CRM Workflows - img1.wsimg.com

CRM Workflows

User Guide

[2.0]

© 2020 Advisor360°, LLC. All rights reserved. Internal use only.

Table of Contents

CRM Workflows ............................................................................................................................................ 1

Introduction ............................................................................................................................................. 1 Overview ............................................................................................................................................. 1

Where to Find It .................................................................................................................................. 1

Workflow Templates ............................................................................................................................... 2 Types of Templates ............................................................................................................................. 2

Creating a New Workflow Template with Activities .......................................................................... 2

Editing a Workflow Template ............................................................................................................. 4

Cloning a Template ............................................................................................................................. 4

Applying a Workflow Template to a Household ................................................................................. 5

Deleting a Workflow Template ........................................................................................................... 6

Active Workflows ..................................................................................................................................... 7 Viewing Client- or Household-Level Workflows ................................................................................. 7

Reviewing All Practice-Level Workflows ............................................................................................. 7

Filtering the Workflows Tab ............................................................................................................... 8

Saving Workflows as a Dynamic Group .............................................................................................. 8

Saving Workflows as a Static Group ................................................................................................... 9

Activities .................................................................................................................................................. 9 Navigate to the Workflow .................................................................................................................. 9

Creating a New Task or Phone Call in an Activated Workflow ......................................................... 10

Editing an Activity ............................................................................................................................. 11

Filtering Activities on the Client360˚ CONTACTS Tab ....................................................................... 11

Adding a Touchpoint to an Activity .................................................................................................. 11

Editing a Phone Call .......................................................................................................................... 12

Completing an Activity ..................................................................................................................... 12

Deleting an Activity ........................................................................................................................... 12

© 2020 Advisor360°, LLC. All rights reserved. Internal use only. 1

CRM WORKFLOWS

Introduction

Overview

A workflow is a repeatable group of activities that represent a work-related process.

The Workflows tool allows you to establish a documented process to save time and effort, as well

as complete processes accurately without forgetting any portion of that workflow. Examples of

commonly used processes that you'd establish as workflows include:

• Annual client reviews

• New client onboarding

• New insurance opening

Additional information:

• Workflows are comprised of activities (tasks and phone calls) that relate to workflows.

• If the sync feature is used, each step or activity in a workflow turns into an Outlook task with

reminders to the appropriate person.

Where to Find It

• Client360° >

• CONTACTS tab >

• Activities subtab

• Workflows subtab

• DASHBOARD tab >

• Active CRM Workflows widget


• Recent CRM Activity widget

• Practice360°® >

• ADMINISTRATION tab > Workflows tile > Workflow Templates or Create New

Templates

• CRM ACTIVITIES tab

• WORKFLOWS tab

• Workflow icon:

Workflow Templates

Types of Templates

There are two types of templates: existing and new. You can access these templates at

Practice360° > ADMINISTRATION tab > Workflows tile.

• Existing templates:

• Pre-established (canned) templates: These templates are starting points so that you don't

have to create a workflow template from scratch.

• Existing office templates: These templates are those used once your office creates its own

templates, either brand new or cloned (customized canned template).

• New/from-scratch templates:

• Design a template and name it by using the description of the workflow.

• When you create a template, you’re considered the owner by default. To assign the

template to anyone in your business unit, select that person from the drop-down list in the

Owner field.

Creating a New Workflow Template with Activities

Go to Practice360° > ADMINISTRATION tab > Workflows tile > Create New Templates and then

complete these fields:

1. Workflow Title: Name the workflow consistent with the purpose of the workflow.


2. Workflow Template Owner: Enter the name of the person primarily responsible for

maintaining the template, although anyone in your office may make changes. By default,

your name appears as the owner of the workflow template.

• Select the drop-down menu and then a name to change the owner to another member of

your office.

• Changing the name does not determine who will own the individual tasks within the

template, just the overall template itself.

3. Name Your Anchor Event: Enter the name of the event for which you'll base the due date of

your tasks. For example, Task 1 will happen 2 days before the anchor event.

• The event can occur in the middle of your workflow. For example, if “Client Review” is your

anchor event, you might have tasks that happen before and after that date. Or, all tasks

might occur after the event, for example, "Prospect becomes client” or “Check received."

• You need to enter a real date for the anchor event when you apply the workflow, and then

all other activity or task dates are created based on that event.

• Once you complete the field, you'll be asked to set up a task.

4. Select Next. A new page appears for you to enter related tasks.

5. Add Activity: Add tasks to the workflow.

• You must add a subject name and then choose when it needs to be completed in relation

to days before or after the anchor date. (Use “0” if it needs to be completed on the same

day as the anchor date.)

o Type: Select Task or Phone Call.

o Subject: Name of the activity or action.

o Due: Number of days/weeks/months before or after the anchor date that the

activity must be completed.

o Owner: Choose a member of the office to be the owner of an activity.

• The owner is responsible for completing the activity once the workflow template is

applied to an individual household or person.


• You can edit the person's name for each application of the template, so you don’t

need to create the same template multiple times if a different advisor or assistant

becomes the owner (based on the client).

o Select Add Note/Comment to add comments about the activity.

As a best practice, add any notes you think might be relevant to that activity

within the workflow. And then, when you apply the workflow to a household or

person, the accomplishments are clearly represented with each individual

activity.

o Select Create Activity.

Editing a Workflow Template

1. Go to Practice360° > ADMINISTRATION tab > Workflows tile > Workflow Templates.

2. Select the template under Workflow Templates and then the pencil icon (Edit). The template

appears with a list of activities.

3. Add a new activity or change/delete a pending activity.

• To add an activity, complete the fields under Add Activity and then select Create Activity.

• To change an activity, select the pencil icon on the activity line. On the Edit Task window,

make the changes and then select Apply & Close.

• To delete an activity, select X and then, in the pop-up, select OK.

4. Select Save or Save & Back to save your changes.

Cloning a Template

Use the cloning function when you want to copy a template but need to add, tweak, or delete

activities, and then save it as a new template.

1. Go to Practice360° > ADMINISTRATION tab > Workflows tile > Workflow Templates. The

Workflow Templates window appears with all workflows.


2. Locate the workflow you want to clone and then select the double-page icon (Clone) in line

with that workflow. The workflow opens.

3. Add additional activities and then select Create Activity.

4. Once you make the adjustments, select Save As and then name the template.

5. Select Save & Close. Your new template appears in the list under Workflow Templates.

Applying a Workflow Template to a Household

You can apply templates to an individual within a household or an entire household. Depending on

where you are in the platform, you can start the process a few ways:

In Client360˚:

• From within an activity. If there’s an existing activity to serve as the anchor event:

o Apply the workflow through the Follow-up drop-down that becomes visible once

you save an activity.

o The best practice is to select Apply a Workflow from the drop-down menu. By

following this process, the anchor event date is automatically configured to be

the date of the activity you're applying the workflow from.

• From the CONTACTS tab. Go to ACTIONS: I want to... > Apply a Workflow from the drop-

down menu.

• From the CRM Activity icon. Select the two-person icon (CRM Activity) and then, from the

drop-down, Apply a workflow.

In Practice360˚, from the WORKFLOWS tab. Select ACTIONS: I want to... > Apply a Workflow from

the drop-down menu.

Once the Apply a Workflow window appears:

1. Select a template from the Select a Workflow Template drop-down menu. The title populates

the Workflow Name (Edit name if desired) field. You can alter the name for the workflow, if

desired.

2. From the Regarding field drop-down menu, select a name within a household for whom you

want to apply the workflow. This field defaults to the household.


3. Change the anchor event date, if necessary.

4. Select Review Workflow Activities That Will Be Created to review all workflow-related tasks

or to add tasks.

Changes only affect this application of the workflow, not the workflow

template.

5. For activities that happen to fall on weekend dates, review the activities with a yellow yield

icon (with the text "This activity falls on a [Saturday/Sunday]"). If you want to:

• Move all activities to the same option: Select the appropriate day in the "Move all

weekend activities to:" drop-down menu. Make one of these selections and then select

Update:

o The previous Friday

o The following Monday

• Move individual activities: Edit that activity. For additional information, see CRM

Workflows: Activities.

6. Select the pencil icon to change any other details around the activity (e.g., change the owner,

add documents, or add tags.)

7. Verify the list of activities and confirm all are accounted for and then select Apply Workflow

& Activities to create the activities.

Deleting a Workflow Template

1. Go to Practice360° > ADMINISTRATION tab > Workflows tile > Workflow Templates.

2. Select the workflow. The Workflow Summary page opens.

3. Select the red X for the template you want to delete. The Delete pop-up appears.

4. Select Delete Activity. The "Are you sure you want to delete this?" pop-up appears. Select

OK. (Select Cancel to cancel the action.)


Active Workflows

Viewing Client- or Household-Level Workflows

1. Go to the workflow in Client360° using the CONTACTS tab or the DASHBOARD tab.

• CONTACTS tab:

• Activities subtab: Look for the activity with the Workflow icon and then select that

activity.

• Workflows subtab: Select the workflow.

• DASHBOARD tab >

• Active CRM Workflows widget > View All Workflows and then select the workflow.

• Recent CRM Activity widget > View All CRM Activity. Look for the activity with the

Workflow icon and then select it.

2. Review the information.

3. Select the Show active Workflows only box to view only active workflows and then select

the workflow in the Workflow Name column. The Workflow Summary window appears with

a list of activities associated with that workflow.

• Subject: Name of the activity. The orange-highlighted line is the anchor event.

• Due: Completion date.

• Status: Status of the activity.

• Owner: Person who owns that activity.

• Edit: Select the pencil icon to make a change or close the item.

• Delete: Select the red X to delete the activity.

Reviewing All Practice-Level Workflows

1. Go to Practice360˚ > WORKFLOWS tab.


2. Review the workflows:

• Select a column header to sort by that title, based on how you want to review the

workflows.

• Select an active field (link) to view that information:

o Workflow Name: Takes you to that workflow and its activities.

o Regarding: Opens the Overview subtab of the Client360° CONTACTS tab for the

household or person to which the workflow was applied.

o Next Activity: Opens the Edit Activity window for you to review the activity.

• If an orange exclamation point appears next to the date in the Next Activity Due Date

column, that activity is overdue.

Filtering the Workflows Tab


2. Select the funnel icon (Filter) to the right of the Practice360° Group field. The Filter Results

pop-up appears.

3. Choose your filtering options and then select Apply.

Saving Workflows as a Dynamic Group


2. Select the funnel icon to the right of the Practice360° Group field. The Filter Results pop-up

appears.

3. Choose your filtering options and then select Apply.

4. Select the disk icon (Save) next to the Practice360° Group drop-down menu.

5. Enter a group name and then determine who can view the group.

6. Select Save. For additional information on dynamic groups, refer to the Groups User Guide >

Dynamic Groups section.


Saving Workflows as a Static Group


2. Depending on how you want to group workflows, select one or more boxes to the left of

each workflow name. For example, you might want to group all annual review workflows.

3. Select ACTIONS: I want to... and then Save Selected Workflows as a Group (Static Group).

The Save as a Static Practice360° Group pop-up appears.

4. Complete these fields, as applicable:

• Create a new group: Enter a name for the group in the Create a new group field.

• Add to an existing group: If you want to add the selected workflows to an existing

Workflows group, select the group name from the Group Name drop-down menu.

• Viewable by: Just me or Everyone with access to Advisor ID (select the advisor number).

5. Select Save. This group now appears in the Practice360° Group drop-down menu.

Activities

Navigate to the Workflow

Whether you’re reviewing, adding, or changing activities and tasks for a client or household, you

can navigate to the workflow summary in Client360˚ in a few ways:

CONTACTS tab >

• Activities subtab: Look for the activity with the Workflow icon and then select it. When the

Activity window opens, select the workflow link in the Workflow field to open the

Workflow Summary window.

• Workflows subtab: Select the workflow to open the edit window. Select the workflow link

in the Workflow field to open the Workflow Summary window.

DASHBOARD tab >


Active CRM Workflows widget > View All Workflows. Follow the Workflows subtab

navigation.

Recent CRM Activity widget > View All CRM Activity. Follow the Activities subtab

navigation.

Creating a New Task or Phone Call in an Activated Workflow

1. Navigate to the workflow.

2. Select Add a new activity to this workflow and then select either:

• Add Task: The Create New Task pop-up window appears, or

• Add Phone Call: The Create New Phone Call pop-up window appears.

3. Complete the fields. Keep in mind:

• Select Choose Files to add related files to this activity.

• In the Owner field, select Only owner can view/edit, if applicable.

• Select the appropriate reminder in the Reminder field.

• Be sure to select the appropriate status, Open or Completed.

• Add any related notes or comments. Select Insert Date and Time to add that information

at the top of the Note/Comment field.

• For phone calls:

o If the call is connected to a client review, select the Client Review box next to the

Subject field.

o Remember to select the call type, Incoming or Outgoing.

o Set start and end times as well and be sure to select Set Time in order to sync the

call as an appointment in Outlook. If you do not select Set Time, the call syncs as a

task.

• Add any applicable tags to the Tags field.


4. Select Save & Close.

Editing an Activity


2. Review the list of open activities and then select the pencil icon. The Edit Task pop-up

window appears.

3. Add any related notes or comments. Select Insert Date and Time to add that information at

the top of the Note/Comment field.

4. Make the changes and then select Save & Close.

Filtering Activities on the Client360˚ CONTACTS Tab

1. Go to Client360˚ > CONTACTS tab > Activities subtab.

2. Select the filter type and then enter the applicable information. Filter types:

• Activities: Select the blue arrow next to the column header.

• Tags: Select Filter by Tag(s).

• “Regarding:” field: Select the Filter by “Regarding.” field.

Adding a Touchpoint to an Activity

Your last, next projected, and next scheduled touch points for the household appear on the right-

hand side of the gray header of the Activities section. To set up a touch-point schedule or to edit

an existing touch point:

1. Go to Client360˚ > CONTACTS tab > Activities subtab.

2. Select Touch Point and, in the pop-up window, enter or edit the information and then select

which contact types you want to consider as touch points.



Editing a Phone Call


2. Locate the phone call and then select the pencil icon in the Edit column. The Edit Phone Call

pop-up window appears.

3. Make the changes and then select Save & Close.

Completing an Activity


2. Locate the activity and then select the pencil icon. The Edit Task pop-up appears.

3. Add any applicable information, including a note or file.

4. Select COMPLETED in the Status field.


Deleting an Activity


2. Locate the activity you want to delete and then select the X icon (Delete). The Delete pop-up

appears.

3. Select Delete Activity. The "Are you sure you want to delete this?" pop-up appears. Select

OK. To cancel the action, select Cancel.

Documents

CRM Workflows - img1.wsimg.com