Summary
We’ll cover how to manage structured processes in Planhat using Workflows — repeatable Projects / Sequences of Tasks and / or emails. You’ll learn how to track progress with key Fields like Status and Percent Done, organize Workflow Fields in Profile Templates, and apply Global Filters to surface processes by Template, Customer / Prospect Tier, or use case (e.g. Onboarding, Renewals, Churn Prevention).
Who is this article for?
Planhat builders/admins who configure their tenant for their team (e.g. CS Ops).
This article is part of the Data Models Course.
Article Contents
Introduction
The Workflow Model is designed to streamline structured actions and automate processes. Workflows use action-driven templates of tasks and/or emails, organized into groups and steps, making it easy to execute repeatable processes consistently.
Key System Fields
Here’s a list of the main Workflow Fields:
Start Date - displays the date that the Workflow was applied.
Expected Days (number) - store the number of days expected to complete the Workflow. The field is called "Days to Complete" when you're editing the Workflow template. This can be used to measure the performance of the Workflow.
Expected End Date - based on the start date plus the number of expected days
Status - status of Workflow
Template - displays the Workflow Template if one was used
Percent Done - the percentage of the Workflow that's been completed
Created Date - date the Workflow was applied
Updated Date - date the Workflow was last updated
Field Groups
Now that you have an understanding of the Key Fields, you can set them up in Field Groups, which live in Profile > Profile Templates. This determines what shows in Previews and full-page profiles for Workflows.
Let’s look at how to group them in a logical way. We recommend a set up as below:
For more information on Field Groups, take a look at Help Center Article: Field Groups.
Create Form
To ensure your data stays clean, it’s important you make fields mandatory for creation. We recommend the following at a minimum to enable you to manage your Workflows in the best way.
For an in-depth breakdown on all things Profile related, take a look at our Help Center Article: An introduction to Profiles / Previews, the How-To Library in app, or check out the Dojo course related to Profiles.
Common Global Filters
You may want to create some standard views for your Workflows, to ensure everyone has the same definition.
These are typically done by Customer / Prospect Tier and by Project or Sequence Template:
All Onboarding - displays all active onboarding Workflows
All Workflows - displays all active Workflows
Churn Prevention - displays all active Churn Prevention Workflows
SMB / MM / Enterprise Onboarding - displays all SMB, MM, or Enterprise Onboarding Workflows
Renewals - displays all Renewals Workflows
New User Onboarding (Sequence) - displays all Sequences for New User Onboarding
NPS Follow-up (Sequence) - displays all Sequences for NPS Follow-up
User Adoption (Sequence) - displays all Sequences for New User Adoption