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Workflow Service Teams - Role-Based Task Assignment

Workflow service teams let you assign workflow tasks to roles instead of specific users. When a workflow runs, LeadCenter automatically assigns the task to the right person based on the contact’s service team setup.

For example, instead of assigning every task to one specific person, you can assign a task to the Paraplanner role. If one contact belongs to Alex’s team and Alex’s Paraplanner is Sarah, the task goes to Sarah. If another contact belongs to a different team, the task goes to that team’s Paraplanner.

Why Use Workflow Service Teams?

• Assign tasks by role instead of hard-coding a specific user into every workflow
• Support different advisor teams with different people filling the same roles
• Reduce workflow maintenance when team members change
• Use fallback settings so tasks can still be assigned when a contact does not have a specific team
• Balance work automatically when multiple users share the same role

Set Up Workflow Service Teams

1. Go to Settings → Workflows & Templates → Workflow Service Teams.
2. Click Manage User Roles to create the roles your team uses, such as Paraplanner, Account Manager, or CSA.
3. Click Add Team to create a named team, such as Alex’s Team.
4. In the team setup window, assign users to each role using the user picker.
5. Click Save.

Default Settings

The Default Settings row acts as a fallback team. If a contact does not have a specific workflow service team assigned, LeadCenter uses the default settings to resolve role-based task assignments.

Configure the default settings the same way you configure any other service team: assign users to each role.

Tip: Always configure default settings so workflow tasks still have a fallback assignment when a contact does not have a specific team.

Assign a Workflow Service Team to a Contact

1. Open the contact’s detail page.
2. Go to the Overview tab.
3. Find the Additional Info section and click Edit.
4. Scroll to Workflow Service Team.
5. Select an existing team from the dropdown, or customize the role assignments below it.
6. Click Save.

If you leave the field set to None (use default), LeadCenter uses the default settings when workflows run for that contact.

Customize Role Assignments on a Contact

Below the team dropdown, the Role Assignments section lists each service team role. You can customize who fills each role for that specific contact.

• Select an existing team — role assignments fill in automatically based on that team’s setup.
• Adjust individual roles — change one or more role assignments for that contact when needed.
• Match an existing team — if your custom role assignments match an existing team, LeadCenter may suggest assigning that team.
• Create a new team — if the role assignments do not match an existing team, LeadCenter can offer to create a new one.
• Assign multiple users to a role — each role can include more than one user.

This lets you build or adjust service teams directly from the contact record without returning to the setup page every time.

Use Service Team Roles in Workflows

After service teams and roles are configured, you can assign workflow tasks to a role.

1. Open the Workflow Builder.
2. Add or edit a Create Task node.
3. Under Task Assignment Method, change the assignment from Owner to Workflow Service Team Role.
4. Select the role you want to assign the task to.
5. Save the workflow.

How LeadCenter Resolves the Assigned User

When a workflow runs on a contact, LeadCenter decides who should receive the role-based task in this order:

1. Workflow launch override — if a service team was selected when launching the workflow
2. Contact’s assigned workflow service team — the team set on the contact’s Additional Info section
3. Default settings — the fallback team configured on the Workflow Service Teams page
4. Contact owner — used if no team or default setting has that role configured

Launch a Workflow with a Service Team Override

When launching a workflow from a contact page or in bulk, LeadCenter shows assignment options based on how that workflow is configured.

• Workflow Service Team dropdown — appears only if the workflow includes tasks assigned to service team roles
• Owner dropdown — appears only if the workflow includes tasks assigned to specific owners
• Update workflow service team for all tasks — lets you override the service team for all role-based tasks in that workflow launch

Note: Selecting a workflow service team clears the owner selection, and selecting an owner clears the workflow service team selection.

Shared Roles with Multiple Users

You can assign multiple users to the same role on a service team. When this happens, LeadCenter uses the shared task default settings below the teams table to decide how tasks should be assigned.

Manual User Assignment

When this option is selected, the task is assigned to the first user on the role as the primary owner. The other users assigned to that role are added as additional assignees.

This means everyone assigned to that role can see the task, but the primary owner may need to be manually reassigned if needed.

Assign to the User with the Fewest Tasks

When this option is selected, LeadCenter automatically assigns the task to the user with the fewest open tasks. No additional assignees are added.

This is the default option and helps balance workload across team members who share the same role.

Filter Contacts by Workflow Service Team

You can filter contacts by their assigned workflow service team in:

• Contacts Dashboard and Sales Pipeline using Advanced Filters
• Audiences & Segments
• Workflow filters

Use the Workflow Service Team # filter and select the team you want to review.

Important Notes

• Roles and teams can only be deleted if they are not currently in use on contacts, tasks, or workflow nodes.
• Changes to workflow service teams are tracked in the Activity Feed on the home dashboard.
• Workflow service teams are separate from the standard Teams feature used for task ownership.
• Setting a Servicing Advisor on a contact can auto-populate the workflow service team if that advisor has an associated team.

Best Practices

• Create roles before creating teams so each team can be built consistently.
• Use clear team names, such as the advisor name or office name.
• Configure default settings so tasks always have a fallback assignment.
• Use role-based assignments in workflows when the right person depends on the contact’s team.
• Review teams regularly when users change roles or leave the firm.

Frequently Asked Questions

What happens if a contact does not have a workflow service team?

LeadCenter uses the Default Settings team. If the role is not configured there, the task falls back to the contact owner.

Can more than one user fill the same role?

Yes. A role can have multiple users. LeadCenter then follows the shared task default settings to decide whether to add all users or assign the task to the user with the fewest open tasks.

Can I customize a team for just one contact?

Yes. On the contact’s Additional Info section, you can select a team and then adjust individual role assignments for that contact.

Are workflow service teams the same as standard Teams?

No. Workflow service teams are used for assigning workflow tasks by role. They are separate from the standard Teams feature used for task ownership.

Related Articles

• Workflows
• Tasks
• Creating and Saving Contacts Filters