Workflow Introduction
Workflows are used for managing business processes within your organisation. For example, following a successful sale, certain tasks need to be performed in sequence, such as preparation of equipment, site survey, invoicing, etc.
Together with other features, CommTrak Workflow keeps track of the status of each of these processes, notifies staff members when their tasks are due or overdue, and provides management reporting features to assist in the refining of business processes.
In this article:
Workflow Groups
A Workflow Group is the blueprint for a new Active Workflow Case, and has a unique name and a list of workflow tasks. Each task within a Workflow Group is assigned to one or more CommTrak users.
A Workflow Group may also contain a Workflow Branch, which can be started when the previous task in the Workflow Case has been completed.
For information pertaining to the configuration of Workflow Groups, see Support Centre article Workflow Groups (Settings).
Workflow Tasks
A workflow task is a description of a single task that should be completed by individual or multiple CommTrak users.
A workflow task consists of the following elements:
Task Description
A descriptive label for the task.
Email Notifications
When should notifications be sent.
When due, email
Which staff member(s) should be notified when the task is due or overdue.
Due within
Within how many days should the task be completed.
Task Information
Task information is available to users when viewing an Active Workflow Case, and aids the user in understanding what processes the task entails. Task Information can be in the form of either a:
- Task Hint: A brief text description of the requirements for the task
- Document: A link to a document in the CommTrak Document Library
A single task can be allocated to multiple workflow groups; for example, a single task such as Contact customer to confirm dispatch of goods, could be used in the workflow groups for processing the sale of several different product types.
For information pertaining to the configuration of Workflow Tasks, see Support Centre article Workflow Tasks (Settings).
Workflow Branches
A Workflow Branch has a unique name, and can contain a list of one or more Workflow Groups that can be started when the previous task in a Workflow Case has been completed.
For more information, and examples of Workflow Branch usage, see Support Centre article, Workflow Branches.
For information pertaining to the configuration of Workflow Branches, see Support Centre article Workflow Branches (Settings).
Workflow Case
A Workflow Case is an instance of a Workflow Group, and is always associated with a specific customer.
When a Workflow Case is instigated, or when a task is due, CommTrak will send a notification email to the CommTrak user(s) assigned to complete that task. Notifications for individual Workflow Tasks, and for individual CommTrak users are configure in the following Support Centre articles:
Workflow Miscellaneous (Settings) - Company-wide setting for determining whether or not Workflow email notifications are sent
Users (Settings) - Workflow notifications can be overridden per user (see Receive Workflow Emails field)
Workflow Tasks (Settings)- Determines when a specific Workflow Task email notification is sent
Depending upon the above Workflow email notification settings, when a task is marked as completed, and the workflow saved, an email will be sent to the CommTrak user responsible for the next task within the Workflow Case, and so on, until all the tasks have been completed, at which time the workflow case is considered to be closed and no-longer active.
The Active Workflow Cases Screen is accessed by clicking Workflow on the CommTrak Main Menu; this presents a filterable list of all active workflow cases for all customers.
A list of active workflow cases, and history of completed workflow cases for a specific customer can be viewed by clicking the Workflow tab at the top of the customer screen. To view the detail of a specific workflow case, click the required workflow group to display the Workflow Case Screen.
A workflow case can be started from a successful Lead or, it can be started manually, by selecting the required workflow from the drop-down list at the top of a customer's Workflow screen.