Quiz, Work Item Category = Quiz Result Consultations) and assign to the Dr. Berg Advisors so that they can follow up with the person on their quiz results and for further consultation. 

Design

Sample

Following information is available in Reference tab of Body Type Quiz Work Item:

1. General info:
   - Email address and the Date Time the Contact takes the Quiz. Click on the email would open send email view in Work Item's Action tab, default recipient to be that email address for quickly generate a reply to the contact.
   - Quiz Result: final body type result with link to the explanation video of Dr Berg associated with such Body Type

2. Quiz details info: showing the detailed answers of the Contact to each of the questions in the quiz.

3. User details: related contact details provided by the quiz taker when submitting the quiz.

Proposed Process

1. The Body Type Quiz Work Items are created in the CRM through a scheduled process, which runs every 15 minutes to check the Dr Berg main Website to load a maximum of 50 quiz records at a time. These Work Items will then be assigned to the Dr. Berg Advisors (round robin logic to distribute the Work Items to the Consultants as evenly as possible).

2. The Consultant will then find the notification for this in their Inbox. If the Quiz's user info matches a CRM Contact, then the Work Item will be added to such Contact. Otherwise, the system will use available Contact information from the Work Item to create the Contact, assign to a Rep (round robin logic) and add the Work Item to such Contact. In both cases, the Work Item would then appear in Inbox/Unread section.

3. Newly created Work Item will be in NEW Status. The Consultant can review the Quiz reference information in WORK ITEM tab of the related Contact's Detail page.

4. The Consultant can change Work Item Status to IN PROGRESS when start working on the Work Item (sending follow-up email/ call, etc.) 

5. The Consultant can change the Status to PENDING if expecting reply from the Contact.

6. If the Contact is pleased with the consultation and does not have further request, the Consultant can update the Status to RESOLVED.  

5. If there is product purchase request, the Consultant can change the Status to SELLING for following up with this request. As Order is created for this, the Consultant can change the Work Item Status to SOLD, indicating the result of such Work Item. 

6. If there is no reply/ feedback from Contact for a long time, the Consultant can change the Work Item Status to CLOSED then (assuming the contact has no interest in the quiz result or further consultation) .

NOTE: this is just a proposed flow to process the Body Type Quiz Work Item, depending on the specific situation, the Rep can alter/ adjust this process to suit the practical working case.