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Workflow User Guide
Workflow User Guide
CONTENTS
Section Page
Workflow Overview & Benefits 3
Workflow Platform Tutorial 8
User Permissions 9
Workflow Home (Task List) 13
Task Details 15
Settings/Task Auto-Generation 17
Reviews Tasks 20
Listings Tasks 26
Custom Tasks 31
Task Summary Report 33
User Summary Report 34
Notifications 35
Workflow Overview & Benefits
Workflow Overview & Benefits
This user guide walks you through Workflow, a comprehensive task management and productivity system!
Overview
Included are a review of the application and benefits, as well as a tutorial of Workflow’s most important features.
Workflow Overview & Benefits
Overview
Workflow is a task management and productivity tool that identifies and helps you take action on issues needing your attention. It provides a system for tracking and prioritizing reputation, social media, SEO, and other tasks within the platform. This includes things like responding to reviews, commenting on social media posts, and updating your listing information.
Tasks can be automatically or manually generated and assigned to specific users in your account based on their responsibilities, with the desired priority and due date associated to each. You can track the status and history of each task through completion and leave notes for one another with any relevant information or questions. There is even a built-in approval system you can implement for sensitive tasks like responding to reviews or posting to social media. The integrated notification system will alert users of any updates to their tasks, including when new tasks are assigned to them.
Workflow reports allow Admins to monitor total activity levels across the team and account, as well as important KPI’s like the average time to complete each task type.
Reviews Tab: ReportsWorkflow Overview & Benefits
Some of the many benefits Workflow provides include:
• Identifying situations that need your attention.• Prioritizing activity based on what’s most important to your credit
union or members.• Creating efficiencies to manage responsibilities and workloads.• Tracking important issues throughout the resolution process.• Communicating and collaborating so tasks are handled
appropriately.• Measuring productivity across team members.• Controlling quality with the use of approvals• Reporting KPIs to management
Reviews Tab: Competitor ComparisonWorkflow Overview & Benefits
Task TypesReviews• Respond to Review: reply to member reviews about your credit union on sites like Google and
Facebook. Optional approval process for posting responses.
Listings• Add Listing: if no listing exists for your location on a website, create one.• Update Listing Details: fix any inaccuracies on listings; for example, the wrong phone number.• Optimize Listing: enhance your listings with categories, photos and business descriptions.• Delete Duplicate Listing: delete duplicate listings to avoid SEO penalties and rogue information.
Custom• An open-ended task you define based on your unique needs.
Social Media (Coming Soon!)• Respond to Social Post: reply to comments fans are leaving on your social media pages. Optional
approval process for posting responses. • Publish Social Post: create social media posts to publish to your pages. Optional approval process
for publishing posts.
Reviews Tab: Review Site Summary
Workflow Platform Tutorial
Workflow User Permissions
Task Admin
▪ User has access to all tasks across all users▪ Users without this permission only have access to tasks assigned to
them and any unassigned tasks.
▪ User has reporting on all tasks across all users▪ Users without this permission only have access to reporting on tasks
assigned to them.
▪ User has access to the Workflow Settings tab
Submit Review Response▪ User can submit review response drafts, but their drafts need to be
approved by a user with response approval access before they are published.
Approve Review Response▪ User can publish their own review responses (without needing approval) as
well as approve, edit, or reject responses from other users that have been submitted.
Approve Social Post▪ User can publish their own social media posts or responses/comment
(without needing approval) as well as approve, edit, or reject responses from other users that have been submitted.
Workflow User Permissions
Workflow Interface
The platform interface for Workflow consists of five primary components/pages:
1. Workflow Home (Task List): a list of all existing tasks, filterable by type, status, priority, assignee (user), location or date.
2. Task Details (Task UI): all details of an individual task.3. Task Summary Report: a detailed breakdown of task totals and statuses by date. 4. Productivity Report: in-depth insight into output per team member for all task types and
statuses by date. 5. Workflow Settings: an admin screen used to configure preferences for autogenerating
tasks and their default parameters.
Reviews Tab: Branch Comparison Report Workflow : Task List
Filters
Search for tasks
Change view to see tasks by group or location
Advanced
Filters
View, edit, or delete task
Click row to open a task
Workflow : Task List
Workflow Menu Counts in statuses
Click arrows of any column to sort
Create custom tasks
Red date means task is overdue
Workflow: Task Details (Task UI)Task summary
Unique ID for task
Click to change fields
Description (customizable)
Specific task details
Take action on task
Origin of task
Workflow: Task Details (Task UI)
Comments between users (use to leave
notes to one another)
History of all activity on task
Workflow: Settings Task Auto-Generation Rules
Create new rule
Copy rule
Delete rule
Summary view of current rules, click to
expand
Search for existing task assignment rule
Task types
Provider(s) included in rule
Assignee for new tasks created
# locations in rule
Workflow: SettingsReviews – Task Auto-Generation Rules
Providers to include
Set locations to include
User tasks are assigned to
Star ratings to include
Due date given to tasks
Days to exclude from due date
Priority given to tasks
Name rule
Workflow: SettingsListings – Task Auto-Generation Rules
Select locations to include
User tasks are assigned to
Priority given to tasks
Days to exclude from due date
Due date given to tasks
Missing Data to fix
Providers to include
Name rule
Workflow: Respond to ReviewCreate Review Task
Review details including user/member name, date,
rating, and comments
Click to open reviews tab for
responding
Click to open the listing where the review was posted
Workflow: Respond to ReviewDraft Response
Depending on approval settings, this button will either read “Submit for
Approval” or “Immediately Publish Response on Listing”
Select a saved response template
Response text
Load all reviews for this location
Workflow: Respond to ReviewResponse Approval
Actions available to admin user:
• Accept & publish response
• Edit response & publish
• Reject response
• Add note about response
Indicates response is awaiting approval from an
admin. Task is automatically moved to “pending
approval” status.
Workflow: Respond to ReviewResponse Approval
Response is approved and published. Task
automatically moved to “Complete” status.
Workflow: Respond to ReviewResponse Approval
On reviews tab, filter to “Only Reviews with a
Response Pending Approval”
Workflow: ReviewsCreate/View Task from Reviews Tab
Create a new task or view an existing task for an
individual review
Workflow: ListingsMissing Listings Task
Click to open Missing Listings Report. URL for
listing can be added once created. Location missing from
provider
Workflow: ListingsUpdate Listing Details Task
Inaccurate information is highlighted
Click to open listing and update with corrected
information
Workflow: ListingsOptimize Listing Task
No business description on listing
Click to open listing and make corrections
No categories on listing
No photos on listing
Workflow: ListingsDelete Duplicate Listing Task
List of duplicates. Click on links for each listing to open
duplicates and remove.
Primary listing under your management
Workflow: ListingsCreate/View Task from Listings Tab
Enter listing URL once created
Create a new task or view an existing task for a specific location
View or leave notes about listing
Workflow: User Report
Detailed activity metrics for each user
Ratio of tasks completed on time
and overdue
Users ranked by tasks completed or assigned
Filters
Workflow: Task Notifications
Expand Bell to review updates and access tasks
Notification Bell with unseen task updates
Workflow: Task Notifications
Widget on Snapshot Tab of next tasks due
Pop-up notifications in real time for any task updates
Workflow: Real Time Email Alerts
Go to My Account > Notification Settings and
select the types of updates you’d like to receive in real-
time email alerts
Workflow: Daily Email Alerts
Preview of email alert contentsApply desired filters
Select gadget
