Workflows in Academies unlocks the ability to define automations to manage contact segmentation, content enrollments and more. These can be configured with specific Trigger events, filters, and Steps (aka Actions) to handle repeatable tasks, save time and ensure accuracy and consistency.
Workflow Components
Workflow's will consist of:
Trigger: an event that defines how contacts enter a workflow.
Filters (optional): can be configured within the Trigger event to limit which contacts are eligible for the workflow. Filtering options are available for standard Contact attributes and Custom Registration Fields that can be captured at the time of registration/provisioning.
Step(s): an Action event that determines what should happen when the previous Trigger or Step occurs to progress the Contact forward through the workflow.
Example:
Trigger = Training Completed - 'Product 101'
Step = Assign Content - 'Product 202'
In this example, when any contact completes the training Product 101, they will be automatically enrolled into the training Product 202.
Define Filter Behaviour:
New Matches (Default): The workflow only applies to users who meet the criteria after the workflow is activated.
New and Existing Matches: Includes users who already meet the criteria today, as well as those who meet them in the future.
How to Set Up Workflow Automations
To set up a workflow:
Navigate to the Customer Learning Cloud Academy of choice
Click 'Settings' from the top nav menu
Click 'Workflows' from the sub nav menu
Click the "+ New Workflow" button
Name this workflow in the upper-left-hand corner for easy identification
Define the Trigger event
Available options include:
Contact became active: used when a contact becomes active in your academy via either native registration, SSO, instant authentication or other provisioning mechanism.
Contact entered segment: used when a contact enters a specific Segment via registration fields, manual segmentation or any other mechanism
Contact left segment: used when a contact is removed from a specific Segment via registration fields, manual segmentation or any other mechanism
Assignment created: used when a Contact is enrolled into a specific training via self service, admin enrollment, automation enrollment or any other enrollment mechanism
Assignment completed: used when a Contact completes a specific training
For each Workflow Trigger event, you can choose to filter the specific audience that the trigger applies to with the Filter options
Define the next Step event
Available options include:
Add to segment: this step will automatically add the Contact to a specific segment
Remove from segment: this step will automatically remove the Contact from a specific segment
Assign content: this step will automatically enroll the Contact into a specific Training that you will define
Wait a specified amount of time: this step adds a 'time buffer' between steps if you would prefer the next action occur after a set amount of days instead of instantly
If desired, it is possible to add multiple steps to follow a single Trigger:
Once your Workflow is configured appropriately, be sure to Activate the workflow by clicking the button at the upper-right-hand corner to enable the automation
This menu will also allow you to Pause or Delete the workflow, or View Contacts who have entered/completed this workflow.
Manual overrides and Retroactive Actions
Sometimes you need to trigger a workflow immediately for a specific group of people without waiting for the next system sync or you need to retrospectively add users to a workflow .
"Run Now" Functionality
If you have an Active workflow , you can manually trigger it to re-evaluate all active users against the trigger conditions.
How: Click the three-dot Action Menu on the workflow row and select Run Now.
Impact: This processes everyone who currently matches the criteria, including those who may have been missed by "New Matches" logic or those who met the criteria before the workflow was created.
Safety: A safeguard is in place to prevent duplicate concurrent runs if the button is clicked multiple times.
Reporting & Troubleshooting
To monitor which contacts are in a Workflow and which step they are on, Admins can reference the workflow Overview page by clicking on the Workflow name from the overview page.