How to Use the Workflow Board in Smartr365
Overview
The Workflow board gives you a visual overview of your cases, organised by status. You can drag and drop cases between stages to update their progress, and open any case card to see its details at a glance.
Getting Started
Where to find it: Go to Workflow in the left-hand navigation menu.
Step-by-Step Guide
View your cases: Cases appear as cards (tickets) arranged in columns. Each column represents a status stage, and the number at the top shows how many cases are in it. Each card shows the client name and the case name, and an indicator when the follow-up date is in the future.
Choose a product type: Use the product type selector at the top to switch between Mortgages, Protection, Home Insurance, Pensions and Investments. Each product type has its own set of stages.
Move a case: Drag a case card from one column and drop it into another. Smartr365 updates the case status automatically.
View case details: Click the arrow on a case card to expand it and see client information, contact details, follow-up dates and product details.
Open a case: If you have permission to edit cases, click View Case on the expanded card to go to the full case.
Access Notes & Tasks: Click the tasks icon (View Tasks) on an expanded card to open the notes and tasks panel for that case.
Mortgage Pipeline Stages
For Mortgages, the stages are:
New Lead
Remortgage
Call Back
Meeting
Decision In Principle
Pre Offer Processing
Valuation Instructed
Valuation Received Approved
Post Offer Processing
Contracts Exchanged
Completed
On some accounts, Pre Offer Processing is shown as FMA Submitted and Post Offer Processing as Offer Received.
Tips & Best Practices
By default, cards are ordered with overdue cases first. Use Order By to change this.
When a mortgage case moves to Completed, a remortgage case is created for it automatically, unless one already exists.
Use the filters at the top of the board to focus on particular statuses, advisers or other criteria if your board is busy.
Cases marked as "Not Proceeding With" or "Cancelled" cannot be dragged to other stages.
Frequently Asked Questions
Q: Why can't I drag a case to another column?
A: You may not have permission to edit cases, the case may be marked as "Not Proceeding With" or "Cancelled", or a status change may already be in progress for that case. Check with your administrator if you believe you should have access.
Q: I moved a case but got a validation error. What does this mean?
A: Some status changes need certain fields to be completed first, and the case will not move until they are. Click Open Case in the message to go to the fields that need attention.
Q: What happens when I move a mortgage case to Completed?
A: A remortgage case is created automatically, unless one already exists. If the completed case is itself a remortgage, you may be asked to mark the original mortgage as redeemed. For a residential purchase or first-time buyer case, you may be asked to set the property as the client's current address.
Q: Can I filter the board to show only my cases?
A: Yes. Use the filter options at the top of the board to filter by adviser, status and other criteria.
Need More Help?
If you need further assistance, contact our support team through the chat widget or email support@smartr365.com.