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Freshsuccess workflows are used to manage business processes that your customer success team follows to track an account through a given stage of its lifecycle journey, in an organized and effective manner. These processes can include onboarding process, renewal process or QBR process, etc. They can also be set up to help drive a particular account project.


A  workflow is comprised of a set of key milestones (each with a list of subtasks) to be completed with due dates you specify. Depending on the complexity of the product or service, you can create workflows that are tailored and deployed to a single account based on its specific needs, goals, and timeline; or a set of accounts based on their tier, stage, revenue or strategic value to your company.


Create a New Workflow

To create a new workflow, go to "Management Center", "Workflows", click "New Workflow". 

On the workflow editing page. 


1. Name the workflow. 
2. Provide a description of this workflow.
3. Specify the user group that should be assigned to this workflow task (as subscribers/owner).

4. Define the milestones of this workflow.

a. Specify the trigger time of this milestone.
b. Specify the number of days since the start time this milestone will become overdue.

c. Specify the user group that should be assigned to this milestone task (as subscribers/owner).

d. Add subtasks to this milestone.

5. Add any reference documents to the workflow via a link (optional).
6. If applicable, enable the workflow auto-deployment rules.



Deploy Workflows


Auto-deploy workflows to accounts

Workflows can be automatically deployed to an account based on rules you define. For example, an onboarding workflow can be auto-deployed to an account upon that account entering the onboarding stage. A renewal workflow can be auto-deployed to an account based on that account's next renewal date. 


Turn on the "Automatic deployment rule" to enable this option.  



You can check the "Never deploy if workflow exists" if you only want this workflow to be deployed once for each account. Or you can set the workflow retrigger delay if you want to schedule the following deployment of this workflow to the same account. 


***Note that the workflow rules run every 3 hours to re-evaluate accounts and deploy workflows to the ones that match the conditions. Therefore, there will be a delay in when the workflow rule is updated/saved and when the workflow is actually deployed to the accounts matching the rules defined. 



Manual-deploy workflows to accounts

You can manually deploy workflows to your accounts from two places: Management Center and Account Details page. 


At Management Center - Workflows page, click "Deploy" for the workflow you wish to use. On the pop-up window, manually check the accounts that you'd like to start this workflow for; or set the filters for accounts you'd like to deploy this workflow to in bulk.



You can also deploy a workflow individually at an account's details page. Click "Workflows" tab and click "Start Workflows". On the pop-up window, select the workflow you'd like to use for this account and click "Deploy".



Monitor & Manage Workflows

The workflow summary page shows you basic statistics of each workflow you've created and deployed.  

  • Deployed: Number of times this workflow has been deployed across all accounts. 
  • Completed: Number of times this workflow has been completed across all accounts.
  • Avg. time to complete: Average number of days taken to complete this workflow across all accounts. 
  • Deploy Automatically: Indicate if the auto-deployment rule has been enabled for this workflow. 


Once a workflow is deployed to an account, workflows tasks will be generated for that account automatically. Workflow tasks include both a task to track the overall workflow as well as tasks to track each individual milestone.


Workflows Dashboard

Freshsuccess offers a quick overview of all the accounts that are currently in an active workflow or have completed a workflow. Go to "Dashboard" and select "Workflows".




Workflows Reporting

Workflow reporting is available at the Team Performance - Workflows section. It reports trends on how you and your team have been doing with workflows in terms of hitting the target (days overdue or ahead of the target date), the average time it takes to complete a workflow and how many workflows are started and completed in each week or month.


You can also drill down to view these performance metrics for each milestone and by specific CSMs.