The Expert Management feature enables a streamlined consultations with subject matter experts, giving campaign managers and/or other decision makers the ability to gather insights and other relevant information in order to get to the right conclusions/decisions.
The expert management feature is part pf our template, but since we acknowledge there are varied methods to reach out experts across the organization, as well as the what information needed to be collected from them, there are vast configuration capabilities in order to make sure its aligned with the needs of our customers.
Below is a detailed guide on how to configure the expert management feature:
- 1. What question should the expert be asked?
i.e. Configuring the form that the state owners should fill when asking for an expert review. - How to Change the Default Due Date?
- What information should the expert be requested to provide?
i.e. Configuring the form that the expert should fill - Adding more states to the workflow.
- Defining the notifications to the expert and/or other roles that are involved in the process.
- Customizing the Display of Expertise info within the idea page.
To start go to: Settings > Features (<site url>/self-admin/sys-components/features/) and then select Expert Management.
You will get to this page:
1. What question should the expert be asked?
i.e. Configuring the form that the state owners should fill when asking for an expert review.
Configuring the form that state owners should complete when submitting a new expert review request to an expert, such is crucial for providing internal context and clarity.
The fields that are included in the form can help to understand the context of the request and clarify expectations.
To customize the form, follow these steps:
- Select the Submission Form option.
- In the Submission Form, you can add or remove fields according to your needs.
- Default fields include options like Question to Expert, Expert User, and Due Date.
- To add new fields, simply click on "Add a New Field"
2. How to Change the Default Due Date?
The feature settings include a default due date. The default due date will automatically be set to 1 week from the current date.
If needed, you can easily modify the due date from the subsystem setting > workflow > features > Expert Management.
This setting is located on the subsystem level, since it makes sense that different subsystems/use cases will require different default settings based on content and complexity.
3. What information should the expert be requested to provide?
i.e. Configuring the form that the expert should fill
Configuring the form that the expert should fill is important because it allows you to gather more specific and structured information directly from them.
To add more fields for the expert to fill out:
Go to Expert Management setting page, and select the Submission Form option, and then navigate to the "Review Ready" state and click on the "Prerequisite Fields" icon.
From there, you can add new fields as needed.
This is how the expert will see the task, including all the fields they are required to complete:
4. Adding more states to the workflow
More states can be easily added to the workflow, in case needed to reflect further moderation or approval gates.
Go to Expert Management setting page, and select the Workflow option.
Then click "Add a State".
5. Defining the notifications to the expert and/or other roles that are involved in the process
Like in every process that involves multiple people, may time we need to make sure things are happening as expected, and that the process is as efficient a it can be.
The purpose of the notifications is to ensure that the expert is notified and encouraged to respond promptly, and let other stakeholders know once the expert has completed his/her task, or if needed alert that he/she didn't
Notifications can be sent on every state change OR every state owner change (for example when a new expert was assigned to replace to existing expert).
If you'd like to remind the expert to answer a question directed to them based on one of these triggers:
- After a X days without a response OR
- Before/After X days from the due date
To do this, go to the Workflow of the feature and click on the mail icon in the relevant state. For example the "Review Pending" state:
Next, click on "Add a new E-mail/Notification" and customize your email.
First select the email type, and the fill the other parameters.
For example, when selecting the reminder type, you need to specify exactly when the reminder should be sent + what should be the subject and body of the notification.
Consider creating a series of reminders, and if needed, add other stakeholder on cc/bcc for escalation.
6. Customizing the Display of Expertise info within the idea page
If you'd like to modify the display, by adding more columns or making other adjustments, please contact your CSM.