Chapter 09: Processing Workflow Tasks

Chapter Objectives:

• Understand the task processing interface and workflow entries page

• Learn daily task management routines and prioritization strategies

• Master processing different activity types (Manual, Conditional, Interaction)

• Use the "What To DO" FactBox for task context

• View and interact with source records

• Apply task completion best practices

• Work effectively with team tasks

Prerequisites:

• Understanding of workflow concepts (Chapter 3)

• Familiarity with task configuration (Chapter 6)

• Basic Business Central navigation skills

• Access to workflow tasks assigned to you or your team

9.1. The Task Processing Interface

Workflow Entries Page Overview

Navigation:

Page Purpose:

• Monitor and process all active workflow instances

• View tasks assigned to you, your team, or all users

• Track progress across multiple workflows

• Complete tasks based on activity type

Understanding the Interface Structure

Header vs. Detail Records:

The Workflow Entries page displays two types of records:

Example:

Key Insight:

• Header records (Detail = 0): Show workflow progress overview

• Detail records (Detail > 0): Show actual tasks you process

• Most users filter to show Detail records only (hide headers)

Understanding Columns

Essential Columns (with captions from Table 72777606):

Additional Columns:

Filtering Your Tasks

Preset Filter 1: My Tasks

Purpose: Show only tasks assigned to me

Filter:
  Detailed Entry No.: >0 (hide headers)
  Assigned to: [Your User Name]

Preset Filter 2: My Team Tasks (Available to Claim)

Preset Filter 3: Urgent Tasks

Purpose: Tasks requiring immediate attention

Filter:
  Detailed Entry No.: >0
  Assigned to: [Your User Name]
  Status: Released
  Critical Date: ..[TODAY]

Preset Filter 4: Overdue Tasks

Purpose: Tasks past due date

Filter:
  Detailed Entry No.: >0
  Assigned to: [Your User Name]
  Status: Released
  Due Date: ..[TODAY-1D]

9.2. Daily Task Management

Starting Your Day - Role Center Cues

If Your Role Center Configured with Workflow Cues:

Cue Tiles Display:

Cue Meanings:

Morning Routine:

Daily Task Prioritization Strategy

Priority Matrix:

Decision Tree:

Task Processing Workflow (General)

Standard Process for Any Task:

9.3. Processing Different Activity Types

The "Process" action behaves differently based on Activity Type.

Activity Type: Manual

Purpose: Simple user confirmation that work was done

When Used:

• Physical tasks tracked digitally

• Tasks completed outside system

• Simple acknowledgments

Examples:

• "Print and file contract"

• "Call customer (outside BC)"

• "Verify physical inventory"

• "Archive documents"

Processing Manual Tasks:

Best Practice:

• Complete the actual work BEFORE clicking Process

• Manual tasks honor system - ensure work truly done

• Add notes if helpful (comment fields if available)

Activity Type: Conditional

Purpose: Decision points or confirmations with system acknowledgment

When Used:

• Approval confirmations

• Decision checkpoints

• Data review confirmations

• Quality gates

Examples:

• "Confirm customer credit check passed"

• "Verify all line items correct"

• "Approve order for processing"

• "Review and accept terms"

Processing Conditional Tasks:

User View:
  Task: "Verify sales order line items"
  Activity Type: Conditional
  Status: Released
  
User Action:
  1. Click "Show Record" (review sales order)
  2. Verify line items, pricing, quantities
  3. Return to workflow task list
  4. Click "Process" button
  
System Response:
   Displays confirmation dialog:
     "Mark this task as complete?"
     [Yes] [No]

Best Practice:

• Review data thoroughly before processing

• Conditional = "I confirm I verified this"

• Don't click Yes unless actually verified

• If uncertain, click No and investigate

Activity Type: Interaction

Purpose: Create tracked CRM interaction (phone call, meeting, email)

When Used:

• Customer contact tasks

• Vendor communication tasks

• Follow-up activities

• Relationship management

Examples:

• "Call customer about order"

• "Email vendor for quote"

• "Schedule meeting with contact"

• "Send contract to customer"

Prerequisites:

• Task must have Contact No. assigned

• Task must have Template Code assigned (Interaction Template)

Processing Interaction Tasks - Detailed Walkthrough:

What Happens If User Clicks Cancel?

Interaction Task Best Practices:

Do:

1. Complete interaction BEFORE clicking Process

   • Make the call first

   • Then log it in wizard

2. Provide detailed comments

   • What was discussed

   • What was agreed

   • Next steps

3. Accurate date/time

   • Log when interaction actually happened

   • Not when you're entering it

4. Select correct outcome

   • Successful contact

   • No answer

   • Left voicemail

   • etc.

Don't:

1. Don't click Process then forget to call

   • Process = Create log entry

   • Actually make the contact

2. Don't leave comments blank

   • Future reference needs context

   • Audit trail important

3. Don't rush through wizard

   • Quality of log entry matters

   • Other team members may read it

Activity Type: Job Queue

Purpose: Scheduled background processing

Status: Framework defined, not fully implemented

Expected Behavior:

• User doesn't interact

• System processes automatically

• Tasks complete via background job

Current Behavior:

Use Case (when implemented):

• Nightly batch processing

• Scheduled report generation

• Automated data synchronization

Activity Type: Approval Workflow

Purpose: Integration with BC standard Approval Workflow system

Status: Framework defined, not fully implemented

Expected Behavior:

• Task waits for approval completion

• BC approval workflow controls progression

• Task completes when approval granted

Current Behavior:

Use Case (when implemented):

• Purchase requisition approvals

• Sales quote approvals

• Document release approvals

9.4. Understanding the "What To DO" FactBox

The FactBox provides human-readable task context.

FactBox Location

Where: Right side of Workflow Entries page (if configured)

Page: QUA What To DO (Page 72777614)

Purpose: Quick summary without opening source record

FactBox Content

Typical Display:

Information Provided:

Using the FactBox Effectively

Scenario 1: Quick Triage

Scenario 2: Understanding Context

Scenario 3: Interaction Preparation

9.5. Viewing Source Records

Every workflow task links to a source record (Customer, Sales Order, etc.).

The "Show Record" Action

Purpose: Open the source record the workflow is about

Location: Action bar on Workflow Entries page

How It Works:

Common Source Record Types

Interacting with Source Records

Scenario: Making Changes

Workflow Task: "Verify customer posting group"
Source: Customer Card (ALPINE-001)

User Workflow:
  1. Select task in Workflow Entries
  2. Click "Show Record"
  3. Customer Card opens (ALPINE-001)
  
  4. User reviews:
     Customer Posting Group: <blank>
     Gen. Bus. Posting Group: <blank>

How Changes Affect Workflow:

Auto-Completion Pattern:

Auto-Release Pattern (Next Task):

9.6. Task Completion Best Practices

Completing Tasks Promptly

Why Speed Matters:

1. Downstream Dependencies: Other tasks waiting

2. SLA Compliance: Due dates contractual

3. Customer Satisfaction: Delays visible to customers

4. Team Workload: Bottlenecks affect everyone

Daily Completion Target:

Documenting Work

Interaction Logs (Activity Type = Interaction):

Required Documentation:
   Date and time of interaction
   Who initiated (you or customer)
   Outcome (successful, no answer, voicemail, etc.)
   Summary of discussion
   Agreements made
   Next steps or follow-up needed

Example Good Comments:
  \"Spoke with John Smith at 2:15 PM. Discussed overdue invoice 
  INV-12345. Customer confirmed payment will be sent tomorrow via 
  wire transfer. Agreed to follow up Friday if not received.\"

Example Poor Comments:
  \"Called customer\"
  \"Done\"
  <blank>

Manual/Conditional Tasks (No built-in comments):

• If available, use Description or custom comment fields

• If not available, maintain separate log (email, notes)

• Document exceptions or issues

Handling Stuck Tasks

Symptoms of Stuck Task:

• Status = Open for extended period (days/weeks)

• Release conditions never met

• Completion conditions impossible to satisfy

• Source record deleted or inaccessible

Diagnosis Process:

Resolution Options:

Option 1: Fix Data

Option 2: Fix Configuration

Option 3: Manual Override

Option 4: Cancel Workflow

9.7. Working with Team Tasks

Viewing Team Queues

Team Task Queue Filter:

Self-Assigning Tasks

Procedure:

Collaborating with Team Members

Visibility Patterns:

Pattern 1: Full Team Visibility

Purpose: See what teammates are working on

Filter:
  Assigned to Team: SALES-TEAM
  Status: Released
  Closed: No
  
Group By: Assigned to

Result:
  Assigned to      Count
  <blank>

Pattern 2: Peer Assistance

Pattern 3: Manager Reassignment

This completes Chapter 9 with comprehensive coverage of:

• Task processing interface and navigation

• Daily task management and prioritization

• Processing all activity types (Manual, Conditional, Interaction) with detailed workflows

• Using the What To DO FactBox

• Viewing and interacting with source records

• Task completion best practices

• Working with team tasks (self-assignment, collaboration)

Chapter 9 Complete: Processing Workflow Tasks