Support Guide

Empower Your Team, Optimize Your Work

Getting Started

1. How can I create a new digital process in EFIMAN?

To create a new digital process in EFIMAN, go to the Digital Process Builder section. You can choose an existing base form, modify an existing one to suit your specific needs, or select „Create Custom Form“ to build one from scratch. In all cases, you can tailor the questions to gather the specific information needed for your process. Once configured, simply save and activate the process. You’re then ready to receive entries from users—just share the link or QR code in the welcome email, and you’re all set!

Please see Video for more information.

2. Can I customize forms to fit my specific business requirements?

Yes, EFIMAN’s Digital Process Builder allows you to fully customize forms and templates. You can add, remove, or modify fields to capture the exact information your process requires. You can also tailor forms to align with the specific workflows and data collection needs of different departments, creating a flexible and personalized digital solution.

Please see Video for more information

3. How can I publish a process for my users to access and use?

To publish a process for users to access and use, first ensure the form is fully configured in the Process Builder and then activate it in the Digital Process Builder. Once activated, you can distribute the process link or QR code, enabling easy user access. Share the link or QR code in a welcome email or within the user data section of the EFIMAN Admin Center Platform. When users open the link or scan the QR code, they’ll be directed to the EFIMAN app, where they can submit entries directly into the process, making it available for immediate use.

Receive Submissions from your users (clients or employees)

4. How do users submit requests through EFIMAN?

By accessing the EFIMAN App through the link or QR code provided by the company administrator, users can directly open the tailored form for the specific company process. Users simply fill out the requested information in the form, and upon completion, a process entry is created and submitted to the platform. The user will then receive a unique entry or request number for future reference.

5. What types of requests can be submitted using the EFIMAN App?

The types of requests available depend on the process form customized by the company administrator to fit specific business needs. These can include a wide variety of requests, issues, incidents, submissions, or tickets, depending on the use case.

6. Do users need to log in to submit a case using the EFIMAN App Form?

Users can submit cases either by logging in or anonymously. For logged-in access, the company administrator must create a user account for them. If submitting anonymously, users can simply follow the link provided by the company administrator or access the form by scanning the QR code.

7. Can clients track the status of their requests?

Yes, users can submit requests either anonymously or while logged in. For logged-in access, the company administrator must create a user account for them. Logged-in users can track all their submitted entries, while anonymous users can track their tickets by entering the ticket number and the name provided in the entry.

8. How do clients add attachments to their reports?

If company administrators include an attachment option in the form, users can add files or images to their submissions. Note that this feature is not available with EFIMAN’s free license version. To enable this feature in a full license or trial version, please contact us at info@efiman.de

Manage and Track your Process

9. Where can I view data from submitted forms?

To view data from submitted forms, go to the Entry Management section and select Overview in the EFIMAN Admin Center. Here, you’ll find a summary of all submissions organized by creation date, with options to filter or sort entries by status, priority, and processing time. From this overview, you can access a detailed view of each individual entry, making it easy to monitor and manage each process entry effectively.

10. How do I receive notifications about process updates and assignments?

EFIMAN’s current MVP supports only email notifications. By default, all notifications are enabled for the company administrator (the first user created). However, these notifications can be customized according to your preferences.

11. Can I customize my notification settings?

Yes, in the Entry Management section under Notification Settings, authorized users can enable or disable each type of notification. You can also specify which users will receive the enabled notifications by adding or removing any user previously created on the platform.

12. What types of notifications can EFIMAN send?

In the current MVP version, EFIMAN can send the following notification types:

  • Status Update: Closed
    Notification when the status of an entry is updated to „closed.“
  • Priority Update
    Notification when the priority of an entry is updated.
  • Status Update: In Progress
    Notification when the status of an entry is updated to „in progress.“
  • Assigned User Update
    Notification when the assigned user of an entry is updated.
  • Status Update: Solved
    Notification when the status of an entry is updated to „solved.“
  • Status Update: Pending
    Notification when the status of an entry is updated to „pending.“
  • Entry Creation
    Notification when a new entry is created.
  • Entry Estimated Due Date Update
    Notification when the estimated due date of an entry is updated.

Control Access to your Process Data

13. How can I control who has access to specific data in EFIMAN?

Access control is implemented based on the roles assigned to users. Each role has specific permissions and restrictions set, defining which features and sections of the platform the user can access. Additionally, custom roles can be created to further tailor access control, allowing or restricting access according to your business needs.

EFIMAN offers 3 base roles:

  • Administrator: Complete access and control over the platform.
  • Supervisor: Designed for managing and tracking process entries.
  • Employee: Limited to submitting entries through the app only.
14. What permissions can be assigned to different roles?

Here are the main permissions that can be assigned to roles in EFIMAN:

  • Admin Center Access
    Allows users to log into the Admin Center.
  • User and Role Management
    • View the user roles management section.
    • Access all features in the user roles management section, including creating, reading, and deleting roles.
  • Ticket Management
    • View the ticket overview menu.
    • Access all features of the ticket overview, including creating, reading, and deleting tickets.
    • View the ticket worksheet icon.
    • Access all features of the ticket worksheet.
    • View ticket details button.
    • View the button to assign a user to a ticket.
    • View the button to change ticket status.
    • View the button to change ticket priority.
    • View the button to add manual history entries.
  • Notifications
    • View the notifications settings menu.
    • Access all features of notification settings, including creating, reading, and deleting notification preferences.
    • View buttons to enable or disable notifications.
    • Toggle notification settings on or off.
    • View the button to manage notification recipients.
    • Update the list of notification recipients.
  • Customization
    • View the customization layer form selection.
    • Access the customization layer form selection.
    • View currently active forms.
    • View inactive forms.
    • View action buttons in available forms.
    • View the option to create a new form.
    • Access the new form creation tool.
  • Mobile App
    Allows users to log into the mobile app.
15. How do I add or modify user roles and permissions?

To add or modify user roles and permissions, go to User Management, where you can create new users and assign roles, or change roles for existing users. Then, in Role Management, you can enable or disable specific permissions for the roles, or create new roles with customized permissions tailored to your needs.

Managing Languages in EFIMAN

16. What languages are available in EFIMAN?

EFIMAN supports three languages: English, Spanish, and German.

17. Can I change the language in EFIMAN?

EFIMAN is available in English, Spanish, and German. During the company registration process, you must select a default language that will be used for the Admin Center interface, notifications, and emails. However, the forms created in the Process Builder can support multiple languages. The base forms provided are available in all three languages, and when users fill out a form, they can choose their preferred language for the questions.

18. How can I enable or disable certain languages for my users?

The EFIMAN user interface will display in the default language selected during company registration. However, when setting up forms in the Process Builder section, company administrators can choose which languages to offer for the forms. Administrators can enable or disable specific languages for each custom form, allowing them to tailor the language options available to users when filling out forms.

Additional Features and Support

19. Where can I access platform insights and statistics?

In the EFIMAN MVP, basic statistics and insights are available in the Dashboard section, which is the main page when you enter the Admin Center. The Dashboard displays a card with the latest received entry and pie charts showing the status of entries—both active and completed. Additionally, insight cards are available to highlight entries that require attention, such as those pending action or requiring urgent follow-up.

20. Can I track critical cases with high priority or pending status?

Yes, you can easily track critical cases. In addition to receiving email notifications for updates, the Dashboard also displays four cards that highlight key entries:

  • Unassigned entries, entries received which does not have assigned user.
  • Pending Entries
  • Stale Entries (those Estimation resolution date yet due)
  • High Priority Entries

These cards help users quickly identify and focus on critical cases that need attention.

21. Do you offer solutions for large companies or on-premises deployment?

Yes, we can provide an on-premises deployment of EFIMAN for large companies. If your organization requires this, we can deploy EFIMAN on a server provided by you. Please contact us for a custom quote and to receive the necessary technical requirements.

22. Can I integrate the platform with other systems?

While EFIMAN MVP does not yet support integrations with other platforms, we can quickly deploy custom integrations through web services or other methods upon request. In our development roadmap, we plan to implement an integration hub to support common integration needs for our customers.

23. What should I do if I have more questions or need further assistance?

If you have additional questions or need help, you can access the Help Center within the EFIMAN Admin Center. Here, you’ll find:

  • Help Material: Visit EFIMAN Help Center for guides and support.
  • Report an Issue: Submit any issues via this link.
  • Contact Us: For further inquiries, send an email to info@efiman.de.