Workflows & Automation
Intelligent Process Automation
⚙️ Smart Care Coordination: Comprehensive automation system with 5 process flows, intelligent assignment rules, and automated communication triggers for seamless care management across any organization type.
🔄 Efficiency Through Automation: Streamline your care workflows with intelligent case routing, automatic engagement plan assignment, team notifications, and progress tracking designed to minimize manual coordination while maximizing care quality.
🎯 Quick Start
Essential Automation Setup
✅ Step 1: Review the 5 built-in process flows and their triggers
✅ Step 2: Configure engagement plan assignment rules for automatic routing
✅ Step 3: Set up team-specific email alert automation
✅ Step 4: Test automation with sample cases across different record types
✅ Step 5: Train team members on automated workflows and manual overrides
📋 Table of Contents
- 🔄 Process Flow Overview
- 🎯 Engagement Plan Assignment
- 📧 Email Alert Automation
- 📅 Birthday Notification System
- ⚙️ Settings Validation
- 📱 Mobile Workflow Integration
- 🛠️ Custom Automation Setup
- 🔍 Troubleshooting Automation
🔄 Process Flow Overview
⚡ Core Automation Flows
The Pastoral Care system includes 5 essential process flows that automate key aspects of care management, designed to work seamlessly across different organizational types.
- 📊 Flow Summary
- ✨ Automation Benefits
- 📈 Flow Monitoring
Automated Process Flows:
- Caring Case After Insert - Triggers immediately when new cases are created
- Engagement Plan Assignment - Automatically assigns NPSP engagement plans based on record type
- Email Alert Processing - Sends team-specific notifications based on confidentiality levels
- Birthday Task Creation - Generates annual birthday reminder tasks
- Settings Validation - Ensures configuration integrity and prevents conflicts
Trigger Events:
- Case Creation - New caring case records automatically enter workflow
- Record Type Selection - Different flows activate based on care scenario type
- Status Changes - Case progression triggers appropriate notifications
- Date-Based Events - Birthday and anniversary automation based on dates
- Settings Updates - Configuration changes trigger validation processes
Operational Efficiency:
- Reduced Manual Work - Eliminates repetitive administrative tasks
- Consistent Processing - Standardized workflows across all team members
- Faster Response Times - Immediate routing and notification upon case creation
- Error Reduction - Automated validation prevents configuration mistakes
Team Coordination:
- Automatic Assignment - Cases routed to appropriate team members
- Proactive Notifications - Teams alerted immediately when action is needed
- Workload Balancing - Even distribution based on predefined rules
- Follow-up Tracking - Automated reminders for ongoing care activities
Quality Assurance:
- Process Standardization - Consistent care delivery across organization
- Documentation Automation - Automatic creation of necessary records
- Compliance Tracking - Ensures proper procedures are followed
- Performance Monitoring - Built-in metrics for workflow effectiveness
Performance Tracking:
- Flow Execution Logs - Complete audit trail of automated actions
- Success Rates - Percentage of successful automation executions
- Error Tracking - Identification and resolution of automation failures
- Processing Times - Speed of automated workflow completion
Management Dashboard:
- Active Flow Status - Real-time view of currently running automations
- Queue Management - Pending automation actions and priorities
- Resource Utilization - System load and performance impact
- Optimization Opportunities - Areas for workflow improvement
🎯 Engagement Plan Assignment
🔗 Automatic NPSP Integration
Critical Assignment Logic
The engagement plan assignment flow uses exact name matching between Caring Case record types and NPSP Engagement Plan Templates. Template names must match record type names exactly for automatic assignment to work.
- 🎯 Assignment Logic
- 📋 Template Configuration
- 🔧 Assignment Troubleshooting
Name Matching Algorithm:
- Exact Match Required - "Bereavement" record type matches "Bereavement Engagement Plan Template"
- Case Sensitivity - Names must match exactly including capitalization
- Special Characters - Spaces, hyphens, and punctuation must match precisely
- Template Validation - System verifies template exists before assignment
Assignment Process:
- Case Creation - New caring case created with specific record type
- Template Lookup - System searches for engagement plan template with matching name
- Validation Check - Confirms template is active and accessible
- Assignment Execution - Creates engagement plan linked to caring case
- Notification Trigger - Alerts assigned team member of new engagement plan
Organizational Customization Examples:
| Organization Type | Record Type | Required Template Name |
|---|---|---|
| Religious | Bereavement | Bereavement Engagement Plan Template |
| Education | Academic Support | Academic Support Engagement Plan Template |
| Healthcare | Patient Advocacy | Patient Advocacy Engagement Plan Template |
| Corporate | Employee Assistance | Employee Assistance Engagement Plan Template |
Creating Matching Templates:
🛠️ Step-by-Step Template Setup
Planning Template Names
- Review Record Types - List all caring case record types in your organization
- Design Template Names - Create engagement plan templates with identical names
- Validate Naming - Ensure exact character-by-character matches
- Test Assignment - Verify automatic assignment works for each pair
Template Creation Process
- Navigate to NPSP → Engagement Plan Templates
- Create New Template → Use exact record type name
- Configure Tasks - Set up appropriate tasks for care scenario
- Set Template Status - Ensure template is active
- Test Assignment - Create test caring case and verify automation
Common Template Examples
- Bereavement Engagement Plan Template → Funeral coordination, family support tasks
- Birth Engagement Plan Template → New family support, blessing coordination
- Illness Engagement Plan Template → Medical support, family assistance, prayer coordination
- Academic Support Engagement Plan Template → Tutoring setup, counseling referrals, family communication
Task Configuration by Organization:
- ⛪ Religious Tasks
- 🎓 Education Tasks
- 🏥 Healthcare Tasks
- 🏢 Corporate Tasks
Bereavement Template Tasks:
- Day 0: Contact family to offer condolences
- Day 1: Coordinate funeral/memorial service details
- Day 3: Follow up with family on immediate needs
- Day 7: Check on family well-being
- Day 30: Schedule one-month follow-up visit
- Day 365: Annual yahrzeit/anniversary remembrance
Celebration Template Tasks:
- Day -7: Confirm celebration details and attendance
- Day 0: Attend and coordinate celebration
- Day 1: Send congratulations and follow-up
- Day 7: Check on family post-celebration
- Day 30: Assess ongoing relationship and engagement
Academic Support Template Tasks:
- Day 0: Schedule initial meeting with student
- Day 3: Connect with academic advisor and teachers
- Day 7: Implement tutoring or intervention plan
- Day 14: First progress check and plan adjustment
- Day 30: Monthly progress review and family update
- Day 90: Quarterly assessment and plan modification
Emergency Support Template Tasks:
- Day 0: Immediate crisis response and resource coordination
- Day 1: Family communication and support setup
- Day 3: Resource referral and assistance coordination
- Day 7: Follow-up on immediate needs resolution
- Day 14: Ongoing support plan implementation
Patient Advocacy Template Tasks:
- Day 0: Initial patient and family contact
- Day 1: Healthcare navigation orientation
- Day 3: Insurance and billing assistance setup
- Day 7: Treatment plan coordination and family support
- Day 14: Progress check and ongoing assistance
- Day 30: Long-term care planning and resource coordination
Treatment Support Template Tasks:
- Day 0: Treatment beginning support and resource coordination
- Day 7: First week check-in and family assistance
- Day 14: Mid-treatment support and adjustment
- Day 30: Monthly progress and continued care coordination
- Day 90: Treatment completion and transition planning
Employee Assistance Template Tasks:
- Day 0: Initial employee contact and needs assessment
- Day 3: Resource referral and assistance setup
- Day 7: Follow-up on initial resource utilization
- Day 14: Progress check and additional support coordination
- Day 30: Monthly wellness check and ongoing support
- Day 90: Quarterly review and plan adjustment
Wellness Support Template Tasks:
- Day 0: Wellness program enrollment and orientation
- Day 7: First week participation check and encouragement
- Day 14: Progress assessment and program adjustment
- Day 30: Monthly wellness check and motivation
- Day 60: Mid-program evaluation and support
Common Assignment Issues:
🚨 Template Not Found
Issue: Engagement plan not automatically created when caring case is created
Diagnostic Steps:
- Check Template Name - Verify exact match between record type and template name
- Verify Template Status - Ensure engagement plan template is active
- Review User Permissions - Confirm user has access to NPSP functionality
- Test Flow Manually - Run flow manually to isolate the issue
Resolution Checklist:
- ✅ Template exists with exact matching name
- ✅ Template status is "Active"
- ✅ User has appropriate NPSP permissions
- ✅ Caring case record type is active and available
- ✅ Flow is active and properly configured
⚠️ Multiple Templates Match
Issue: Multiple engagement plan templates with similar names causing conflicts
Diagnostic Steps:
- Review Template Names - Identify duplicate or similar template names
- Check Template Scope - Verify template availability and user access
- Review Assignment Logic - Ensure only one template matches exactly
- Test Assignment Process - Validate single template assignment
Best Practices:
- Use specific, unique names for each template
- Include organization type in template names if needed
- Deactivate unused or duplicate templates
- Document template naming conventions
📝 Assignment Successful But Tasks Missing
Issue: Engagement plan created but without expected tasks
Diagnostic Steps:
- Review Template Configuration - Check if template includes task definitions
- Verify Task Status - Ensure tasks are active and properly configured
- Check User Permissions - Confirm task creation permissions
- Review Task Dependencies - Identify any missing dependent records
Task Setup Validation:
- ✅ Template includes task list
- ✅ Tasks have appropriate due dates and assignments
- ✅ Task dependencies are properly configured
- ✅ User has task creation permissions
- ✅ Required fields are populated in task definitions
📧 Email Alert Automation
📨 Team-Specific Notification System
- 📧 Alert Categories
- ⚡ Trigger Configuration
- 🎨 Alert Customization
Confidentiality-Based Alerts:
- Clergy Alerts - High confidentiality cases requiring leadership attention
- Team Alerts - Standard pastoral care team notifications
- Bereavement Alerts - Specialized notifications for death-related cases
- Non-Confidential Alerts - General community notifications
Organizational Alert Customization:
| Organization Type | Alert Categories | Recipient Examples |
|---|---|---|
| Religious | Clergy, Pastoral Care, Bereavement, Congregational | Rabbi, Pastor, Care Team, Community |
| Education | Administration, Counseling, Academic, Emergency | Principal, Counselors, Advisors, Crisis Team |
| Healthcare | Medical, Social Work, Administration, Family | Doctors, Social Workers, Administrators, Liaisons |
| Corporate | Management, HR, Wellness, Emergency | Managers, HR Team, Wellness Coordinators, Crisis Team |
Email Alert Triggers:
- Case Creation - Immediate notification when new case is created
- Status Changes - Updates when case status is modified
- Priority Escalation - Alerts when cases require urgent attention
- Assignment Changes - Notifications when case ownership changes
- Follow-up Reminders - Scheduled check-ins and progress updates
Conditional Logic:
- Record Type Filtering - Different alerts for different care scenarios
- Confidentiality Levels - Appropriate notifications based on privacy settings
- Team Assignments - Targeted alerts to relevant team members
- Geographic Filters - Location-based notification routing (if applicable)
- Time-Based Rules - Business hours vs. emergency notification protocols
📋 Alert Configuration Matrix
Email Template Assignment by Case Type
High Confidentiality Cases:
- Record Types: Personal crisis, family emergency, sensitive medical
- Recipients: Clergy/leadership only
- Template: Generic subject line, minimal case details
- Frequency: Immediate notification only
Standard Care Cases:
- Record Types: General support, routine care, community events
- Recipients: Full care team
- Template: Full case details, actionable information
- Frequency: Immediate + weekly summary
Bereavement Cases:
- Record Types: Death, memorial, grief support
- Recipients: Bereavement team + leadership
- Template: Specialized bereavement information and protocols
- Frequency: Immediate + family coordination updates
Community Cases:
- Record Types: Celebrations, public milestones, community events
- Recipients: Entire community (if appropriate)
- Template: Public announcement format
- Frequency: Immediate + community newsletter inclusion
Email Template Customization:
📝 Template Design Guidelines
Template Structure
- Subject Line - Clear, actionable, privacy-appropriate
- Greeting - Professional, warm, organization-appropriate
- Case Information - Relevant details based on confidentiality level
- Action Items - Clear next steps and responsibilities
- Contact Information - Appropriate escalation and coordination contacts
- Footer - Organization branding and standard information
Privacy Considerations
- High Confidentiality - Generic subjects, minimal identifying information
- Standard Confidentiality - Case type and basic situation description
- Non-Confidential - Full details appropriate for community sharing
- Legal Compliance - HIPAA, FERPA, or other applicable privacy regulations
Organization-Specific Branding
- Religious Organizations - Include spiritual language and religious calendar awareness
- Educational Institutions - Academic calendar integration and educational terminology
- Healthcare Organizations - Medical terminology and HIPAA-compliant language
- Corporate Organizations - Business-appropriate language and company branding
Mobile Notification Integration:
- SMS Alerts - Critical case notifications for immediate response
- Push Notifications - Mobile app alerts for urgent situations
- Email Mobile Optimization - Responsive email design for mobile reading
- Offline Access - Cached notifications for field team members
📅 Birthday Notification System
🎂 Automated Anniversary Management
- 🎉 Birthday Tracking
- 📅 Anniversary Management
- 📬 Notification Workflow
Automated Birthday Workflow:
- Annual Task Creation - Automatic generation of birthday reminder tasks
- Advance Notification - Configurable lead time for birthday preparation
- Team Assignment - Tasks assigned to designated care coordinators
- Follow-up Tracking - Monitoring of birthday outreach completion
Configuration Options:
- Lead Time Settings - 1-4 weeks advance notice (organizational preference)
- Task Assignment Rules - Geographic, alphabetical, or team-based assignment
- Communication Methods - Card, call, visit, or digital outreach
- Documentation Requirements - Recording of birthday contact and response
Organizational Applications:
| Organization Type | Birthday Approach | Additional Celebrations |
|---|---|---|
| Religious | Member birthdays, Hebrew calendar dates | Anniversaries, yahrzeit, religious milestones |
| Education | Student birthdays, staff recognition | Graduation dates, achievement anniversaries |
| Healthcare | Patient birthdays, staff recognition | Treatment anniversaries, recovery milestones |
| Corporate | Employee birthdays, work anniversaries | Promotion dates, achievement recognition |
Special Date Automation:
- Membership Anniversaries - Annual recognition of organization joining
- Service Anniversaries - Recognition of volunteer or employment milestones
- Milestone Anniversaries - Special recognition for significant years
- Memorial Anniversaries - Sensitive commemoration of loss dates
Custom Date Fields:
- Configurable Date Types - Organization-specific important dates
- Multiple Date Support - Multiple anniversaries per person
- Calendar Integration - Sync with organizational calendar systems
- Reminder Scheduling - Flexible advance notice timing
📋 Anniversary Configuration Examples
Religious Organization Anniversaries
- Membership Anniversary - Date joined congregation
- B'nai Mitzvah Anniversary - Annual recognition of coming of age
- Wedding Anniversary - Couple milestone recognition
- Yahrzeit Dates - Annual memorial observations
- Conversion Anniversary - Recognition of faith journey milestone
Educational Institution Anniversaries
- Enrollment Anniversary - Student start date recognition
- Graduation Anniversary - Alumni milestone recognition
- Achievement Anniversary - Academic or personal accomplishment dates
- Staff Service Anniversary - Employee recognition dates
Healthcare Organization Anniversaries
- Treatment Anniversary - Recovery milestone recognition
- Volunteer Anniversary - Service recognition dates
- Donor Recognition - Contribution milestone anniversaries
- Support Group Anniversary - Participation milestone recognition
Corporate Organization Anniversaries
- Employment Anniversary - Work milestone recognition
- Promotion Anniversary - Career advancement recognition
- Achievement Anniversary - Performance milestone recognition
- Team Anniversary - Project or team formation recognition
Birthday Task Creation Process:
- Daily Automation Run - System checks for upcoming birthdays
- Lead Time Calculation - Creates tasks based on configured advance notice
- Assignment Logic - Routes tasks to appropriate team members
- Task Generation - Creates specific tasks with birthday details
- Notification Delivery - Alerts assigned team members of new tasks
Task Management:
- Task Details - Birthday person information and contact details
- Suggested Actions - Card, call, visit, or other outreach methods
- Documentation Requirements - Recording of outreach completion
- Follow-up Tracking - Monitoring of birthday contact success
- Completion Reporting - Analytics on birthday outreach effectiveness
Integration Features:
- Calendar Sync - Birthday information in team calendars
- Contact Management - Updated contact information for outreach
- Gift Coordination - Optional gift planning and coordination
- Community Announcements - Public birthday recognition (with permission)
⚙️ Settings Validation
🔍 Configuration Integrity Automation
🛡️ Automated Settings Validation
Validation Checks
- Active Settings Conflicts - Ensures only one active settings record exists
- Email Template Validation - Confirms assigned templates exist and are accessible
- Phone Field Configuration - Validates SMS-related field mappings are correct
- Campaign Integration - Verifies campaign lookups are properly configured
- NPSP Integration - Confirms engagement plan template relationships
Conflict Resolution
- Automatic Correction - System resolves minor configuration conflicts automatically
- Alert Generation - Notifications for conflicts requiring manual intervention
- Rollback Capability - Ability to revert problematic configuration changes
- Audit Trail - Complete log of validation actions and corrections
- Performance Monitoring - Impact assessment of configuration changes
Validation Triggers
- Settings Record Changes - Immediate validation when settings are modified
- Template Updates - Validation when email templates are changed
- User Permission Changes - Validation when access rights are modified
- System Updates - Periodic validation during maintenance windows
- Manual Validation - On-demand validation for troubleshooting
📱 Mobile Workflow Integration
📲 Mobile-Optimized Automation
- 📱 Mobile Triggers
- 🌐 Field Team Automation
Mobile-Initiated Automation:
- Field Case Creation - Immediate workflow triggers from mobile case creation
- Status Updates - Real-time automation when case status changes on mobile
- Photo Documentation - Automatic processing of mobile photo uploads
- GPS Integration - Location-based automation for field activities
Mobile Notification Delivery:
- Push Notifications - Immediate alerts for urgent automation triggers
- SMS Integration - Text message alerts for critical workflow events
- Email Optimization - Mobile-friendly email formatting for workflow notifications
- Offline Queueing - Automation triggers queued when mobile device is offline
On-Site Workflow Support:
- Visit Documentation - Automatic case updates from field visits
- Travel Time Tracking - Automated mileage and time logging
- Emergency Escalation - Rapid response triggers for urgent field situations
- Resource Coordination - Automatic resource requests from field locations
Field-Specific Automation:
- Check-in Procedures - Automated arrival and departure logging
- Safety Protocols - Emergency contact and safety check automation
- Documentation Standards - Automatic formatting and filing of field reports
- Communication Protocols - Standardized update procedures for field teams
🛠️ Custom Automation Setup
⚙️ Building Organization-Specific Workflows
🔧 Custom Flow Development
Planning Custom Automation
- Identify Repetitive Processes - Map manual tasks suitable for automation
- Define Trigger Events - Determine what actions should initiate automation
- Design Decision Logic - Create conditional branching for different scenarios
- Plan Integration Points - Identify connections with existing systems
- Test and Validate - Comprehensive testing before production deployment
Flow Builder Configuration
- Access Flow Builder - Navigate to Setup → Flows
- Create New Flow - Select appropriate flow type (Record-Triggered, Scheduled, etc.)
- Define Trigger Criteria - Set conditions for flow activation
- Build Flow Logic - Add decision points, actions, and assignments
- Configure Error Handling - Plan for exception scenarios and error resolution
- Test Thoroughly - Validate with realistic data and scenarios
- Deploy and Monitor - Activate flow with monitoring and performance tracking
Advanced Automation Patterns
- Multi-Object Flows - Automation spanning multiple Salesforce objects
- External System Integration - Connecting with non-Salesforce systems
- Conditional Complexity - Advanced decision trees and logic branches
- Performance Optimization - Efficient design for high-volume processing
- Monitoring and Maintenance - Ongoing flow performance and reliability
🔍 Troubleshooting Automation
🚨 Common Issues and Solutions
- ⚠️ Flow Execution Errors
- 🎯 Assignment Problems
- 📈 Performance Optimization
🔧 Flow Debug and Resolution
Common Flow Issues
- Permission Errors - Users lack required object or field access
- Null Pointer Exceptions - Unexpected empty values in flow logic
- Governor Limits - Flows exceeding Salesforce processing limits
- Integration Failures - External system connectivity problems
- Data Quality Issues - Invalid or missing data causing flow failures
Diagnostic Tools
- Flow Debug Logs - Detailed execution traces and error messages
- Flow Test Runner - Isolated testing environment for flow validation
- Performance Analytics - Flow execution time and resource usage analysis
- Error Email Alerts - Automatic notification of flow failures
- Manual Flow Execution - Step-by-step flow testing and validation
Resolution Strategies
- Permission Validation - Verify and update user access rights
- Null Check Implementation - Add validation for empty values
- Bulkification Optimization - Design flows for high-volume processing
- Error Handling Logic - Graceful handling of exception scenarios
- Performance Tuning - Optimize flow design for efficiency
📋 Assignment Rule Troubleshooting
Engagement Plan Assignment Issues
- Name Mismatch - Record type and template names don't match exactly
- Template Inactive - Engagement plan template is deactivated
- Permission Problems - User lacks NPSP access or template visibility
- Template Missing - Required engagement plan template doesn't exist
- Multiple Matches - Ambiguous template names causing conflicts
Email Alert Issues
- Template Problems - Email template missing or inaccessible
- Recipient Errors - Invalid or missing email addresses
- Delivery Failures - Email system connectivity problems
- Content Issues - Merge field errors or formatting problems
- Timing Problems - Alerts sent at inappropriate times
Task Creation Issues
- Assignment Errors - Tasks assigned to inactive or invalid users
- Date Calculation - Incorrect due date calculation for tasks
- Permission Problems - Task creation access rights missing
- Dependency Failures - Required related records missing
- Queue Management - Task assignment queue problems
⚡ Automation Performance Tuning
Performance Monitoring
- Execution Time Tracking - Monitor flow completion times
- Resource Utilization - Track system resource consumption
- Error Rate Analysis - Identify patterns in automation failures
- User Impact Assessment - Measure effect on user experience
- System Load Analysis - Understand impact on overall system performance
Optimization Strategies
- Bulk Processing Design - Handle multiple records efficiently
- Conditional Logic Optimization - Minimize unnecessary processing
- Resource Management - Efficient use of system resources
- Caching Implementation - Reduce redundant data retrieval
- Asynchronous Processing - Use background processing for heavy operations
Scalability Planning
- Volume Testing - Validate automation with realistic data volumes
- Growth Planning - Design for future organizational expansion
- Load Balancing - Distribute automation load across time periods
- Resource Scaling - Plan for increased system resource needs
- Maintenance Scheduling - Regular optimization and cleanup procedures
Automation Success
⚙️ Remember: Effective automation requires careful planning, thorough testing, and ongoing monitoring. Start with simple workflows and gradually add complexity as your team becomes comfortable with the system. Regular review and optimization ensure your automation continues to deliver value as your organization grows.
📖 Related Documentation:
- 📊 Reports & Dashboards - Analytics for automation performance tracking
- 🔗 NPSP Integration - Engagement plan assignment details
- ⚙️ Settings & Configuration - Basic automation configuration
- 📧 Email Communications - Email alert automation setup