- The initial creation of Workflows is covered in the Beginner course, so this article will focus on more in-depth configuration of tasks and processes
- Workflows can become more powerful, the more targeted Actions that are included to drive interaction within CCUBE
Consider this example:
- Building a Workflow Activity/Task to book in a client appointment
- Not all of your clients want to be contacted in the same way - some prefer phone, email, SMS or perhaps the Client Portal
- The Task would need to be flexible enough to enable the user to interact with all clients in a variety of communication mediums, so I will include the following Actions
- Send an Email
- Send an SMS
- Quick view of Contact Details (Custom Screen)
- Customise the Client Portal
- Creating this variety of Actions empowers users through choice - they would simply need to interact with the Actions that are relevant for each specific client interaction
- Most workflow actions can be achieved with a specific option in the Actions dropdown list
- If what you are seeking is not present, the outcome can usually be achieved with a 'Custom Screen'
- A Custom Screen is a configured set of fields that exist within the System, and then pulled into a Workflow
- The content on the Custom Screen enables the user to not only view, but interact with and adjust if needed
To create a Custom Screen for use in a Workflow/Task Action:
- Settings > Customise Screens > Custom Screens
- Create a new Custom Screen
- Give the Custom Screen a Name and select the appropriate entity type
- Drag the fields you desire onto the right hand side; if desired, you can select the format as 'Half-Grid' which will enable fields to sit side-by-side
- Save the Custom Screen and it will now be available to select as a Custom Screen option inside a task
- Decision Points allow a user to create alternate options, or a fork in the road at the end of a task
- For example, when attempting to book in an appointment the decision point would be "Could you contact the client?" or "Did the client accept the review offer?"
- A user will only be presented with the Decision when they have completed a task, which will then enable them to decide which direction to take with the workflow
To include a Decision Point in your Workflow:
- Navigate to Menu > Practice Management > Workflow Design
- Within editing a Workflow, drag a Decision onto the design page
- Enter a description for this Decision and link a Task into the Decision
If a Decision is a 'Question', then the Options are the possible 'Answers' to the question.
They allow us to set the potential outcomes that a user might encounter during a workflow.
If we continue with the example of attempting to contact a client, our relevant options might include:
1. unable to contact the client
2. appointment booked
- Drag/drop the Options onto the swim lane
- Double click on the Option to change the text
- Connect the Decision to both of the options
There is a maximum of 10 Options being connected to the same Decision point.
- These options can then be connected to other tasks to advanced the workflow/process, or connected to other tasks
Configuring Workflow Roles
Roles are the options of responsibility when creating workflows; they can contain one user or a group of users depending on what is required.
To configure Workflow Roles:
- Settings > Workflow Settings > Roles
- Create a new role (with a unique name) and add the relevant users to that role