Connect related customer/member and engagements info in a centralized view by enabling Workflows. Workflows enables staff members to review all engagement activity related to a customer/member in one place, providing a unified in-app experience similar to a lightweight customer relationship management solution.

Workflows is enabled by default. To disable Workflows:

Workflows are accessible from Clients, Schedule, and from Dashboard for upcoming engagements. From Clients, staff members can create new Workflows, view existing Workflows, or add activities to existing Workflows. From Schedule, staff members can associate an appointment with an existing workflow or create a new workflow to associate with the appointment. From Dashboard, staff members can view a Workflow or add an engagement to an existing Workflow.

To access Workflows from Clients:

To view a Workflow from Dashboard:

For more info on creating Workflows, check out this article.

For details on how to add an activity to an existing Workflow, check out this article.

For details on how to create a Workflow from Schedule, add an appointment to a Workflow from Schedule, or view a Workflow from Schedule, check out this article.

In combination with Coconut’s Advanced Analytics, users can capture metrics related to the Workflows in use at their organization. This is done by adding Workflows-related dimensions to the Engagement Explore.

For example, you may want to determine whether some service categories have a higher use of Workflows than others. To do this:

All roles can create Workflows, view Workflows, and add activities to existing Workflows.