Context
Companies have standard processes for employees to follow. Financial advisors and their assistants must follow these processes to complete workflows such as KYC reviews or fund transfers. Salespeople must follow procedures to create quotes and get approval. These standard processes ensure no key actions are missed and compliance guidelines are followed.
The new workflow feature helps Maximizer users to:
- Create reusable templates with predefined tasks that can be assigned to different people based on their roles
- Execute streamlined workflows and track progress
- Get clear visibility into workflow metrics and associated clients
- Automatically start workflow based on conditions, trigger follow-up workflow based on workflow outcome, and update field values automatically when a workflow completes.
Workflow Templates
Workflow templates are the predefined task sequence that can be used repeatedly. You can also configure the automation triggers in each template to control how a workflow starts and ends. Once a template is applied to an entry, an instance of the workflow is created. You can track the start date and end date, and work on the tasks in the workflow.
Before creating workflow templates
Before you start to create templates, here are some recommendations for managing your workflow templates and tasks in workflows.
You can categorize your workflow templates. For example, if you are a financial advisor and you have workflows for investment and insurance, you can create categories and assign them to a template. This will help you to easily identify the purpose of the workflows. To create your categories, go to Settings > Workflows > System Fields.
Create interaction categories to help you categorize your workflow tasks. They can be used to generate activities reports. For example, assign “Review” category to all the tasks in KYC Review workflow and assign "New Account” category to the tasks in New Insurance Policy workflow. You can use the interaction categories to generate reports for the tasks and identify whether you are focusing on the right activities. To create interaction categories, go to Settings > Interactions > System Fields > Categories.
Create a workflow template
You can create templates for various processes in the Workflow Templates screen. To set up templates, go to the Workflows screen and click the Manage Workflow Template button.
There are two types of workflows. Decide which one you need when creating a template.
- Simple Task Workflow - This type includes a list of tasks that can be sequential or non-sequential. It's ideal for simple processes with a few tasks.
- Sequential tasks - Only one task is created when a workflow starts. When that task is completed, the next one is created.
- Non-sequential tasks - All tasks are created when a workflow starts and can be completed in any order.
- Staged Workflow - For comprehensive workflows with many tasks, use the staged workflow. Tasks can be grouped into stages, and tasks within stages can be sequential or non-sequential. All tasks in a stage must be completed before moving to the next stage.
To create a workflow template, click the NEW WORKFLOW button. A drop-down menu will appear with two options. Select the workflow type you need.
Create a simple task workflow
Enter a name and set access rights. If you have created workflow categories, select one for this workflow. Decide whether the tasks are sequential or not. By default, tasks are sequential.
Once the template is created, you can add tasks. Find the workflow in the table and expand it. Click the ADD TASK button. You can reorder tasks by drag and drop.
Create a staged workflow
To create a staged workflow, select the option from the drop-down, enter a name and set access rights.
After the workflow is created, find it in the table and expand it. Click ADD STAGE to add a stage.
When creating a stage, enter a name and specify whether the tasks in the stage are sequential or not. By default, tasks are sequential.
After a stage is created, add tasks into the stage. Tasks in each stage can be reordered by drag and drop. Create all stages in the workflow and add tasks in each stage.
Staged workflows are comprehensive and contain many tasks. It is recommended that you plan the stages and tasks carefully before entering them in the template.
Create tasks in workflow template
The dialog for creating workflow task is similar to the regular task dialog. You need to set a due date, enter a subject, assign a user and set interaction category.
Due Date - Tasks in a workflow template don't have specific dates. Set an offset for the due date based on the workflow start date or when the previous task is completed.
In the template example below, when the Insurance Renewal workflow starts on April 16, 2026, the first task will be created with a due date of April 16, 2026. When that task is completed, the second task will be created immediately with a due date set to two days later, on April 18, 2026.
Assigned To - You can assign a task to a specific user or use a merge field. There are two merge fields:
- Workflow Starter - The user who starts the workflow. For example, if an assistant starts the workflow with a client, the first task will be assigned to that assistant.
- Account Manager - The task will be assigned to the account manager of the company or household.
The merge fields make it easy for you to manage workflows. For example, you don’t need to create separate workflow for each advisor. If one assistant supports multiple advisors, you can assign all the administration tasks to the assistant and all the non-administrative tasks to the account manager.
Note that to use Account Manager merge field, you should make sure each household or company record has an account manager assigned.
Edit or delete workflow templates
Workflow templates can be edited or deleted if they're not in use. If a workflow has been applied to entries, it cannot be changed or deleted. A message will be displayed to indicate that the workflow is in use.
Once all workflow instances using the template are completed, the template can be edited or deleted.
You can always copy an existing workflow template and make changes. All tasks in the template will be copied to the new template.
Set up automated workflows
You may need to run workflows on a regular basis. For example, as a Financial Advisor, you need to conduct KYC review for all your clients every year. For an account manager, you need to start a renewal process certain days before a contract expiry dates. You can configure those workflows to be started automatically based on conditions. Additionally, you can automatically trigger a follow-up workflow based on an outcome of a workflow, and update field values when a workflow is completed.
Automated workflows include three key functions, triggering, branching and updating field values.
Triggering
Triggering controls how a workflow starts. By default, a workflow starts manually. Users need to select contacts and add them to a workflow. A workflow can also start automatically based on conditions.
In this release, workflow can be triggered by a date field as the primary trigger. For example, start the KYC Review workflow based on the Next KYC Review Date. The Insurance Review workflow is based on the Next Insurance Annual Review Date.
Once a date field is selected, you can add extra conditions based on other field types. For example, a Comprehensive KYC Review workflow can be triggered by the Next KYC Review Date and the Segment contains “A Client” or “B Client”. Click Add Condition button to add extra fields.
Note that if you have insurance and investment integration installed, you can use those fields to trigger workflows.
Branching
Branching controls how a workflow ends. You can specify the outcome of a workflow and determine whether a follow-up workflow is needed or not.
Click the Add Outcome button to open a pop-up where you can enter an outcome and optionally assign a follow-up workflow.
If a workflow has branching setup, when a user tries to complete the last task in the workflow, a pop-up will appear. The user must select an outcome. The associated workflow will be triggered automatically.
Note that if no outcome is selected (e.g., users close the browser), the last task won’t be marked as completed. The workflow cannot be completed.
Note about the follow-up workflow
You need to make sure the follow-up workflow is valid. For example, a workflow is linked to an outcome. Later, you delete all tasks in that workflow. The workflow becomes invalid and cannot be triggered when the previous workflow is completed.
Updating fields
Very often, some fields need to be updated after a workflow is completed. For example, when a KYC review is completed for a client, you need to set the Last KYC Review Date and the Next KYC Review Date. You can configure the workflow to update fields automatically when a workflow is completed.
In this release, you can only update date fields. Click Add Field button to select a field. You can set value based on the workflow completion date. Or you can add offset for the date. For example, your firm only requests conducting KYC review every two years, you can set the Next KYC Review Date to 2 years later.
The three components are independent. You don’t need to setup all three for the automation. For example, a New Client Onboarding workflow always start manually. But you can configure all three components for a KYC Review workflow.
Start a workflow
You can add entries to a workflow in the actions panel or using the actions menu.
In the actions panel on the Details tab, find the Start a Workflow button. Clicking this button opens a pop-up where you can select a workflow template and add the entry to the workflow.
You can also apply a workflow to multiple entries. Select the entries, click the Actions menu > Start a Workflow.
Note that in this release, workflows only work with Address Book entries. Support for opportunities, cases, and leads will be added in a future release.
Work on tasks in workflows
Tasks in workflows are the same as regular tasks. You can view and work on them in the Tasks and Activity Tracker screen and in the Timeline tab. The tasks from workflows are indicated with a special icon.
When open a task, the associated workflow name is displayed in the dialog.
Note
Workflow tasks are not displayed in Hotlist and Activities tab.
Complete the last task in a workflow
If a workflow has branching configured, when the last task in the workflow completes, you will be prompted to select an outcome.
Workflows screen
The Workflows screen is the centralize place for you to monitor the active workflows, and work on the tasks in workflows in a streamlined process.
Overview tab
The Overview tab displays the workflow metrics, the clients with active workflows and widgets which can help you to plan your tasks.
The Overview tab includes three sections.
Workflow metrics – Display # of active workflows, workflows behind schedule (any workflows which have overdue tasks) and # of completed workflows in a selected date range.
Clients with active workflows – Show the clients with active workflows in cards. If a workflow is behind schedule, it is indicated by a warning icon. Clicking the arrow button will switch to the Workflows tab so you can work on the tasks.
Workflow planning – This section allows you to create widgets to show the upcoming tasks. For example, you can create widgets to show the planned KYC reviews or Insurance Policy reviews in the year. You can also create widgets to show how many clients will reach key milestones such as clients will reach 65, 71 or 21 birthdays.
Create a widget
You need to create the widgets based on a date field. (e.g., Next KYC Review Date or 65th Birthdate field)
A widget can be linked to a workflow. It will be continent for you to launch workflow from the widget.
Clicking the upper section of a bar will retrieve the entries and allow you to start the workflow associated with the widget.
The entries are retrieved and the workflow associated with the widget is selected. You can simply select entries and click Start Workflow button to add the entries to the workflow.
Workflows tab
Workflows tab help you to work on the tasks in the active workflows.
Select All Workflows in the filter will display all the active workflows. If you want to focus on working on one workflow, select it in the dropdown.
The workflow instances are grouped by workflows. In each table, the entry names, start date and the progress indicator are displayed. Clicking the name will open a pop-up where you can see the details of the entry. Clicking View Task link will open the task dialog for you to work on it. The tasks of the workflow will be displayed differently based on the workflow type.
Sequential workflows
Sequential task workflow only creates one task at a time. You will see the active task in the table. When it is completed, next task will be created.
Non-sequential workflows
In a non-sequential workflow, all tasks will be created at the same time. You can complete them in any order.
Staged workflow
In a staged workflow, you will see stages in the table. Clicking View Tasks will open a pop-up to show all tasks in a stage. When all tasks in a stage are completed, next stage will start.
Show completed workflows
You can turn on the toggle to show the completed workflows in a selected date range.
Show active tasks or stages
If you want to focus on the active tasks or stages and hide the completed tasks, turn on the toggle of “Only the active tasks or stages”. The columns for completed tasks or stages are hidden. Only the active once are displayed.
Clicking a link will open a pop-up to show all the tasks in a workflow or in a stage. You can work on the tasks in the pop-up.
Built-in workflow templates
Maximizer provides built-in workflow templates for you to get started quickly. If we are using our FSE+ edition, there are templates for investment and insurance. If you are using the Business+ edition, you will see templates for sales and service. All tasks in the templates are assigned to account manager. You can review and reassign task to different users in your team. You can modify those built-in templates, create new one by copying an existing one or create new one from scratch.
You can configure the automation for the workflows. You may need to create new user-defined fields to support the automation.