Workflow Branches
Workflow Branches
A Workflow Branch has a unique name, and can contain a list of one or more Workflow Groups that can be instigated when the previous task in the Workflow Case has been completed.
The Complex Data branch highlighted in the above image, contains three Workflow Groups (Provisioning Launch, IT Department UC Order and ICT Branch).
When the Workflow Task prior to the Branch is ticked (completed), the Branch expands to show a list of the Workflow Groups that are contained within the Branch, as shown in the following image:
As seen in the above image, all the Workflow Groups within the Branch are ticked by default. The user can untick some or all of the Workflow Groups, if required.
When is clicked, any ticked Workflow Groups with the Branch will be instigated, and automatically related to the current Workflow case.
Workflow branches can be used in multiple scenarios; for example:
Decision-Making
The designated user can choose to start none, one, or all the workflow groups contained within a branch, depending upon the outcome of the previous task(s) or the type of Workflow.
Multiple Department Workflow Groups
Starting from a single workflow case, for example, following a successful product sale, multiple departments within your organisation may need to complete workflow tasks that are not dependent on the other departments; the workflow groups in a workflow branch could relate to various departments within your organisation.
Workflow Branch Example
Following a sale, a workflow is started, which contains several tasks required to initiate the ‘new sale’ process, and to follow it through to completion. After the initial tasks have been completed successfully, various departments may need to complete a separate series of tasks relating to the sale, but which are not dependent on the tasks to be completed by the other departments. In this case, a Workflow Branch containing several separate workflow groups could be started:
- The administration team’s workflow is dedicated to ensuring that the customer is fully profiled
- The technical team’s workflow is for planning the installation of the product, creating and scheduling jobs, etc.
- The finance team’s workflow is for organising the financing of the customer’s purchase, invoicing, etc.
- The sales person’s workflow is for managing customer satisfaction and setting CallBacks to maintain the customer relationship
Each of the workflows in the above example can run concurrently, and they are automatically related to each other, for easy reference from any of the active workflow case screens. See the Support Centre article, Workflow Case Screen, (Related Workflows field), for further information.
For information relating to the configuration of Workflow Branches, see Support Centre article Workflow Branches (Settings).