Workflow

Definition

A workflow is the series of steps a case goes through, before a final outcome of the process is determined.

The workflow appears as a horizontal bar at the very top of a case overview in the Case Manager.

Examples of paths a case can take through a workflow are:

  • Draft > Ready for Review > In Review > Ready to Sign > Signed > Approve

  • Draft > Ready for Review > In Review > Decline

To start configuring a workflow, click 'Create Workflow'.

Option

Description

Key

Enter a key by which atfinity will refer to the workflow.

Then, the options to precisely configure a workflow are manifold and divided over the two elements that define and change the position of a case in a workflow:

  • State and

  • Transition

State

The state of a case is its position in the workflow. It is defined by what actions you can perform while a case is in that state. For example: editing information is allowed, but uploading documents is not.

The state is also defined by the transitions that can be performed, for example allowing a case to go from 'Draft' to 'In Review', but not from 'Draft' directly to 'Signed'.

Defining a state comes with the following options:

Options

Description

Key

Enter a key by which atfinity will refer to the state.

Name

Give the state a name, which can be the same as the key.

Show in progress bar

Yes: the state will have a place in the Case Manager's progress bar.

No: the state will not be visible. For example, the state 'Declined' could be left out of the progress bar, even though it is a full state a case can obtain.

A good practice is to select 'show' for states that are part of the 'happy flow', the flow you hope for a case. This way, a user knows what to expect.

States in the progress bar appear in the order you specify in the configuration, meaning you can reorder them in any way you need.

Final successful state?

Yes: select this, for example, for the state 'Approved'. This means the case is finished with a final decision made. All changes made in the case will be applied, for example a contract will be created, or the address of an account holder changed. There are no further transitions possible. The only way to change information now, is to start another case.

No: the state you are configuring is not a final succesful state for a case. There is still work to be done in a next state before a final decision is made, so the case needs to transistion.

Final failed state?

Yes: select this, for example, for the state 'Declined'. It means all the information entered in the case will be discarded (although saved in the system), for example becase a contract is not valid because it was declined.

No: the state you are configuring is not a final failed state: there are still next steps for the case in the workflow, which can determine a final outcome for it.

Add Action

Actions describe what can be done while the case is in the state you are configuring. You can also determine who is authroized to perform specific actions. For an overview of actions, see below.

Example: while a case is in the state 'Draft', the action 'Edit information' can be performed by both the owner of the case and a compliance officer. If a case is in the state 'In Review', the action 'Edit information' can only be performed by a 'Reviewer'.

Add Transition

Select the states this case can move to. How you order the transitions for a state determines the order in which the buttons to perform the transitions are displayed in the Case Manager. See the next section on the exact configuration of transitions.

Transition

Transitions describe how a case moves from one state to another in a workflow. You configure what can trigger the transition: the click on a button, for example, or the fact that all required information has been provided.

You can also add specific tasks to a transition, which will be added to a case automatically when that transition moves it from state to state.

Furthermore, you can set who is authorized to trigger a transition.

These are the options for transitions:

Option

Description

Key

The term used in the system to reference the transition.

Example: 'Ready for Review'.

Name

The name of the transition in English, as it appears in the Case Manager.

Trigger

Select what should trigger the transition to another state. See options below.

Starting State

The state a case is in when the transition is performed.

Destination State

The state a case moves to after the transition is performed.

Warning

Add a warning about the move to the destination state.

Example: 'Are you sure you want to stop the onboarding process?' appears when a user presses the 'Abort' button in the Case Manager, triggering a move to the 'Aborted' state.

Ask to provide explanation

A user can be asked to explain why a case was transitioned to a state. This can be helpful to understand why, for example, a compliance officer moves a case to 'Declined'.

Authorized Roles

Select which roles are allowed to trigger this transition.

Example: the transition from 'In Review' to 'Approved' can only be triggered by a Reviewer or a Compliance Officer.

Task Handling

Add a task to a transition. See options below.

Actions

You can configure what actions can be performed on a case at which point in the workflow, by adding actions to a state. By adding roles to each action, only persons with those roles will be able to take that action.

These are the available actions:

Action

Description

Edit information

Add, delete, or change information.

Download booklet

Download the booklet of a case.

Upload booklet

Upload a booklet to a case.

Upload proofs

Upload proof documents to a case.

Delete uploaded PDFs

Delete uploaded PDFs, like proofs, from a case.

Change owner

Assign the case to a different owner.

Options when adding an action:

Option

Description

State

Select the state the action applies to.

Warning

A message which will appear when someone working on the case wants to perform the action, explaining the consequences.

Example: someone downloading the booklet while a case is still in the Draft state, could see the warning: 'This may not be the final verison of the booklet'.

Add Role

Select the role or roles that is/are authorized to take this action.

Example: you might want only compliance officers to be able to change the owner of a case; or only case owners and case reviewers to edit information.

Even though actions in different states might have the same name, you need to add separate actions to each state. After all, for different states, you might want to change the warning message, or the roles, making the overall action different.

Triggers

A trigger is an event, like the click of a button, that propels a case to a next state in the workflow. When adding transitions to your workflow, you select the trigger. These are your options:

Trigger

Description

All documents provided

When all required documents have been provided, a user will be asked to confirm a transition of the case to the next state.

All information and proofs provided

When all required information and proofs have been provided, a user will be asked to confirm a transition of the case to the next state.

All information provided

When all required information for this state has been provided, a user will be asked to confirm a transition of the case to the next state, for example to 'In Review'.

Booklet documents provided

When all required booklet documents have been provided, a user will be asked to confirm a transition of the case to the next state.

Button

A user has to click a button in the Case Manager to transition the case to a next state.

Edited information

Transition a case when information in it has been changed, added, or deleted. For example, this could mean the case has to go to 'In Review'.

Proofs provided

When all required proofs have been provided, a user will be asked to confirm a transition of the case to the next state.

Tasks

In the Case Manager, users can create tasks with names and descriptions. During configuration, you can specfiy what type of task should be created automatically when a transition is triggered. Choose from the following types:

Type

Description

Collect information

Arriving in the next state, a task to collect information will be added to the case.

Collect proofs

Arriving in the next state, a task to collect proofs will be added to the case.

Collect signed documents

Arriving in the next state, a task to collect signed documents will be added to the case.

Review case

Arriving in the next state, a task to review the case will be added to it.

An additional option when adding a task type to a transition, is to select an asignee. Your options:

Option

Description

Nobody

The type of task is not assigned to a specific role, leaving it open for anyone to take up.

Owner

The type of task is assigned to the owner of the case.

Example: assign a task of the type 'Collect information' automatically to the owner of a case.

Interactions

Workflows interact with these other key concepts:

  • Case: every case follows the steps defined in the workflow in order to complete its run through the process.

  • Process : a workflow is the roadmap of a process, giving clear directions on the steps it takes to reach the finish line.