Workflows FAQ

Workflows are currently available in cb Intake, cb Engage, and cb Track.

How can workflows help me use Casebook as a worker?

Workflows will help with deciding what work to prioritize first, and it will also help with keeping organized and on top of things.

Workflows will define organizational expectations about steps to complete in processes, show workers the expected timeframes to complete processes and provide notifications about upcoming deadlines for these processes. 

How can workflows help me use Casebook as a leader?

  • Leaders can create checklists within tasks and enter descriptions for steps and for tasks. These descriptions will show up every time a user enters a workflow, serving as guidance to newer employees. 
  • Deadlines for workflows are calculated so that the user knows what’s due when. Workers can complete more work independently, confident that they’re tackling the right things in the right order.
  • When workflows are in process or complete, the workflows are listed as complete on the assigned provider. If a decision needs to be reviewed at the end of a process, it’s easy to navigate to the provider and see a detailed description about what happened and what files and forms informed decisions. 

What are workflows used for?

A workflow is a repeatable series of steps that define a business process. For example, it might be a process for licensing a new provider or for following up on an incident made about a provider. 

Workflows are valuable in keeping things organized and easy to find. 

Do I have to complete all the parts of a workflow?  What happens if there is one I cannot complete?

Currently, required tasks within a step must be completed in order to move forward to the next step.

Can I undo a step if I skip a step? 

Not yet, but you will be able to in the future. 

Will I be notified when a step is due?

Users who are assigned workflows or assigned steps within workflows will receive these types of notifications: 

  • A workflow has been assigned to you 
  • You received feedback on a workflow step
  • Workflow step is overdue 

Notifications about workflow comments will be emailed only. All other notifications will show up in Casebook and be sent through e-mail. 

I’m a supervisor. Will I receive notifications? 

Yes, supervisors will receive notifications to review a step in a workflow and/or if there's an overdue step.

What happens to all the information that I upload or submit as part of the workflow? 

Right now, all the materials are accessible in the workflow. When a user clicks into a completed workflow, a user sees all the materials submitted during the workflow, confirmation of all completed tasks. 

In the future, the files will be in the lists of attachments, forms on the provider profile. 

My supervisor and I negotiate timelines for completing my work together. Can I change deadlines in the workflow? 

Yes, the assignee and the deadline within each step can be edited. 

Is there data available on how long it’s actually taking my team to complete these processes (workflow)? 

Currently, this isn't available, but we are working on making it available in the future. 

How are workflows triggered?

Workflows can be triggered based on values in certain fields on an Intake, Case, or Provider record. 

Otherwise, all workflows can be triggered manually. Click on the + on the right corner of the workflows table and select a workflow from the list. 

I can’t trigger the workflow I want. It doesn’t show up in the list. 

There are two possible reasons the workflow you’re looking to trigger doesn’t show up in the list. First it might not be active. Double-check if it's active by going to cb Admin > Providers > Workflows. If it's inactive, click on the workflow and select the Activate button .

The second reason is that you already have the same workflow open on that provider. You can click through to older workflows to see if an open one with the same name is in process. We do this to make sure people don’t inadvertently create duplicates. 

In workflow creation, why should I fill out outcomes? 

Workflows are meant to support informed decision-making. Within the workflow creation process, an admin can define how a workflow will change that assignment [e.g., the provider or that case]. 

Example, if the licensing process is aborted, then the provider status changes to closed. This can be defined in the cb Admin workflow creation process. 

When I activate a workflow with automated triggers, does it impact my existing assignments?

No, workflows can’t be triggered retroactively based on existing values.

If I make a change to an existing workflow and then make it active again? Does that change appear in, in-process workflows? 

No, it doesn't. 

Can I delete a workflow from a record? 

Yes. Select the three ellipses icon to the right of the workflow and select delete