Workflows help you manage a case step-by-step directly within the case page.
How it works
- Open a case
- Locate the Workflows section in the top-left corner
- Click into the current step
- Take necessary action
- Move to the next step
Switch or remove a workflow
- Click the three dots next to “Workflows” on the case
- Select a different workflow or remove the current one
If a workflow is removed:
- It will no longer appear on the case
- Any associated data will be hidden but restored if the workflow is re-added
Permissions
Default Roles
- Owners, Primary Admins and Sub Admins will have default access to all workflows on cases they have access to
- Managers will only be able access to the Performance workflow on cases they have access to
- Viewers will have view only access to all workflows on cases they have access to
Custom Roles
- You are able to define workflow access for custom roles.
Note: Access can always be overridden on the individual case as needed. Under ‘Manage Access’ click ‘Edit Permissions’ for the admin.
Tips
- Complete steps in order to ensure nothing is missed
- Use comments and Vera to collaborate and move faster