Creating the Workflow

Objective

After completing this lesson, you will be able to create a new workflow, including statuses and actions.

Overview

In this unit, we will cover the steps to create a working workflow. The workflow will be called Inquiry, and the system ID will be INQ. This workflow will have the following case statuses:

  • Review
  • Pending Adjustments
  • Provide More Info
  • Resolved
  • Denied
  • Withdrawn

Workflow Matrix Configuration

The workflow matrix contains the actual steps of the workflow. It is made up of statuses, which contain actions. You can add, remove, or modify actions within the matrix to tailor the workflow to meet the requirements of the business.

By default, when creating a new workflow, a set of default actions are added automatically. In many cases, some of these actions will be unnecessary. These actions should be removed, as otherwise they will appear to the users and may interfere with a smooth business process. In the Inquiry workflow, this happens in the following cases:

  • We do not want users to add or remove comments, or to attach or delete attachments, when cases are in the Resolved, Denied, or Withdrawn statuses. Therefore, we will disable the Add Comment, Attach Files, Delete Attachments, and Delete Comment actions for these statuses.
  • By default, the Assign action is available for each status. In our scenario, we will not be using this action, so it should be removed all statuses in the matrix.
  • The Edit Case action should not be available in this workflow.
  • Users should not be able to add a user to the team when the case is in Resolved status.

To learn how to configure the workflow matrix, watch the following video.

Create Workflow Statuses

In this exercise, you will create the statuses required for the Inquiries workflow as shown in the table below. The Resolved status already exists, so we do not have to create it.

Review
Provide More Info
Denied
Withdrawn

Steps

  1. Create the new Review status.

    1. From the Setup screen, select ProcessesStatuses.

    2. Select Add New.

    3. In the Name field, enter Review.

    4. Select Save.

  2. Repeat this step to create the rest of the statuses in the table.

    Note

    In the simulations, just do one or two; then show that the others have been created.

Create the Inquiries Workflow

In this exercise, you will create the Inquiries workflow and add the statuses to the new workflow.

Steps

  1. Create a new workflow called Inquiries.

    1. From the Setup screen, select Processes→Workflows.

    2. Select Add New.

    3. Enter the following information:

      • Name: Inquiries
      • System ID: INQ

  2. Add the statuses to the workflow

    1. Select the Statuses field

    2. Type Rev

    3. Select Review from the list

    4. Repeat this step to add the following statuses:

      • Assigned
      • Provide More Info
      • Resolved
      • Denied
      • Withdrawn

    5. Select Save.

Summary

  • The workflow matrix contains the actual steps of the workflow.
  • When creating a new workflow, select the statuses that will be included in the matrix.
  • Once a new workflow is created, a best practice is to remove any actions that will not be used for each status.

Learning

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