Scale in Customer Success is all about building repeatable processes. Workflows are key to this as they enable you to define a common process, apply it to a customer and have Planhat handle the scheduling of the different tasks.  

Any Workflow already applied to a Customer can be shared with them in their Portal. This enables you to build Workflows that involve both your required actions and those of your customer and ensure everyone is aligned around what needs to be done and when.
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When building a Workflow template each individual Task can be defined as shareable, by toggling the 'Show in Customer Portal' field to 'Yes'.  All shareable tasks will be visible to the Customer when the Workflow Is shared in their portal. This approach means a single Workflow can have internal and external tasks, with only external tasks being visible to your customer.

Once shared, a Workflow is presented in a simpler format to your customer than the view you see in Planhat. However, as in Planhat you or your customer can click any task to see a more detailed view of what is required.

Completed tasks show with a line through them in the Portal, so both you and your customer can see all work that has been completed. A small line next to the completed icon shows whether as task is on-time or overdue and for completed tasks whether it was completed on-time or overdue.

All data on a task will stay in sync between Planhat and the Portal. If you update a task in the Portal the updated content will show in Planhat, and vice versa. In general, we advise Planhat users to update Portal content inside Planhat, rather than on the Portal.

You can also rename the shared version of your Workflow for each Portal. For example, if you call your Workflow "Onboarding" in Planhat, when shared you could name it "'Company's' Onboarding Plan".

A powerful feature in shared Workflows is the ability to comment and @message your customer, and the ability for your customer to @message you. On each task, there is a comment section below where anyone with access to the shared page can be @messaged. 

If you or a customer is @messaged you will receive a notification telling you so. To learn more about notifications in Customer Portals please read this article.

​Assigning Tasks to End-Users

Any Task can have customer End-Users assigned to it. If the Task is part of the Workflow and the Workflow is shared, assigning a Task will likely send a notification to the End-User, if their notification settings are on. To assign a task, click the ‘+’ sign on the Task and pick the End-User to whom it should be assigned.