Lab Guide - End-to-End Scenario

IBM Cloud Pak for Business Automation
Demos and Labs 2024
End to End Demo for Cloud Pak for Business

Automation Using Client Onboarding Scenario
v1.0.2 for Cloud Pak for Business Automation 23.0.2
Olaf Hahnl, Ph.D.

Olaf.Hahnl@de.ibm.com
Swapnil Agrawal
aswapnil@ca.ibm.com
JAM 2021
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CP4BA Demos and Labs 2024 Page 2 of 44

Table of Contents
1 Introduction ........................................................................................................................ 4
1.1 Cloud Pak for Business Automation.............................................................................................4
1.2 Business Scenario ........................................................................................................................5
1.3 Lab Setup Instructions .................................................................................................................7
2 Exercise: Onboarding a Client with Low Confidence Level (Manual Intervention) ................... 8
2.1 Introduction..................................................................................................................................8
2.2 Exercise Instructions ...................................................................................................................8
2.2.1 Taking the call from Legacy Consulting and collecting base information ............................8
2.2.2 Verifying required documents and submitting the onboarding request............................ 13
2.2.3 Onboarding request confirmation page ............................................................................. 15
2.2.4 Checking the automatic email to Legacy Consulting & Uploading Utility Bill .................... 15
2.2.5 Checking the automatic email to Legacy Consulting & Uploading a second Utility Bill .... 17
2.2.1 Checking the automatic email to Legacy Consulting about manual handling ................... 18
2.2.2 Checking the Review Client Onboarding Request task for the Account Mgr ..................... 18
2.2.3 Checking the automatic email to Legacy Consulting about onboarding rejection ............ 23
2.2.4 Checking the Client Rep notification about rejected onboarding ...................................... 23
2.2.5 Review of Stages Performed Automatically ....................................................................... 25
3 Exercise: Onboarding a Client with High Confidence Level (Fully Automated) ...................... 28
3.1 Introduction............................................................................................................................... 28
3.2 Exercise Instructions ................................................................................................................ 28
3.2.1 Taking the call from Automation Elite Inc. and collecting base information .................... 28
3.2.2 Verifying required documents and submitting the onboarding request............................ 31
3.2.3 Onboarding request confirmation page ............................................................................. 34
3.2.4 Checking the automatic email to Automation Elite Inc. .................................................... 34
3.2.5 Checking the Client Rep notification about automated onboarding .................................. 35
3.2.6 Review of Stages Performed Automatically ....................................................................... 38
4 Exercise: Explore the Business Performance Center Dashboard .......................................... 41
4.1 Introduction............................................................................................................................... 41
4.2 Exercise Instructions ................................................................................................................ 41
5 Outlook ............................................................................................................................. 44

1 Introduction
This lab is based on the use case of a simplified version of a Client Onboarding solution as part of
Focus Corp.’s service business. Although intended to be realistic, it is fictitious, simplified and is
meant to showcase key aspects of the Cloud Pak for Business Automation in an easy and quick way.
This scenario highlights selected business functions and technical integration points across the Cloud
Pak for Business Automation. It showcases how combining these platform capabilities can be used to
build an end-to-end business solution that helps to digitize all aspects of business operations.
This lab focuses on the business user experience executing a client onboarding from start to finish, not
developing the solution itself.
1.1 Cloud Pak for Business Automation

IBM Cloud Pak for Business Automation is a set of integrated market-leading software, running on top
of Red Hat OpenShift designed to help you solve your toughest operational challenges. It can be
deployed on-premises, on the cloud, or in a hybrid way.
With AI-generated recommendations, analytics to measure impact, and business-friendly low-code
tooling, IBM Cloud Pak for Business Automation helps customers to significantly reduce the amount of
time spent on manual processes. Specialized business automation capabilities — for content, decisions,
RPA, workflows, and document processing — are built on top of powerful automation services. Using
the process mining and operational intelligence capability, you can get insights into how your processes
run, visualize issues, pinpoint fixes, and prioritize actions.
A single business automation capability may contain multiple products. For example, Document
processing encompasses IBM Datacap and IBM Automation Document Processing and Decision
management encompasses IBM Operational Decision Manager and IBM Automation Decision Services.
IBM Robotic Process Automation while shown as part of Automation Foundation is directly featured in
the Cloud Pak for Business Automation. While the server part of IBM Robotic Process Automation is
containerized, and can therefore run on OpenShift, it is one of the few capabilities that requires
Windows. Both for the authoring environment and for executing the bots.
The products are integrated in many ways. Automation Services and an Automation Service catalog,
APIs and reusable UI libraries are the core ones. Currently Workflow and Automation Decision Services
from the Decision capability can publish automation services while Automation Application Designer
and Workflow can consume automation services. Automation services allow discovery and usage of
services within the Cloud Pak without the need to consider technical aspects like offering product,
protocols, authentication/authorization etc. This makes them especially suitable to no-code
consumption through business users.
Figure 1: Marchitecture of the IBM Cloud Pak for Business Automation

1.2 Business Scenario
The overall Client Onboarding solution consists of a multi-page front-office intake app and a workflow
that orchestrates all back-office activities (both automatic and system ones) to either onboard the
client or reject their onboarding request.
The client representative initially works with the Client Onboarding app. This app has been created by
the business using the low-code IBM Automation Application Designer. It leverages services created by
IT in the other capabilities of the platform.
When a client calls, the client representative collects all required information about the client and the
services the client wants to subscribe to before they submit the onboarding request to the back-office
part of the solution. While the app can be used by multiple client representatives at the same time,
each of them completes their own onboarding request independently.
Figure 2: High-Level Client Onboarding Application Architecture
Figure 2 in the upper half gives a high-level overview of the three pages of the intake app designed
using IBM Automation Application Designer and the purpose of the pages. The lower half depicts how
the pages interact with other capabilities of the Cloud Pak for Business Automation to fulfil their
purposes.
1. On the first page, the client representative can manually enter all client onboarding information
or lookup the information for a known client. For the lookup the Automation Application calls
out to Workflow. Additionally, once services to be onboarded have been selected, the fee for
these services and potential upsell services are determined by calling out to Decisions. The red
icon indicates that this place utilizes AI-Powered/Intelligent Automation with prescriptive rules
and potentially predictive ML models that may be hosted on an external machine learning
server.
2. On the second page, the client representative can review the documents that are already
available for the client and change the status for those required for the onboarding request. For
this the app uses Content capabilities.
3. On the third page, a message is displayed that confirms the successful submission of the
onboarding request and incudes a reference ID that is associated to that request. The
submission of the onboarding request triggers the back-office workflow in Workflow.

Depending on various factors the back-office workflow using the Workflow capability may involve the
client, an account manager, and/or the client representative.
Figure 3: High-Level Client Onboarding Back-Office Solution Architecture
Figure 3 depicts that Workflow orchestrates various activities, both human-driven knowledge work and
system activities, to perform the actual client onboarding in the back-office. The Case capability in
Workflow is specifically suited as it supports semi-structured use-cases. The red icon symbolizes again
where AI-Powered/Intelligent Automation capabilities are applied. These are built into the respective
capability or can be provided by a potentially externally hosted machine model. Depending on the
circumstances of the onboarding request one or multiple of the activities are executed or skipped.
These activities are grouped into four stages:
1. The activities performed in the Document Review stage depend on the availability or non-
availability of documents required for the onboarding request. If all documents are available
and they have all been verified by the client representative, no activity is required, and the stage
is automatically completed. If documents are missing the client receives an email with
information about what documents are missing including a link to a web page to upload them.
Once a document is received the Capture capability is triggered to determine the type of
document and to extract the required data. IBM Automation Document Processing with its
advanced AI-infused features is used for this purpose. If the extracted data is as expected the
Workflow proceeds to the next stage. If not, the client receives another email with the details
giving them the opportunity to upload additional documents.
2. The first activity in the Scoreboarding stage uses rules and machine learning models from
Decisions to categorize the client into a segment 1 or segment 2 client (using prescriptive
rules), determines if the onboarding request is a low or high-risk request, and computes an
assessment confidence (both based on using a predictive model). If the confidence is equal or
higher than 80%, the decision to accept (low risk) or reject (high risk) the client onboarding
request is performed automatically. When the scoreboarding confidence is lower than 80%, a
second activity is assigned to an account manager who must manually assess the onboarding
request through a task in Workflow.
3. The third stage Backend Systems Update consists of an activity to update two legacy system
of records of Focus Corp. As these systems don’t have APIs available, an IBM Robotic Process
Automation (RPA) bot is utilized.
4. In the fourth and final stage, Notification, the client representative is informed of the
onboarding result for the onboarding request they have initiated using a task in Workflow which
completes the onboarding request.
Throughout the stages of the workflow the client is notified about status changes and activities needed
to be performed by them through email.

1.3 Lab Setup Instructions
1. Access the document that lists the available systems and URLs along with login instructions (for a
Tech Jam event these are provided at the bottom of the labs page in the GitHub associated with the
event).
For this lab, you will need to access the Client Onboarding Desktop, the Business Performance
Center, and Local Mail Client using the URLs provided.
2. Download the files Old Utility Bill - Legacy Consulting.pdf and Current Utility Bill - Legacy
Consulting.pdf from the Lab Data folder of the lab to your computer. The files will later be
uploaded as part of the first exercise which is to onboard Legacy Consulting.

2 Exercise: Onboarding a Client with Low Confidence Level
(Manual Intervention)
2.1 Introduction
In this exercise, Legacy Consulting wants to subscribe to two services from Focus Corp.’s healthcare
services.
You will first take the role of the client representative, a Focus Corp. employee, who is on the phone
with Legacy Consulting for this request. Initially, you collect all the required information. As part of that
you will notice that a utility bill is not on file for Legacy Consulting. It is required to validate the client
address. You will submit the onboarding request after letting the client know that they will receive an
email with upload instructions for the pending document.
Because of the missing utility bill, you will switch into the role of the client to upload it. You will
experience that uploading a utility bill with an outdated address will fail the validation resulting in an
additional email letting you know that fact. Uploading a more recent utility bill will pass the validation
and progress the internal processing of your onboarding request.
With all documents being present and having been validated, a scoreboarding activity will classify
Legacy Consulting as a Segment 2 client with a high-risk profile and an assessment confidence of less
than 80%. Under these circumstances, the request cannot be handled automatically and will require
manual handling by an account manager. The client is notified about this via email.
You will take over the role of the account manager to manually review the request. As the default risk is
too high, you will reject the onboarding request. The client will be informed via email as will be the
client representative via a notification task as they initiated the onboarded request.
This path through the onboarding scenario exemplifies that often for complex, high value, high risk
decisions or those where a machine generated decision has low confidence, knowledge workers need
to get involved and need to make the final decision. The decision made by a human can then be used to
further train the machine learning model so for future cases even more automation is possible.
2.2 Exercise Instructions

You will use the same user to perform all tasks even when assuming the different roles of Client
Representative, Client, and Account Manager. To remind you which role you currently perform, most
screens show an icon and label in the top right corner. In this flow the ones for the Client
Representative, the Client, and the Account Manager.
2.2.1 Taking the call from Legacy Consulting and collecting base information
Navigate to the Client Onboarding Desktop (see section 1.3 Lab Setup Instructions, item 1)
Select Enterprise LDAP in the Login in with dropdown on the Log in to IBM Cloud Pak page

Login with the username and password that has been assigned to you
As the Client Representative (see icon in the top right corner) explore the first page of the Client
Onboarding app
It provides means to search for an existing client by name, enter various information about the
client, a selector for the industry for which Focus Corp. offers services, a list of services the client
can sign up for, and the ability to calculate the services fee and upsell recommendations based on
the selection.
When you resize the browser window you will observe that the page is responsive. That means that
a single app can be designed that it can easily be used on a large screen like a desktop/laptop, on a
tablet, or even mobile phones.

Type Leg in the Client Name field in the left panel to search for Legacy Consulting which is an
existing client of Focus Corp
Click on Legacy Consulting once the type-ahead feature offers it

Click on Search to load the details for the client. It retrieves the client details using integration with
the Workflow capability. Observe that the Search button becomes active once you entered something in
the text field and leave it or select the proposed entry from the pop-up window.
The Email field is pre-populated with the local email address of your user and is made read-only
Only in case the environment you are using is configured to use an external email server, the Email
field is editable.
If the Email field is editable, you can optionally replace the Email with an email address of your
choice that you can use to receive client emails associated with the scenario.

Select Healthcare in the Industry drop-down list as Legacy Consulting requests to onboard to two
services in that domain
Selecting an entry from the drop-down dynamically changes the options in the services to onboard.
Check Employee Benefits Plan and Mental Health Care as the services that Legacy Consulting
wants to onboard to

Click Calculate Services Fee to calculate the fees and get upsell recommendations
The fees are calculated by an external service pricing engine build using prescriptive rules. The
additional services that the client representative could offer as upsell opportunity to the client are
currently also based on prescriptive rules but could also be generated based on a machine learning
model.
Click Review Documents to navigate to the next page

2.2.2 Verifying required documents and submitting the onboarding request
Explore the second page of the Client Onboarding app
The left pane lists all information provided on the previous page. In the right pane, all documents
that may be relevant to this onboarding request are listed with their individual status of either
Pending (Default), Verified, or Not Required. At the bottom a list of all potentially relevant
documents Focus Corp. already has for Legacy Consulting is shown.
View the Legacy Consulting – Banking Information document by clicking the three dots at the
right end of the row that appear when you hover over the line and selecting View. This opens the
document in the integrated viewer. Afterwards close the viewer window again.

Select Verified for Banking Information
Keep Pending for Utility Bill as we have no utility bill on file
Focus Corp. recently made the change to require a utility bill to verify the client address. As we don’t
have one for Legacy Consulting, Legacy Consulting will need to upload one after the client
representative has completed their onboarding request.
Check the box for the banking information document (Legacy Consulting – Banking Information)
in the document list at the bottom to make this document part of the request when you submit the
onboarding request
Click Submit Onboarding Request to complete Legacy Consulting’s request and navigate to the
final confirmation page
The submission may take a few seconds during which you might notice a little spinner icon next to
the Client Rep icon. Please wait until you are taken to the third page.

2.2.3 Onboarding request confirmation page
Explore the third page of the Client Onboarding app
The left pane again lists all information provided on the first page. The right-hand side provides a
reference ID for the request that the client representative can share with the client and a comment
that an email was sent to the client about their request.
Note down the Reference ID for future reference

Click on Start a New Request to get back to the first page so you will be able to onboard the next
client in the next exercise
2.2.4 Checking the automatic email to Legacy Consulting & Uploading Utility Bill
Open the email client in a browser using the URL provided to you (see section 1.3 Lab Setup
Instructions, item 1)
If you specified your own email address on the first page, open or bring to the front your email
client.
Check your inbox for an email (the sender depends on the configuration of the environment you
are using)
The email contains the reference ID as displayed on the final page of the Client Onboarding app. It
lets you know that the Utility Bill is required to further process your onboarding request. It contains
a link for you to get to a web page to upload the document. The link takes you to an application built

using Business Automation Application and this application requires no authentication as public
access is enabled for it.
Click on the link in the email to open the upload page.
If you have not previously provided an email address proceed as follows:
- Copy the URL of the front-office intake app (should end with desktop=ClientOnboarding)
- Open a new tab in the browser you are using
- Paste the previously copied URL and replace “/icn/navigator/?desktop=ClientOnboarding” with
“/ae-workspace/public-app/Client%20Onboarding%20Document%20Upload(CODU)?ReferenceID=<Your Reference ID>”
where <Your Reference ID> is the reference id shown on the last page of the front-office intake
app that you noted down.
- Save the URL for future use.
Explore Focus Corp.’s Client Document Upload page
The icon in the top right shows that you are still in the role of the client. The page is simple to use,
providing only a control to select a file to upload and a submit button that becomes active once a
document is selected.
You don’t have to provide your reference id manually as it is included in the URL and will be
automatically sent to the server.
Click on the Upload Document control and select Old Utility Bill - Legacy Consulting.pdf from
the location where you downloaded the documents to before
This utility bill contains an old address of Legacy Consulting which does not match the address the
client representative captured in the onboarding request.
Click the Submit Document button to upload the document to the server
After a short moment you will see a confirmation page that lets you know that the file was
successfully uploaded
Close the Client Document Upload browser tab

2.2.5 Checking the automatic email to Legacy Consulting & Uploading a second
Utility Bill
Open the email client in a browser using the URL provided to you
client.
Check your inbox for another email (the sender depends on the configuration of the environment
you are using)
If it did not arrive yet, give it a moment as the uploaded document may still be processed.
The email again contains the reference ID as displayed on the final page of the Client Onboarding
app. It lets you know that the address in the Utility Bill that you have uploaded does not match the
address as stored in the onboarding request. It contains a link for you to get back to the Client
Document Upload web page to re-upload a utility bill with the correct address on it.
Click on the link in the email to open the upload page again
If you have not previously provided an email address, use the URL you have previously constructed
and saved.
Click on the Upload Document control and this time select Current Utility Bill - Legacy
Consulting.pdf from the location where you downloaded the documents to before
This utility bill contains the address of Legacy Consulting which matches the address the client
representative captured.
Click the Submit Document button to upload the document to the server
You will again see a confirmation page that lets you know that the file was successfully uploaded
Close the Client Document Upload browser tab again

2.2.1 Checking the automatic email to Legacy Consulting about manual
handling
client.
Check your inbox for a third email (the sender depends on the configuration of the environment
you are using)
If it did not arrive yet, give it a moment as the uploaded document may still be processed or proceed
to the next chapter as this is informational only.
The email again contains the reference ID as displayed on the final page of the Client Onboarding
app. It lets you know that your onboarding request is being handled manually by an account manager
and that you can expect a result within 2-3 business days.
2.2.2 Checking the Review Client Onboarding Request task for the Account Mgr
Having completed the upload of the missing utility bill as the client and being notified about the manual
review, you are now taking the role of a Focus Corp. account manager.
Open or bring back in focus the browser tab of the Client Onboarding front-office intake app
Click on the hamburger menu icon in the top left corner and select Workplace to switch from the
Client Onboarding app to your general workplace. After a short moment it shows the tasks available to
you.
Workplace is the next generation end-user client that complements the existing Process Portal and
Case Client. It allows launching processes and cases and unifies access to all kinds of tasks. Its Task
prioritization feature is another example of AI built into the product. When enabled it uses AI and
historic runtime data to automatically order the tasks in the task list in terms of skill and impact,
leading to workforce efficiency improvements.
When you complete a task, the task may still be shown for some seconds in the task list. It will
disappear when the task list auto-refreshes itself.

Open the task that is available to you by clicking on it
If the task is not showing up after some time, please check for any emails with document upload
instructions. In case stuck please reach out to one of the instructors for help.
Depending on the network latency it may take a moment until the task page is loaded.
Explore the task page

The icon in the top right signifies that you are performing this task as an Account Manager. At the
top (1) the four stages of the request processing are shown. This task is part of the scoreboarding
stage where you as the account manager have to manually assess those onboarding requests that
have a confidence below 80%. The first panel on the left (2) provides a summary of the request,
mainly the Client Name, Reference ID and the Approval Status. The panel below (3) contains
comments related to the request, for example that all required documents have been verified. The
main panel on the right (4) has four tabs. On the Details tab the scoreboard is shown that contains
the segmentation, Legacy Consulting belonging to the Segment 2 clients, the risk assessment, here
High Risk, and the Confidence for the risk assessment, here with 75% being below the threshold to
take an automatic decision based on the risk (the actual values may differ slightly in your
onboarding request).

Explore the Documents tab
The Documents tab shows the document (Legacy Consulting - Banking Information) that you had
previously selected on the Review Documents page of the Client Onboarding app. It has been made
part of the actual onboarding request. In addition, the utility bill uploaded by the client that passed
the validation is also part of the onboarding request.
For the Utility Bill click on the downwards arrow and select Properties to bring up the properties
of this document.
The properties shown reflect those values that got extracted when the document was uploaded.
These values were also used to compare the address stored in the client onboarding request to the
one in the utility bill.
If the properties don’t show in a similar way as shown on the right-hand side, please close the
properties view and re-open it.

Explore the Activities tab
The Activities tab shows the status and type of all activities of the client onboarding request. Since
this is a case in the Workflow system, you can have a mix of required, optional, and discretionary
activities defined in the case.
The optional Create New Proposal activity is ready to be started by the account manager. For
example, if they plan to reject this specific client onboarding request, they may still decide to make a
different onboarding proposal (e.g. for a higher fee) to the client.
The second optional activity, Follow Up with Client, is not yet enabled. The customer representative
will be able to start it in the final Notification stage to initiate any follow up work with client.
Explore the History tab

The History tab shows information about different types of events that happened for the client
onboarding request.

Go back to the Details tab and Expand the Onboarding Information section by clicking on the
section header
Modify the Annual Revenue to be $45,000,000 instead of $2,500,000
Click Re-check Score (5) to reevaluate the scoreboard and observe that the risk changed to low,
and the confidence was computed to be 80%
Optionally, change the Annual Revenue back to $2,500,000 and perform the scoreboarding a final
time by clicking Re-check Score
Click Reject (5) to reject the onboarding request by Legacy Consulting as you the account
manager consider the risk to be too high
This will trigger an email to be sent to the client with the final onboarding decision.

2.2.3 Checking the automatic email to Legacy Consulting about onboarding
rejection
client.
Check your inbox for a fourth email (the sender depends on the configuration of the environment
you are using)
Check the email that contains the reference ID as displayed on the final page of the Client
Onboarding app. It lets you know that your onboarding request has been rejected.
2.2.4 Checking the Client Rep notification about rejected onboarding

Switch back from the email client to the browser window containing the Client Onboarding app
Open the task that is available to you as client representative by clicking on it

Observe the Approval Status task page that shows that the client onboarding request was
rejected
Checking the Activities tab

All required activities except the one you are in are completed now.
In addition to the optional activity Create New Proposal that has been ready before, now the
optional activity Follow Up with Client is also ready. The client representative may decide to
connect with the client as their onboarding request was rejected to discuss how they could still be
onboarded or explain the decision. Alternatively, the client representative may decide to create a
new proposal for Legacy Consulting to still allow them to onboard to services from Focus Corp. but
for example with different subscriptions fees.
Yet these activities are optional, as the customer representative may choose not to perform any of
them but just complete the notification.

Click Complete Onboarding Request to complete the task. This closes the task and brings you
back to the now empty work list for the client representative
Click on the hamburger menu icon in the top left corner and select Client Onboarding Request
to switch back to the Client Onboarding app
This completes the part of the exercise where you actively perform steps.
2.2.5 Review of Stages Performed Automatically

This section provides information on how different aspects that happen automatically as part of the
Client Onboarding are performed. You will not actively need to perform any steps, just read about
them. In chapter 3 you will again work directly with the Client Onboarding solution.
As part of the above client onboarding workflow, you worked on the second (Scoreboarding) and fourth
(Notification) stage of the request processing. The first (Document Review) and the third (Backend
Systems Update) stages were automatically completed, and no manual activities were needed to be
performed.
2.2.5.1 Document Review
The first stage during processing the onboarding request is the Document Review stage. For the above
request you have specified in the front-office intake app that only one of the two required documents
are verified while the second (utility bill) was pending.
This caused the client to receive an email about the utility bill document they need to upload. While the
onboarding request was started and the Document Review stage became active, it only contains an
automatic activity that waits for a utility bill being added to the case.
With the client uploading a valid utility bill that is attached to the request, the automatic activity gets
started, performs some processing, and completes. This makes the Document Review stage complete
as well. The verification of the utility bill is done by matching the extracted address from it with the
address stored in the onboarding request. Only if both match the utility bill is accepted otherwise as
seen another email is sent to upload a utility bill with the correct address.
2.2.5.2 Backend Systems Update
As part of the Backend Systems Update stage, Focus Corp. needs to update some of its legacy
systems of record:
• The first is the Client Management System. It offers a Java rich client to add or update data.
• The second is the Service Management System. It offers a web interface to interact with it.

As Focus Corp. strives for a high level of automation, they want to update the legacy systems
automatically without involving a user. This also helps to remove the risk of potential human errors
when copying and pasting information from one system to another. Therefore, they apply IBM Robotic
Process Automation (RPA).
The execution of the RPA bot happens automatically in the background. To get an impression how the
bot operates the following screenshots explain the steps performed.
The first step is to create a client record or update an existing client record in the Client Management
System and to retrieve the Client ID for the client:
• The bot starts the Client Management System (with a Java UI) and logs into it
• The bot enters all values from the Client Onboarding solution into the respective fields, clicks on the
Add/Update Client button, and retrieves the Client ID from the output text

• Finally, it closes the Client Management System by clicking on Exit
As we rejected the onboarding request in the Scoreboarding stage, the bot does not need to record the
services the client wants to onboard to in the Service Management System.
These two System of Records in our scenario are just mockups of potential real client systems. They
represent systems that don’t offer APIs at all to programmatically interact with them or where parts
like updates are just exposed through the native UI and not an API. Such systems can easily be
automated using the RPA capability.

3 Exercise: Onboarding a Client with High Confidence Level
(Fully Automated)
3.1 Introduction
In this exercise, Automation Elite Inc. wants to subscribe to one service from Focus Corp.’s financial
services.
You will again take over the role of the client representative, a Focus Corp. employee, who is on the
phone with Automation Elite Inc. for this request. Initially, you collect all the required information
before you submit the request.
Based on the information contained in the submission, the scoreboarding activity will classify
Automation Elite Inc. as a Segment 1 client with a low risk profile and an assessment confidence equal
or greater than 80%. Therefore, this onboarding request will be handled automatically without a
manual review required by the account manager. The client will be informed about the decision via
email while you, as the client representative, will get a notification task as you initiated the onboarding
request.
This path through the onboarding scenario exemplifies one of the main goals when embarking on an
automation journey, which is to automate business transactions as much as possible reducing the
number of involved employees and therefore reducing cost, time required and manual errors.

You will use the user assigned to you to perform all tasks as the client representative.
To remind you which role you currently perform, most screens show a Client Rep icon and label in the
top right corner.
For this exercise, you will only assume the role of the Client Rep.
3.2.1 Taking the call from Automation Elite Inc. and collecting base information
If not already shown navigate back to the Client Onboarding Desktop
As the Client Representative type Auto in the Client Name text field in the left panel to search for
Automation Elite Inc. which is also an existing client of Focus Corp.
Click on Automation Elite Inc. once the type-ahead feature offers it

Click on Search that got enabled when selecting Automation Elite Inc. to load the details for the
client into the panel on the right. It retrieves the client details using integration with the Workflow
capability.
The Email field is pre-populated with the local email address of your user and is made read-only
Only in case the environment you are using is configured to use an external email server, the Email
field is editable.
If the Email field is editable, you can optionally replace the Email with an email address of your
choice that you can use to receive client emails associated with the scenario.
Select Finance in the Industry drop-down list as Automation Elite Inc. requests to onboard to one
service in that domain
Selecting an entry from the drop-down dynamically changes the options in the services to onboard.
Check Corporate Credit Card as the service that Automation Elite Inc. wants to onboard to

Click Calculate Services Fee to calculate the fees and get potential upsell recommendations
The fees are calculated by an external service pricing engine build using prescriptive rules. The
additional services that the client representative could offer as upsell opportunity to the client are
currently also based on prescriptive rules but could also be generated based on a machine learning
model.
Click Review Documents to navigate to the next page

3.2.2 Verifying required documents and submitting the onboarding request
Explore the second page of the Client Onboarding app
The left pane lists all information provided on the previous page. On the right pane all documents
that may be relevant to this onboarding request are listed with their individual status of either
Pending (Default), Verified, or Not Required. At the bottom a list of all potentially relevant
documents Focus Corp. already has for Automation Elite Inc. is shown.
View the Banking Information – Automation Elite Inc.pdf document by clicking the three dots
at the right end of the row that appear when you hover over the line and selecting View. This opens the
document in the integrated viewer. Afterwards close the viewer window again.

Select Verified for Banking Information and Utility Bill
This reflects the documents required for the selected service and the fact that these two
documents are already available.

Check the boxes for the two documents Banking Information - Automation Elite Inc.pdf and
Utility Bill – Automation lite Inc. in the document list at the bottom to make these two documents
part of the request when you submit the onboarding request
Click Submit Onboarding Request to complete Automation Elite Inc.’s request and navigate to
the final confirmation page
The submission may take a few seconds during which you might notice a little spinner icon next to the
Client Rep icon. Please wait until you are taken to the third page.

3.2.3 Onboarding request confirmation page
Explore the third page of the Client Onboarding app
The left pane again lists all information provided on the first page. The right-hand side provides a
reference ID for the request that the client rep can share with the client and a comment that an email
was sent to the client about their request.
Click on Start a New Request to get back to the first page to be able to continue onboarding more
clients to Focus Corp.’s services
3.2.4 Checking the automatic email to Automation Elite Inc.

Open the email client in a browser using the URL provided to you.
client.
Check your inbox for another email (the sender depends on the configuration of the environment
you are using)
The email contains the reference ID as displayed on the final page of the Client Onboarding app. It
lets you know that your onboarding request has been approved.

3.2.5 Checking the Client Rep notification about automated onboarding
Switch back from the email client to the browser window containing the Client Onboarding app
Click on the hamburger menu icon in the top left corner and select Workplace to switch from the
Client Onboarding app to your general workplace. After a short moment it shows the tasks available to
you.
When you complete a task, the task may still be shown for some seconds in the task list. It will
disappear when the task list auto-refreshes itself.
Open the task that is available to you as client rep by clicking on it
Depending on the network latency it may take a moment until the task page is loaded.

Observe the Approval Status task page that shows that the client onboarding request was
Approved
Explore the Documents, Activities, and History tabs

The Documents tab shows all documents that you had previously selected on the Review
Documents page of the Client Onboarding app. They have been made part of the actual onboarding
request.
The Activities tab shows the status and type of all activities of the request. Since this is a case in
the Workflow system, any discretionary activities defined in the case would be available here so
that they can be started by the client representative.
All required activities except the one you are in are completed now.
Two optional activities Create New Proposal and Follow Up with Client are ready. The client
representative may decide to connect with the client as their onboarding request was approved to
discuss the next steps to utilize the service. In addition, the client representative may also decide to
create a new proposal for Automation Elite Inc. to upsell additional services.
Yet these activities are optional, as the customer representative may choose not to perform any of
them but just complete the notification task.

The History tab shows information about different types of events that happened for the request.
Click Complete Onboarding Request to complete the task. This closes the task, brings you back
to the now empty work list for the client rep and completes the fully automated onboarding for a low
risk, high confidence client like Automation Elite Inc.
Click on the hamburger menu icon in the top left corner and select Client Onboarding Request
to switch back to the Client Onboarding app
This completes the part of the exercise where you actively perform steps.

3.2.6 Review of Stages Performed Automatically
As part of the above fully automated client onboarding workflow you directly worked on the fourth
stage (Notification) of the request processing. The three stages before that were already automatically
completed and did not need manual activities.
This section provides information on how different aspects that happen automatically as part of the
Client Onboarding are performed. You will not actively need to perform any steps, just read through
them. In chapter four you will again work directly with the Client Onboarding solution.
3.2.6.1 Document Review
The first stage during processing the onboarding request is the Document Review stage. For the above
request you have specified in the front-office intake app that the two required documents are already
verified. Therefore, this stage completes automatically.
3.2.6.2 Scoreboarding
As described before, the Scoreboarding stage consists of two activities:

• The first activity automatically applies prescriptive rules and an AI model. It determines the
segment this client belongs to, the risk associated with onboarding the client and the confidence of
the assessment.
• The second activity is to manually review the onboarding request. However, in the request you
created, the calculated confidence of the assessment is equal or above 80%. Therefore, the second
activity to manually review the request by an account manager is skipped.
For your request the client has been automatically onboarded, and the Scoreboarding stage has been
automatically completed.
3.2.6.3 Backend Systems Update
As looked at before in the Backend Systems Update stage, Focus Corp. needs to update some of its
legacy systems of record:
• The first is the Client Management System. It offers a Java rich client to add or update data.
• The second is the Service Management System. It offers a web interface to interact with it.
Striving for a high level of automation Focus Corp. wants to update the legacy systems automatically
without involving a user. This also helps to remove the risk of potential human errors when copying and
pasting information from one system to another. Therefore, they apply IBM Robotic Process
Automation (RPA).
The execution of the RPA bot happens automatically in the background. To get an impression how the
bot operates in this case where the client was onboarded the following screenshots explain the steps
performed.

The first step is to create a client record or updating an existing client record in the Client Management
System and to retrieve the Client ID for the client:
• The bot starts the Client Management System (with a Java UI) and logs into it.
• The bot enters all values from the Client Onboarding solution into the respective fields and clicks on
the Add/Update Client button and retrieves the Client ID from the output text.
• Finally, it closes the Client Management System by clicking on Exit.

The second step is to record the services the client wants to onboard to in the Service Management
System. This only applies when the onboarding request has been accepted, as it has been for
Automation Elite Inc. during the Scoreboarding stage.
• The bot starts a browser, navigates to the home URL for the Service Management System, and
logs into it.
• The bot enters the Client ID retrieved from the Client Management System as well as the client
name, industry, services to be signed up to, and services fees from the Client Onboarding solution
into the respective fields and clicks Add.
• Finally, the bot clicks Exit to logout from the Service Management System and closes the browser
window.
These two System of Records in our scenario are just mockups of potential real client systems. They
represent systems that don’t offer APIs at all to programmatically interact with them or where parts
like updates are just exposed through the native UI and not an API. Such systems can easily be
automated using the RPA capability.

4 Exercise: Explore the Business Performance Center Dashboard
4.1 Introduction
In this final exercise you switch into the role of the business owner of the Client Onboarding business of
Focus Corp. You need to understand how your business performs and what actions to take to expand
your business or course correct if needed.
For this purpose, you will make use of Business Performance Center (BPC) as part of IBM Business
Automation Insights (BAI). BPC provides easy to use and meaningful dashboards to visualize business
relevant KPIs for lines of business to have a near real-time view on their business operations.

You continue to use the same user to access the BPC dashboard. You will see live data, so it may differ
from the screenshot shown and may change over time as you and other participants perform
onboarding requests.
Open the Business Performance Center (BPC) using the link for your environment (see section
1.3 Lab Setup Instructions, item 1)
On the Dashboards tab that is shown click on the Client Onboarding Completed dashboard

Explore the different types of charts and information in the dashboard
Some examples of how to use the data based on the screenshot above are:
▪ In the Approvals by Industry chart (second row, center) hover over the two segments in
the inner circle to see which segment shows the approved and which the rejected
onboarding requests and their respective percentage. You can then hover over the segment
in the outer circle to see from which industries these are coming and their percentage.
You might for example see that your business is weak in the insurance sector (brown color
above) with a significantly high number of onboarding requests being rejected. This may
lead you to investigate this issue more deeply and start an advertisement campaign.

▪ This is especially true looking at the Highest Service Fee by Industry Sector chart (first
row, right) which indicates that in the Insurance industry you earn the highest service fees.
▪ In case the Approval Count of High-Risk Cases chart (second in the third row) shows a
high and potentially increasing number of approvals for high-risk onboarding request, you
might want to investigate the cause of this. One reason might be that the machine learning
model needs to be retrained or the threshold for the confidence needs to change. Another
reason could be that your account managers approve too many high-risk onboarding
requests to not lose business which may have a negative effect on the risk profile of your
business.
▪ The Completed Cases per Day chart (second in the third row) can help you to see the
distribution of completed onboarding request per day over a period of time. It also provides
you a forecast based on past activity. This can enable you to plan your budgets and
capacity.

5 Outlook
The Client Onboarding scenario is ever evolving. While it is already very comprehensive some
interesting aspects are not yet implemented:
• Business Insights into how Client Onboarding is performing
Focus Corp. would want to have operational dashboards available for their managers to get
operational details on the execution of the solution components to understand metrics such as task
distribution, time taken by services, number of decisions executed and so on.
• Client Onboarding to Focus Corp’s Services Online
Currently the client must call Focus Corp. to place their onboarding request by talking to a customer
representative. Focus Corp. may want to allow clients to request onboarding themselves by filling in
a form. In addition to the ability to upload missing documents online, Focus Corp. may want to offer
a self-service capability on their web site.
In a future version of the end-to-end scenario, we might incorporate a Chat bot capability based on
Watson Assistant to facilitate such requirements.
• Analyzing the Client Onboarding solution using IBM Process Mining
Focus Corp. is always looking for improvement opportunities to streamline their business activities.
IBM Process Mining provides various means of analyzing execution logs of performed business
processes to generate insights on how to improve them.
One of the challenges is having access to execution data to derive meaningful insights from. IBM
Process Mining provides built-in capabilities to extract these from the Workflow capability as a part
of Cloud Pak for Business Automation.
• Utilizing the capabilities of other IBM Cloud Paks
Focus Corp. has multiple custom Systems of Records and packaged solutions that should be
connected to the client onboarding solution. Similarly, as this is a very critical business application,
Focus Corp. needs to ensure that it is constantly available, outages are avoided, or that it can at
least be recovered instantly. As the solution accesses critical client data and internal information, it
needs to be secured against any threads and attacks. Finally, as Focus Corp. is seeing the value of
using machine learning they want to expand on it introducing proper governance etc.
In a future version of the end-to-end scenario, we expect to address these by integrating
capabilities from the
• IBM Cloud Pak for Integration to address connecting various systems
• IBM Cloud Pak for Watson AIOps to automate IT operations and deliver actionable insights
• IBM Cloud Pak for Security to gain insights into threats and risks and respond faster
• IBM Cloud Pak for Data to scale AI-powered transformation easily by unifying data and tools in
a single solution
This completes the lab to experience how IBM Cloud Pak for Business Automation can be used in a
simplified version of a Client Onboarding solution as part of Focus Corp’s service business.
Congratulations on completing the lab!
We love to hear your feedback.

Depending on the venue, please provide feedback via the Slack channel, during the Webex calls, by
sending an email to the author (Olaf.Hahnl@de.ibm.com), and through the survey at the end of the
event.

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IBM Cloud Pak for Business Automation

Demos and Labs 2024

End to End Demo for Cloud Pak for Business

v1.0.2 for Cloud Pak for Business Automation 23.0.2

Olaf Hahnl, Ph.D.

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1.1 Cloud Pak for Business Automation

Figure 1: Marchitecture of the IBM Cloud Pak for Business Automation

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Figure 2: High-Level Client Onboarding Application Architecture

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Figure 3: High-Level Client Onboarding Back-Office Solution Architecture

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2.2 Exercise Instructions

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Click on Legacy Consulting once the type-ahead feature offers it

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Note down the Reference ID for future reference

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Close the Client Document Upload browser tab

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Explore the task page

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Explore the History tab

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Modify the Annual Revenue to be $45,000,000 instead of $2,500,000

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2.2.4 Checking the Client Rep notification about rejected onboarding

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Checking the Activities tab

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2.2.5 Review of Stages Performed Automatically

2.2.5.1 Document Review

2.2.5.2 Backend Systems Update

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3.2 Exercise Instructions

Click on Automation Elite Inc. once the type-ahead feature offers it

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Click Review Documents to navigate to the next page

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3.2.4 Checking the automatic email to Automation Elite Inc.

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Explore the Documents, Activities, and History tabs