Creating your first Workflow
Last Updated: 2022/05/09
Create your first workflow using the Workflow Builder. The workflow builder is a powerful, easy-to-use interface. It allows you to create, update and modify workflows- without any need for code or coding knowledge! With the Workflow Builder, you can:
Follow the guide below to discover how to tailor your workflows to your business to complete tasks seamlessly.
Add custom statuses to track the progress of the task
You can add different statuses when building a Workflow. These statuses help outline each sub-process needed to complete the task and clearly show the task's progress. E.g. in our Meeting Workflow, these statuses define the processes/sub-tasks that need to be carried out to complete a 'Meeting' task and show users' the status of the task:
How to add a Status
Add custom forms & actions for each status
With the SwiftCase Workflow Builder, you can customise your workflows with forms and actions. Using forms and actions in your workflows can drastically cut down on time spent collecting data from your colleagues or clients. Thanks to SwiftCase's collaborative focus, users can go into the Task page and log all the necessary information themselves. Meaning you don't have to request information from colleagues and clients to then log yourself.
Decide how and when your workflow/task moves status
You can use the Moving Rules to customise how and when the Task moves status- these can be Questions Answered, Buttons Clicked, and Expert Allocated.
How to add Moving Rules
Add custom Automated Events to your Workflows
Make use of Automated Events to automate the small tasks that take up a lot of time, like sending an email or creating reminders.
How to Add Automated Events
Ensure SLA through Workflows
SwiftCase has a RAG system, as seen in the Workflow Builder. Red, amber and green signify tasks that have exceeded, are close to exceeding, or are on track. All jobs should start as green and, ideally, stay that way until completion, thereby meeting your Service Level Agreements internally and externally. E.g. a task could move from green to amber if you don't resolve a customer request within 2 hours, then marked as red after 4 hours. You can then configure amber and red alerts to trigger messages to the various parties involved, depending on their level of urgency, to indicate that action is required.