Lead Screen - Instigating Workflow Cases

This article explains how to instigate one or more Workflow Cases at the time a Lead is made successful.

For detailed information about other Lead screen features, please refer to the Support Centre article Lead Screen.

Before continuing, please ensure that you are familiar with the main features of the Lead Screen.

When a Lead is made successful, one of more Workflow Cases can be instigated automatically.

Upon selecting the Successful option in the Status dropdown list, several additional fields are presented, including the Workflow Cases field:

Selecting a Workflow Group from the dropdown list (visible in the previous image), displays the Case Tasks for the selected group:

The previous image shows an example Workflow Group that consists of four Case Tasks.

If some tasks are not required (for example, they are not relevant in the context of the current Lead), they can be unticked.

To add another Workflow Case to the Lead, press the plus (+) icon adjacent to the Workflow Group dropdown list (visible in the previous image). An additional Workflow Cases dropdown list is displayed below the Case Tasks for the first Workflow Case:

Choosing a Workflow Group from the second dropdown list will display the Case Tasks for that group:

This process can be repeated to add further Workflow Cases to the Lead.

When the Save button is pressed, all selected Workflow Cases are instigated immediately, and are shown in the Related To field within the Lead:

Only the first (topmost) Workflow Case is directly related to the Lead; additional Workflow Cases are related indirectly. For example, viewing the Related To field in WF202, shows that it is directly related to the Lead, because it was the topmost item in the Lead:

In this example, because WF203 is indirectly related, the Related To field within WF203 will not display a link to the Lead. However, in the Related Workflows field within WF203, it can be seen that WF202 is related, thus the current Workflow Case (WF203) must also be related to the Lead:

Unselected Workflow Case Items

If multiple Workflow Case dropdown lists are visible, as a result of pressing the plus (+) icon, and a Workflow Case has not been selected from the dropdown list, then that unselected item will be removed when the Save button is pressed. In the following image, the plus icon has been pressed three times, to present a total of four Workflow Case selections. However, only the second Workflow Case selection has been populated (as highlighted in the following image):

When the Save button is pressed, the unpopulated items will be removed, and only the populated Workflow Case will be instigated.

Removing a Workflow Case Item

Prior to pressing the Save button, unneeded Workflow Case items can be removed by pressing the minus (-) button adjacent to the item to be removed (visible in the previous image).

However, pressing the Save button automatically removes all unpopulated items, so it is not strictly necessary to remove unpopulated items (subject to mandatory field requirements)...

Mandatory Workflow Field Considerations

If your CommTrak has been configured such that at least one Workflow Case selection is mandatory, the first Workflow Case must be specified. Failure to populate the first Workflow Case will result in a mandatory field warning.

In the following image, Workflow Case selection is mandatory, but the user has pressed the Save button without populating the first Workflow Case dropdown list:

In this example, if only one Workflow Case is required, the first dropdown list must be populated with the required Workflow Group and the second item (currently populated) must be deleted by pressing the minus (-) icon.