Understanding Follower Groups
Follower Groups help organize participants in a case.
Each Follower Group:
Creates a Case Room
Determines who is included in that room
Controls which workflow tasks members can access
Controls whether members can view or edit those tasks
Members of a Follower Group can collaborate by:
Sending messages
Sharing files
Viewing workflow tasks
Editing workflow tasks (when permitted)
Tasks assigned to a Follower Group can be accessed from either the Cases module or the Rooms module.
Before You Begin
Follower Groups are built from Teams.
Before creating Follower Groups, verify that users have been assigned to the appropriate teams.
For more information, see Create and Manage Teams.
Accessing Follower Groups
Follower Groups are configured in the Default Settings section of a workflow.
You can configure Follower Groups when:
Creating a new workflow
Modifying an existing workflow
When Creating a Workflow
Open the Admin Portal
Select Workflow Builder
Create a new workflow
Open Default Settings
Locate the Follower Groups section
Select + Add New Follower
When Modifying a Workflow
Open the Admin Portal
Select Workflow Builder
Select Modify Workflow
Select the workflow you want to update
Open Default Settings
Locate the Follower Groups section
From here, you can click the pencil next to an existing Follower Group to edit it or select + Add New Follower to create a new one.
Create a Follower Group
When creating a Follower Group, complete the following sections.
Follower Name
Enter a name for the Follower Group.
This name will be used to identify the group within the workflow and case.
Options
Select any options that should apply to the group.
Can Edit
Allows members of the Follower Group to edit workflow tasks assigned to the group.
Notify Group Members Upon Creation
Sends a notification to group members when:
A new case creates the room
The Follower Group is added to an existing case
Whether a user receives the notification depends on that user's individual notification settings.
Tasks
The Tasks section displays the workflow tasks that have been created for the workflow.
Select the checkbox next to each task that the Follower Group should have access to. If a task is selected:
Members can view the task
Members can edit the task if Can Edit is enabled
Teams
The Teams section is used to select which teams should be included in the Follower Group. When a team is selected, the individual team members are displayed and can be assigned a participation level.
Configure Team Member Preferences
Each team member can be assigned one of three preferences.
Default
Default members are automatically added when a new case is created.
Optional
Optional members are available during case creation but are not added automatically. The person creating the case can choose whether to include them.
Required
Required members are always added when a new case is created. The person creating the case cannot remove them during case creation.
Edit a Follower Group
To modify an existing Follower Group:
Open the workflow builder
select Modify Workflow and choose the workflow name
Navigate to Default Settings
Expand the Follower Group
Make your changes
Save the workflow
Updates may include:
Team assignments
Member participation levels
Task access
Edit permissions
Notification settings
What Happens When a Case Is Created
When a case is created using a workflow:
The workflow's Follower Groups are applied
A Case Room is created for each Follower Group
Team members are added based on their participation level
Task permissions are applied automatically
Participation levels determine how users are included:
Default users are added automatically
Optional users can be added during case creation
Required users are added automatically and cannot be removed during case creation
Once the case has been created, additional users can be added to or removed from the room as needed.
Summary
Follower Groups help automate collaboration and access within a case. They determine:
Which Case Rooms are created
Who is included in those rooms
Which workflow tasks members can access
Whether members can view or edit those tasks
By configuring Follower Groups as part of a workflow, cases can be created with the appropriate participants, rooms, and task permissions already in place.