This guide explains how to use workflow service teams in LeadCenter to streamline operations, assign tasks efficiently, and scale workflows across multiple advisors and offices.

Understanding Workflow Service Teams

Workflow service teams allow you to assign roles instead of individual users when building workflows. Unlike traditional teams, which are static groups of users, service teams are dynamic and role-based. For example, roles can include:

• Account Planner
• Operations Specialist
• Para Planner
• Servicing Advisor
• Wealth Manager

When tasks are assigned to roles, the workflow automatically assigns the correct team member based on the default settings or the service team associated with a contact. This ensures workflows remain reusable, scalable, and easy to manage without modification when team members change.

Differences Between Teams and Workflow Service Teams

• Teams: Groups of users, can be assigned to tasks manually, used in various parts of the CRM.
• Workflow Service Teams: Dynamic roles assigned to workflow tasks. These determine task ownership at runtime and allow multiple users to share responsibilities without modifying the workflow template.

Using workflow service teams reduces the need to duplicate workflows for different offices or client service models, keeping workflows clean and efficient.

Creating and Configuring Service Teams

To set up workflow service teams:

1. Go to Workflow → Actions → Workflow Service Teams.
2. Create Roles: Add each role required for your workflows.
3. Assign Users: Add one or more users to each role. Multiple users can share a role.
4. Default Settings: Configure a default user for each role in case a contact has no assigned service team.

Task assignment options when multiple users share a role:

• Assign tasks to the first listed user (manual reassignment needed for others)
• Assign tasks to the user with the fewest tasks (automatic load balancing)

Assigning Workflow Service Teams to Contacts

For each contact in your pipeline:

1. Open the contact record.
2. Scroll to Additional Info → Workflow Service Team.
3. Select the appropriate service team.

If a contact does not have a service team, the workflow uses default settings. Bulk updates can be requested from LeadCenter support to assign service teams to multiple contacts efficiently.

Using Service Teams in Workflow Templates

When creating a workflow:

1. Assign each task to a role instead of a user or static team.
2. Tasks are grouped into steps (e.g., Sustainability Review, Begin Processing).
3. You can configure tasks as “Create Task and Continue” to automatically generate all tasks in a step, or “Await Completion” to pause until a task is done.
4. Service team assignments can be overridden at workflow launch, allowing flexibility for different contacts or offices.

Key Benefits:

• Workflows remain reusable across multiple advisors and offices
• Easier to maintain when team members change
• Supports task ownership by role, not individual

Task Lists and Workflow Execution

Tasks are organized using task lists for better clarity. For example, insurance onboarding tasks can be grouped under a single task list, helping teams stay organized.
LeadCenter tracks workflow execution and updates tasks in real-time. Users can view:

• All tasks assigned to a service team
• Completion status for each step
• Workflow run details for auditing and troubleshooting

Adding an exit step prevents workflows from running multiple times for the same process unless intended.

Best Practices

• Set up roles first before building workflows
• Configure default service team settings to prevent unassigned tasks
• Use filters to ensure workflows only run on relevant contacts
• Assign multiple users per role carefully to avoid conflicts
• Regularly review workflow runs to troubleshoot assignment issues

Service teams provide flexibility for complex workflows, ensuring tasks are correctly assigned and managed even as teams grow or change.

Summary

Workflow service teams in LeadCenter turn your CRM workflows into scalable, role-based automation. By assigning roles instead of individual users:

• You reduce workflow duplication across offices and advisors
• Tasks are automatically assigned to the right team members
• Workflows remain clean, reusable, and easy to maintain
• Combined with task lists, filters, and exit steps, workflows are reliable and efficient

Mastering workflow service teams helps advisors streamline operations, improve task management, and scale workflows without constantly updating templates.