Work EngineRoots Solutions

Development Overview

IIdentity and Access Management System

Business processes1

AAccess management✓

11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

Requirements Data requirements Business rules Delivery Screens0 Access control ID register

OOrder Fulfilment System

Business processes1

OOrder to delivery✓

Customer order delivery 11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

Requirements Data requirements Business rules Delivery Screens0 Access control ID register

RRefunds and Payments System

Business processes1

RRefund management5/5

Refund request to payout 11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

Requirements Data requirements Business rules Delivery Screens0 Access control ID register

PProcurement System

Business processes1

PProcure to pay4/5

11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

Requirements Data requirements Business rules Delivery Screens0 Access control ID register

CCustomer Service Management System

Business processes1

CCustomer support3/5

Card replacement and fee charging 11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

Requirements Data requirements Business rules Delivery Screens0 Access control ID register

EEngineering Change Management System

Business processes1

EEngineering change2/5

11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

Requirements Data requirements Business rules Delivery Screens0 Access control ID register

WWork Engine Platform

Business processes1

WWork Engine platform services1/5

11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

Requirements Data requirements Business rules Delivery Screens0 Access control ID register

IInventory Exception Control System

Business processes5

SShelf availability investigation1/5

Guided shelf availability investigation 11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

IInventory exception detection2/5

Automated no-sales exception detection 11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

SStock control audit and adjustment2/5

Stock control audit and adjustment 11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

DDelivery picking shortage1/5

Own delivery order short at picking Partner app driver short at collection (Talabat, Breadfast…)11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

OOut-of-stock replenishment1/5

Out-of-stock replenishment 11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

Requirements Data requirements Business rules Delivery Screens53 Access control ID register

Cross-system registers

Business Processes12

AAccess management✓

11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

OOrder to delivery✓

11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

RRefund management5/5

11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

PProcure to pay4/5

11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

CCustomer support3/5

11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

EEngineering change2/5

11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

WWork Engine platform services1/5

11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

SShelf availability investigation1/5

11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

IInventory exception detection2/5

11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

SStock control audit and adjustment2/5

11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

DDelivery picking shortage1/5

11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

OOut-of-stock replenishment1/5

11 · Understand the Business Need 22 · Identify Stakeholders 33 · Elicit Requirements 44 · Analyze & Model Requirements 55 · Validate & Prioritize Requirements

RRefund request to payout CCard replacement and fee charging CCustomer order delivery GGuided shelf availability investigation AAutomated no-sales exception detection SStock control audit and adjustment OOwn delivery order short at picking PPartner app driver short at collection (Talabat, Breadfast…)OOut-of-stock replenishment

Business Requirements37

NNeeds review1 DDraft2 IIn analysis21 IIn verification2 PPending approval2 AApproved2 IImplemented2 VValidated3 DDeferred1 RRejected1 RRetired1

MManage closely KKeep satisfied KKeep informed MMonitor

PPlanned HHeld, to confirm CConfirmed CCanceled

BBuilt without a requirement RRequirements nothing realizes RRequired PPlatform services

NNew1 UUnder review1 AAccepted2 DDeclined1 DDuplicate1

Change Requests2

DDraft1 SSubmitted1 AAssessed0 AApproved0 RRejected0 SScheduled1 IImplemented1 CClosed1 WWithdrawn0 CRequirement changes

Product Backlog18

EEpics4 FFeatures4 UUser stories7 TTasks1 BBugs2

SSprint 2Completed SSprint 1Completed SSprint 3Active SSprint 4Planned

11.2.0 · Customer support 11.1.0 · Procurement 11.0.0 · Access and refunds

Operational Master Data Repositories28

IISO 4217 Active Currencies9 IISO 3166-1 Countries — Operating Footprint11 FFATF High-Risk Jurisdictions3 CCustomer Interaction Channels5 UUN/ECE Recommendation 20 Units of Measure4 SSupported Service Languages5 CCustomer Complaint Taxonomy10 OOperational Risk Event Types (Basel II)11 GGroup Chart of Accounts (IFRS)16 VVAT Codes — Egypt3 VVAT Codes — Saudi Arabia3 AApproval Thresholds FY20252 AApproval Thresholds FY20265 SService Level Targets FY20264 PPublic Holidays — Egypt 2026–20277 PPublic Holidays — Saudi Arabia 2026–20272 PPublic Holidays — UAE 2026–20273

Variable Data11

RRoots Holding — Organizational Hierarchy16 RRoots Gulf — Organizational Hierarchy4 BBranch Network — Egypt7 BBranch Network — GCC3 RRetail Service Offerings 20267 CCorporate Service Offerings 20265 OOrganization Customers — Egypt6 OOrganization Customers — GCC3 RRetail Customer Golden Records5 AApproved Supplier List5 SSupplier Onboarding Pipeline2

Rules & Calculation Formulas

AService charge

IService charge · retail service catalogue0

AValue-added tax

IVAT · standard rate of the country of supply1

RQuote for the Dubai office: no VAT code for AE yet

AAmount including VAT

ITotal charge · retail quote3

REarly loan settlement quote, Riyadh office (VAT 15%)RThree account statements, Alexandria branch RTwo card replacements, Cairo branch

AFee waiver limit

IFee waiver limit · FY2026 approval thresholds1

RWaiver an agent may grant on three card replacements

ARefund approval routing

IRefund approval route · refund request case3

RDry run for January 2027: the FY2026 thresholds end on 31 December and FY2027 is not released yet RRefund processing (WF-3) · Choose approval route RRefund processing (WF-3) · Choose approval route

AAverage refund requested

IAverage refund · latest 25 refund cases1

RMonthly refund monitoring

ARefund deviation from the average

IRefund deviation · refund request case0

RExecuted rules9

Master Data Control

SSystem controls

AAdd or update records EException IImport records RRetire records RRestore records RRelease table RRetire table

AAdd or update records EException IImport records RRetire records RRestore records RRelease table RRetire table

Execution workflows15

IItem Discrepancy Notice workflow3 PPayment problem workflow3 AApplication defect workflow3 OOrder change workflow1

RRefund processing0 DDaily Supplier Recommendations Release workflow3 PPO Release workflow3 AAccess request workflow0 PPurchase request workflow0 CCustomer order delivery workflow0

RReceiving Analysis workflow3 CContent update workflow0 EEngineering change workflow0 DDesign review workflow0

TTimed task workflow0

Event workflows2

TTicket triage10 LLarge refund supervision0

Workflow Engine Services

NNode Executor SScenario Decider SScenario Executor EEdge Executor TTimer

Workflow Control

SSystem controls

LLauncher TTerminator IInterruptor RResumer RRetrier

LLauncher TTerminator IInterruptor RResumer RRetrier

IItem Discrepancy Notice10 PPayment problem12 AApplication defect12 OOrder change8

DDaily Supplier Recommendations Release10 PPO Release10 RRefund request9 AAccess request8 PPurchase request7 CCustomer order delivery6

RReceiving Analysis10 CContent update9 EEngineering change9 DDesign review10

DDocument control18

DDocument control request18

Work Case Control

SSystem controls

OOpen HHold RRelease MMove RReopen CClose MMerge SSplit

OOpen HHold RRelease MMove RReopen CClose MMerge SSplit

Human Interventions16211

IInitiation Interventions0

DDispatching Interventions199

DDaily supplier recommendation approval19 AAccess approval7 RRefund approval7 PPurchase approval6 MManual approval6 LLive timeout6 AAutomatic approval6 AAutomatic rejection6

DDaily supplier recommendation review7 DDaily supplier recommendation exception review7 PPurchase order review7 RReceiving analysis review7 IItem discrepancy review7 RRefund review7 LLayout check13 OOverdue review6

DDefect reproduction12 PPaused work6 EExpired task6

PPurchase order release7

IInformation request13

CCustomer information request13

KKnown issue check7

AApproach confirmation11 DDesign opinion13

IInterruption Interventions12

CCancel ongoing work3

AAsk about progress3

FFollow up outstanding work3

RRequest a work change3

Human Intervention Control

SSystem controls

DDispatching RReassign EEscalate DDe-escalate MModify EExtend deadline CCancel

DDispatching RReassign EEscalate DDe-escalate MModify EExtend deadline CCancel

AI Agent Flows48

TTriage flows12

SSupport triage orchestration6 TTicket priority triage6

AAssistant flows12

RRefund routing assistant6 WWarranty claim assistant6

AAutomation flows12

OOperations handoff6 OOrder exception handling6

RReview flows12

LLarge refund decision review6 CCredit limit decision review6

Service Integration Engine390

EExplain refund decision · OpenAI13 EExtract document fields · OpenAI13 AAssess content suitability · OpenAI13 EExplain refund decision · AI document service13 EExtract document fields · AI document service13 AAssess content suitability · AI document service13

CCommunication channels78

SSend confirmation · Gmail13 SSend action reminder · Gmail13 GGet delivery outcome · Gmail13 SSend confirmation · SMS channel13 SSend action reminder · SMS channel13 GGet delivery outcome · SMS channel13

PPublish approved order · Business records13 SSynchronize customer record · Business records13 PPublish case summary · Business records13 PPublish approved order · Document publishing13 SSynchronize customer record · Document publishing13 PPublish case summary · Document publishing13

LLook up exchange rate · Exchange rates13 GGet current information · Exchange rates13 RRetrieve historical information · Exchange rates13 GGet current weather · Weather service13 GGet weather forecast · Weather service13 GGet weather alerts · Weather service13

PPayment gateways78

CCreate refund · Payment gateway13 GGet transaction status · Payment gateway13 RReconcile payment outcome · Payment gateway13 CCreate refund · Refund gateway13 GGet transaction status · Refund gateway13 RReconcile payment outcome · Refund gateway13

Service Integration Engine Control

SSystem controls

IInvoke RRetry BBlock TThrottle CCredential CCancel

IInvoke RRetry BBlock TThrottle CCredential CCancel

Database Integration Engine156

FFind order by number · Orders database13 RRead previous refunds · Orders database13 RRecord refund request · Orders database13 FFind order by number · Customer database13 RRead previous refunds · Customer database13 RRecord refund request · Customer database13

RRead refundable balance · Finance database13 GGet invoice details · Finance database13 RRecord approved refund · Finance database13 RRead refundable balance · Inventory database13 GGet invoice details · Inventory database13 RRecord approved refund · Inventory database13

Database Integration Engine Control

SSystem controls

Logic Engine104

CCalculate refundable amount13 NNormalize customer details13 CChoose approval route13 MMap service response13

CCalculate refundable amount13 VValidate order inputs13 CClassify refund request13 BBuild decision explanation13

Logic Engine Control

SSystem controls

RRun SStop RResume CCancel

RRun SStop RResume CCancel

Custom Service Engine0

CCalculate an amount0

BBuild a reference0

VValidate an email address0

Custom Service Engine Control

SSystem controls

RRun RRetry SSuspend RResume CCancel

RRun RRetry SSuspend RResume CCancel

Work Sheet Engine8

CCalculation sheets5

Work Sheet Control

SSystem controls

UUpdate sheet RRun calculation SSave

UUpdate sheet RRun calculation SSave

Informing Engine587

CCase assigned6 RReview requested6 DDecision requested6 HHigh priority case6

DDelivery issue6 AAssignment withdrawn6 DDuplicate alert6 RRequest withdrawn6

CCase update6 CComment posted6 FForm submitted6 AAssignment changed6

DDue date approaching6 RReview deadline6 FFollow-up needed6 RResponse overdue6

PPhase completed6 RReview completed6 FForm viewed6 CCase resolved6

Informing Engine Control

SSystem controls

SSend RResend SSuppress CCancel AArchive

SSend RResend SSuppress CCancel AArchive

AAI run canceled0 AAI run ended0 AAI run failed0 AAI run started0 AAI run waiting0

AAwait objects0

AAwait object canceled0 AAwait object expired0 AAwait object fulfilled0

CCase lifecycle380

CCase closed31 CCase held0 CCase moved184 CCase opened165 CCase released0 CCase reopened0

CControl approval requested2 CControl completed0 CControl failed0 CControl rejected0

CCustom services0

CCustom service completed0 CCustom service failed0

DDocument lifecycle0

DDocument created0 DDocument submitted0 DDocument voided0

FForm submission87

FForm submitted87

NNotification archived0 NNotification canceled0 NNotification read0 NNotification sent587

IInterface session closed1 IInterface instance opened0 RReport delivered0 RReport generated0

IIntervention lifecycle732

IIntervention de-escalated193 IIntervention deadline extended0 IIntervention dispatched211 IIntervention escalated308 IIntervention reassigned20

IIntervention response64

IIntervention answered38 IIntervention canceled20 IIntervention declined6 IIntervention expired0

IInventory exceptions0

SStock adjustment decided0 SStock adjustment posted0 SStock adjustment requested0 IInvestigation check recorded0 EException detection run completed0 IInvestigation closed0 IInvestigation escalated to Stock Control0 IInvestigation opened0 SShelf restocked0 IInvestigation returned to Operations0 RReplenishment decided0 RReplenishment ordered0 RReplenishment received0 RReplenishment requested0 SStock problem reported0 SSLA escalation sent0

MMaster data records changed1 MMaster data records restored0 MMaster data records retired1 MMaster data table created28 MMaster data table redesigned0 MMaster data table released27 MMaster data table retired1

BBucket expired0 FFile deleted0 FFile kept0 FFile quarantined0 FFile stored90

SSheet created8 SSheet ended2 SSheet locked0 SSheet phase changed12 SSheet run completed0 SSheet run failed0 SSheet unlocked0

WWorkflow run29

RRun completed0 RRun failed0 RRun started29 RRun waiting0

SSystem controls

PPublish RRepublish CCancel AArchive

PPublish RRepublish CCancel AArchive

IIntervention response

SSingle AAll AAny CCount

SSingle AAll AAny CCount

FForm submission

SSingle AAll AAny CCount

DDocument status

SSingle AAll AAny CCount

SSingle AAll AAny CCount

Await Object Control

SSystem controls

RRegister MModify EExtend deadline FFulfil CCancel

RRegister MModify EExtend deadline FFulfil CCancel

SService Agent Portals2

CCashier Portal0 CCarrier Portal0

SStakeholder Portals2

VVendor Portal0 CClient Portal2

SSystem Portals2

AAdmin Portal1 EEmployee Portal6

RRoots Solutions129

MMembers DDepartments CCases AAccess log SSettings

Work Sheet Screens5

Update screens2

Price list · Update0 Stock count · Update0

Calculation screens1

Price list · Calculation0

Price list · Save0 Stock count · Save0

RRefund request9 AAccess request8 PPurchase request7 SSupplier recommendation run10

IInterventions4

AApproval decision27 RReview outcome55 IInformation supplied13 RRelease confirmation7

Case User Flows152

PPayment problem9 CCustomer order delivery6

DDaily Supplier Recommendations Release7 PPurchase request7

LLanguage reviewer9

CContent update9

PPayments team9

PPayment problem9

CContent update9

SSupport agent9

PPayment problem9

CContent update9

PPurchase request7

PPurchasing planner7

DDaily Supplier Recommendations Release7

PPurchase request7

DDaily Supplier Recommendations Release7

CCustomer order delivery6

CCustomer order delivery6

DDaily Supplier Recommendations Release7 PPayment problem9 PPurchase request7 CCustomer order delivery6 CContent update9

OOperational reports5

OOpen cases by status3 IIntervention queue by assignee2

AAnalytical reports3

MMonthly case intake2 CCase volume by model1

CCompliance & audit reports3

IIntervention outcomes audit1 AAutomation run audit2

FFinancial reports1

RRefund exposure by priority1 AAI-assisted handling by model0

EExecutive dashboards2

SService health overview2

OOperational dashboards4

LLive intervention queue2 AAutomation monitor2

TTeam performance dashboards1

TTeam workload balance1

SSelf-service analytics1

CCase explorer1

Interactive Grids7

DData entry grids2

SStock count sheet2

PPlanning & budgeting grids2

QQuarterly budget plan2

RReconciliation grids1

RRefund reconciliation1

RReference tables2

SService price list2

Active6 Submitted2 Canceled0 Archived0

Work Documents27

RReplenishment quotation1 BBranch supply quotation3 –Without a model12

BBranch supply order1 –Without a model2

DDelivery note2

TTax invoice, net 301 DDistribution service invoice2 –Without a model1

Work Document Control

SSystem controls

CCreation SSubmission VVoid

CCreation SSubmission VVoid

Digital Resources

FFiles MMovements

Storage Buckets0

TTicket Bucket Model RRequest Bucket Model TTask Bucket Model TTimed tasks Bucket Model DDocument control Bucket Model

CCase Working Files0

TTicket Bucket Model RRequest Bucket Model TTask Bucket Model TTimed tasks Bucket Model DDocument control Bucket Model

WWorkflow Model Buckets0

WWorkflow Model Bucket Bucket Model

WWorkflow Instance Buckets0

WWorkflow Instance Bucket Bucket Model

WWork Sheet Buckets0

WWork Sheet Bucket Bucket Model

WWork Sheet Working Files0

WWork Sheet Working Files Bucket Model

IInternal members6 GGuests2 Operational Roles

Work EngineRoots Solutions

Administration

Connecting…

Workspace

My statusKMSwitch userOwner

Work Engine/Work Cases/Work Case Control/

Close

5 parameters

Closes a work case and its open items.

Execute Dashboard List Board History Summary Design

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