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Workflows are the foundation for creating business processes that enable you to organize, execute, and analyze relationships and activities between people, data, and business operations. You can configure and customize your workflow business processes based on your specific business needs.
A workflow represents a set of rules, statuses, and actions, which specify the life cycle of a case assigned to the workflow. You can create and configure statuses and actions, or use default statuses and actions to represent your specific business activities.
A case can only be in one status at a time and actions can move the case from one status to the next. Every workflow has a start and end, and you determine how many statuses it requires and how a case transitions between statuses. We do not limit the number of statuses and actions you can add to a workflow, ensuring you have the flexibility to fully customize any business process.
Workflows allow users to automate various business processes through the use of projects, workflows, and cases. A project is a mandatory way of grouping cases into different categories.
Example: If you use multiple workflows to track the tasks associated with onboarding new employees, you might use Employee Management as the project to track the cases.
A workflow represents a specific business process, comprised of a series of steps a user takes to complete the business process. In Workflow, these steps are called statuses and the user performs actions to move a case from one status to the next.
A case progresses through each status of a workflow.
Using the employee onboarding workflow example, a user in the Human Resource department could log into Workflow and see a case for a new employee. That user could then perform actions to move the case through statuses to complete the workflow.
The following diagram illustrates the relationship between a workflow, cases, and projects:
This section describes the relationships between workflows, actions, and statuses, and provides step-by-step instructions on how to configure each.
See Add Workflow for detailed information on creating a new workflow.
To customize a workflow, go to Setup > Processes > Workflows and click on Edit action near the workflow you want to configure. We display these tabs:
Note: If you experience problems with the new user interface (UI) design, please contact Customer Support. See Legacy Pages Option for more information.