Workboards and operational queue management

Workboards are the primary operational queue for case work. They organize cases into a usable worklist with configured visible columns and lifecycle status, and workflow steps can route cases to the intended workboard.

Workboards convert workflow state into an operational work queue. They help teams see the cases requiring attention, prioritize activity using the information shown in configured columns, and understand which cases belong to a particular step or group. This is the shared operational view that complements an individual analyst’s personal work list.

• Create, name, update, activate, and hide workboards.
• Select and order the visible columns.
• Map workflow steps to a workboard so cases are placed in the intended operational queue.

Steps to enable and configure

• Create the workboard in Experience Manager and select the required columns.
• Activate the workboard when it is ready for operational use.
• Connect the workboard to the relevant workflow steps.

Tips and considerations

• Keep each workboard purposeful and avoid duplicative queues.
• Use role-appropriate columns that support prioritization without exposing unnecessary information.