How to Design a Workflow

Workflows are a simple way to personalize your desired outcomes. With workflows you can define a process that happens during the life cycle of a case.

Configuration | Designing a Workflow | How to Create a Recurring Task on a Workflow


Workflows can be created, defined, and turned on in cb Admin. Currently, Workflows can be found in Providers and cb Engage. 

In cb Admin, find the Providers section or cb Engage section on the left hand navigation menu, then click Workflows. You will be brought to the configuration page. 

Here's an example of the Workflows section in Providers: 

Here's an example f the Workflows section in Engage: 

Screen Shot 2021-11-23 at 2.21.15 PM

The following three workflow templates are available to edit and use in Providers (or you can create your own).

  • Critical incident report response
  • Provider Approval checklist
  • Change of address process

The following workflow template are available to review Engage (or you can create your own).

  • New Case Assignment Checklist
    Note: this template is read only

Designing a Workflow

  1. Open a workflow template or click on the add icon to create a new workflow
  2. Name/edit the workflow and add a description of what the process is set out to accomplish. 
  3. When should this workflow run? Select a trigger to run the workflow by choosing a data field (e.g. provider type, license status, etc.) and a value. This data trigger will automatically create a new instance of the workflow whenever the field has a specific value
    Note: A workflow can be manually started on a provider profile or a case file.

    Workflows can be triggered in two ways:

    1. Workflows are triggered based on the creation or update of an enumerated value that is one-to-one with the provider entity.

      The following fields are available to choose in Providers:

    • Provider status

    • Provider type

    • Provider subtype

    • License status

      The following fields are available to choose in Engage:

    • Case type
    • Case status

    • Count

    b. Workflows may be triggered manually within the Provider Profile or Case File.

  4. What are the steps in this workflow? Name each step in the workflow (required) then add the step description (e.g. what are workers trying to accomplish). 
    Next, for each step add:
    • Steps - workflow steps must be completed in order, but the tasks inside a step can be completed in any order.
    • Tasks - these are individual items that need to be completed. You can choose between a checkbox (confirmation task), uploading a form, or completing a form.  To provide clarity you can add a description to a task as well.
      • You can indicate that a task is required by checking the box
      • Tasks appear in the same order that you create in the workflow step
      • You can re-order the tasks by dragging and dropping them. 

    • Assignee - every step can be assigned, either to the same person, or different people per step. There is a drop-down menu of assignee options.
    • Deadlines - Here you can add a deadline for when the step must be completed.
      • You can choose the deadline based on when the step started or when the workflow started
      • Determine how long after the event should the deadline be. See example below
    • Reviewer  - If a step in your process requires a review, say from a supervisor, you can add one to any step. Once all the tasks are marked as completed, the reviewer will have the ability to review the tasks, comment and send back, or approve the step.
      • Note: If steps require a reviewer, a worker cannot move on to the next step in the workflow until the reviewer has approved the step

How to Create a Recurring Task on a Workflow

  1. As an admin user, go to cb Admin and then click on the 'workflows' link under either cb Engage or cb Track (depending on which workflow you want to add recurring tasks to).
  2. To edit an existing workflow, first, deactivate the workflow, and you can edit. Or you can create a workflow from scratch.
  3. Within a step, add a task (or edit an existing task if you are updating an existing workflow).
  4. Select 'yes' for 'is this task recurring?'
  5. Enter how often the task should repeat.
  6. Choose if you want the task to continue to recur as long as the step is open, or if you want to limit it to a specific number of repeats. When the step begins, the first instance of the task will already be visible and active.
  7. Save the task, step, and workflow, and set the workflow to active.
  8. When the workflow is added to a Case or Provider, the task will recur within that step with the configurations you selected. Within the step, a recurring task will have the recurring icon, and hovering over it will give you more information on how often the task will recur.
  9. New tasks will appear in the step as they recur. E.g, if the recurrence is set to daily, a new task will appear in that step each day.