Workflows

The Workflows page allows administrators to manage all workflows found within the Lifecycle Management Suite. Workflows are used to document what occurs within an account or case, and can be configured to be as basic or as complex as the creator desires.

To manage workflows, navigate to System Management > Workflow > Workflows.

Workflow view is filtered by context and displays those workflows that are Account-related, Case-related, both Account- and Case-related, and those that do not require an account or case (“None”).

The following columns display within the Workflows page:

Column Name

Description

Name

Name of the workflow.

Description

Description of the workflow.

Context

The level that the workflow is applied to, which is defined by the workflow steps added to the workflow. Reference the table below for an overview of each workflow context:

Workflow Context	Description	Example
Account	Workflow configured to include account-specific workflow steps, fields, or screens.	Next Contact Date Workflow Step
Case	Workflow configured to include case-specific workflow steps, fields, or screens.	Change Field Workflow Step configured to change the value of a Case Status
Both	Workflow configured to include a combination of Account and Case components.	Change Field Workflow Step configured to change the value of a Case Status, as well as a Change Field Workflow Step to set the value of an Account Flag.
None	Workflow configured to include components not specific to an account or case.	Post Comment Workflow Step

Last Modified

Denotes when the last modification was made.

Modified By

Denotes who made the last modification.

Workflow Attributes

All workflows share common attributes that are defined while creating, copying, or editing a workflow.

General

General attributes are located on the general tab:

Attribute	Description
Name	Name of the new workflow. This is a required field.
Description	Provide a description of the new workflow.
Active	Select whether the workflow is active in the Lifecycle Management Suite.
Multi-Account	Select whether the new workflow is multi-account.

When Multi-account is selected, only workflow steps that are multi-account capable appear within the Design tab when adding a new step to the workflow.

Design

The Design attribute provides administrators with the capability to create custom workflows.

Workflow steps can be added to the workflow design by right-clicking Start Workflow or End Workflow.

Workflow steps are displayed vertically under Start Workflow as they are added to the design.

Workflow Step Attributes

All workflow steps share common General, Queuing, and Instruction attributes that are defined while creating, copying, or editing a workflow step.

Additional attributes may be defined for certain workflow steps.

Show General

The General tab allows administrators to define the basic information about the workflow step.

The following attributes are defined within the General tab:

Attribute	Description
Step Title	Provide a title for the workflow step. The title displays when the workflow step populates in the Lifecycle Management Suite.
Require Confirmation	If selected, the user must check the "I have completed this step" check box prior to clicking "Go To Next Step" when running the workflow.
Risk Factor	Determine the degree of risk if this step is not completed in a workflow. The higher the number, the higher the risk. This is used for reporting purposes
Complexity Factor	Determine the degree of complexity of the workflow step. Complexity is based on the degree of manual labor involved in executing the workflow. This is used for reporting purposes.

Show Queuing

If the workflow step is always automated, this tab is not available. If the workflow does not need to route into a different workflow queue, this tab can be skipped.

The Queuing tab allows administrators to assign the step to a specific Workflow Queue, determine the number of days to complete the step, as well as define user permissions for the workflow step.

The following attributes are defined within the Queuing tab:

Attribute

Description

Workflow Queue

This drop-down contains all workflow queues in the Lifecycle Management Suite. If a user working the Workflow, does not have access to a chosen Workflow Queue, they receive a message stating that they are not permitted to work that step.

Days to complete this step

The administrator has the option to set the amount of days in which the task has to be completed.

If a Workflow Queue has been chosen, this is a required field.

User Permissions

There are two User Permissions that can be set by the administrator.

User Permission	Description
Allows users to change the workflow queue to which this step is assigned	Select this box to display a drop-down of all the service queues available in the workspace and allow the user to assign the task to another Workflow Queue.
Allow users to change the due date of this step	Select this box to allow users to change the due date for the workflow step.

Show Instructions

If the workflow step is always automated, this tab is not available.

The Instructions tab allows administrators to define a basic set of instructions for running the workflow in the workspace. The instructions appear to the right of the workflow step that is open in the workspace.

If there are more instructions than what fits in the Instructions window, administrators are able to add more instructions within the Detailed Instructions tab.

Show Detailed Instructions

If the workflow step is always automated, this tab is not available.

The Instructions tab allows administrators to define a more robust set of instructions that display while running the workflow in the workspace.

When processing a workflow, users are able to view the Detailed Instructions by clicking .

Account Types

Administrators can assign account types to have access to the new workflow on the account types tab.

Attribute	Description
Assign Account Types	Select Account Types from the Available Account Types list and move them to the Assigned Account Types list to provide access to the workflow.

Case Types

Administrators can assign case types to have access to the new workflow on the case types tab.

Attribute	Description
Assign Case Types	Select Case Types from the Available Case Types list and move them to the Assigned Case Types list to provide access to the workflow.

Security

Administrators can assign the level of access a user has to a workflow on the security tab.

Attribute

Description

Assign Users

Assign a level of access to indvidual users by selecting users and moving them between columns:

Access Level	Description
None	Users assigned to "None" are not able to execute the workflow or see it in the Workflow History screen.
View	Users assigned to "View" can view workflow details in the Workflow History screen but cannot execute the workflow.
View and Execute	Users assigned to "View and Execute" can execute the workflow and view the details in the Workflow History screen.

Assign Groups

Assign a level of access to a group of users by selecting the group and moving it between columns:

Access Level	Description
None	A group assigned to "None" is not able to execute the workflow or see it in the Workflow History screen.
View	A group assigned to "View" can view workflow details in the Workflow History screen but cannot execute the workflow.
View and Execute	A group assigned to "View and Execute" can execute the workflow and view the details in the Workflow History screen.

Users are able to right-click on an active workflow to complete it if they have View or View & Execute permissions.

Areas

For each area, determine the level of access for the workflow in the Areas tab.

Attribute

Description

Assign Areas

Assign a level of access to each area by selecting the areas and moving them between columns:

Access Level	Description
None	Areas assigned to "None" are not able to execute the workflow or see it in the Workflow History screen.
View	Areas assigned to "View" can view workflow details in the Workflow History screen but cannot execute the workflow.
View and Execute	Areas assigned to "View and Execute" can execute the workflow and view the details in the Workflow History screen.

For a user to have access to the workflow on an Area, the workflow must be assigned to the area and the user must have access to the workflow individually or through a security group.

Configure Fields

Administrators are able to rename up to 120 workflow-based fields and define drop-down values for the look-up type fields on the configure fields tab. These fields are stored within the workflow when it is executed and cannot be viewed on the account.

To rename a configured field administrators must:

Click the field’s corresponding Label slot. Type in the desired Label name.

Save the Configure Field step before adding it to a screen. This re-labels the fields in the fields list.

Add the “View Screen” workflow step as a part of the workflow. Within the screen tab, create a new screen.
Within the “Screen Design” tab select the field under the workflow folder that was re-named in the configure fields tab and click Add Field. The field appears in the screen and is included as a part of the workflow.

Solutions

Solutions allow the administrator to select if running this workflow should count as a user worked the account and whether the account should be deactivated in the queue.

Attribute

Description

Count as Worked

If selected, indicates that the completion of this workflow should count as a worked account in performance reporting.

Deactivate Account in Queue

If selected:

Worked accounts are removed from the queue once the workflow is complete.
The worked account does not return with the Get Next option while working a queue after the workflow is executed.
If the Related Accounts panel is configured to include Queue Info, the icon for the worked account updates within the panel column to reflect that the account was removed from the queue.

For more information on Queue Info within Related Account, see the Workspace Overview section of this guide.

Creating and Managing Workflows

The Workflows page allows administrators to perform the following actions:

Show Creating a Workflow

To create a workflow:

Click Create.
The New Workflow window appears.
Define the General attributes.
When the General attributes are defined, navigate to the Design tab to build the workflow by adding workflow steps.
- Right-click Start Workflow and select New Step After.
- The Select a Workflow Step screen opens.
- Select the desired step, and click Select Step.
- The Step Properties window opens.
- Complete each tab within the Step Properties window to configure the workflow step.
Once all workflow steps are added, select the Account Types tab to assign account types to the workflow, and then the Case Types tab to assign case types to the workflow.
After assigning account types and case types, navigate to the Security tab to assign users and security groups permission to the workflow.
When all users are assigned to the workflow, navigate through the Categories and Areas tabs to assign the workflow to sections of the workspace.
Once all Categories and Areas are assigned, select the Configure Fields tab to configure workflow-based fields.
Navigate to the Solutions tab to determine if the workflow should count as a worked account, and/or deactivated in the queue.
When all attributes are defined, click Save or Save and Close to create the new workflow and return to the Workflows page. The new workflow populates in the grid and is available to the users and/or groups who have permission to run the workflow on a case, person or account, depending on the context to which the workflow is assigned.

Show Copying a Workflow

Select a workflow to highlight it and click Copy.
The Copy of Workflow screen appears. Navigate through the tabs and make any necessary changes.
Click Save or Save and Close to save the new workflow and return to the Workflows page. The new workflow populates in the grid and is now available to users and/or groups, who have permission to run the workflow on a person, account, or case depending on the context to which the workflow is assigned. Click Cancel to return without saving.

Show Editing a Workflow

Select a workflow to highlight it and click Edit.
The Edit Workflow screen appears. Navigate through the tabs and make any necessary changes.
When finished making edits click Save or Save and Close to save the changes and return to the Workflows page. Click Cancel to return without saving.

Show Deleting a Workflow

Select a workflow to highlight it and click Delete.
A confirmation message appears. Click Yes to delete the workflow. Click No to return to the Workflows page without deleting.

Show Printing a Workflow

Select a workflow to highlight it and click Print Workflow.
A preview screen appears. Click Print Page in the top right to print the workflow summary.