Overview of Desktop Workflows

To promote efficiency and reduce the chances for human error, you can create highly customized desktop workflows that guide agents through complex customer interactions and data updates.

When following elaborate business processes, staff members often evaluate critical information and perform a variety of actions across multiple records. A desktop workflow is a sequence of workspaces, scripts, decisions, and actions—even other embedded workflows—that supports a business process. Using an intuitive design interface, you define a workflow by assembling a set of elements into a logical order to form a flow diagram, then adding decision logic to advance the flow.

After you have designed a workflow, you can provide staff members access to it by selecting it in place of a workspace for an editor within their profile. When a record is opened into that editor (an incident, for example), the staff member is guided dynamically through the workflow, starting at the entry point. Events and conditions are evaluated and executed in the sequence you have specified. For instance, when a staff member updates the value of a field, the workflow can evaluate the update and open a related record in a different workspace.

In this way, you can provide your staff with an environment tailored to their skills and responsibilities. When their activities are supported by an optimized workflow, staff members can worry less about remembering the details of your complex business processes and focus more on completing them accurately.

Note: Before designing desktop workflows, it is important to first become familiar with workspaces, workspace rules, guides, agent scripts, and script rules—and the strengths and benefits of each—to better understand how workflows are used to integrate them. See Overview of the Dynamic Agent Desktop.