Carbon Client Workflow FAQ's

Do the people working on my projects change?

Throughout your time working with our workflow team, you will surely encounter various members of our team. We will strive to keep the same team members working on your account from one project to the next in order to maintain unity and provide the most seamless experience possible.

What are the different roles and responsibilities of the workflow team?

Solutions Architect (SA) – These are the workflow experts responsible for building your workflow, working alongside you to expand and optimize your processes as you grow on monday.com.

Implementation Consultant (IC) – These are monday.com experts with intimate knowledge of the platform and capabilities that help onboard and train you in different products and apps. 

API Developer – These are the magicians that bring the out-of-the-box ideas to life, connecting outside software to monday.com or building more advanced capabilities on the monday.com platform.

Customer Success Manager (CSM) – These are the client advocates at CarbonWeb. Success manager’s main goal is ensuring you, as the client get exactly what you need and work on your behalf to resolve any issues that may arise.

Scope Writer – This is a business process and workflow expert, and the person responsible for crafting the scope of work (SOW) that will guide your project to the finish line.

Project Manager (PM) – They are the people responsible for keeping the project timelines on track at CarbonWeb. As a client, you won’t have too many interactions with them, but you may receive emails or other communications from time to time.

What is your approach to engagement? 

We like to create long-term relationships with our customers but also understand if you only Crawl, Walk, Run approach when adopting new companies into monday.com. To break this down a bit, we crawl by exploring what monday.com can do for your team and teach you the basics. Then we begin to walk as you build out workflows alongside us, and just as you are ready to get the team in place, we can begin running and creating advanced workflows with integrations to third-party programs and make monday.com the center of your day-to-day work. 

What is a workflow?

A workflow is a sequence of tasks or actions that must follow a specific path or order. The path describes how something goes from being undone to being done, and that something is referred to as an “instance.”

Workflows are the heart of every business and industry. Workflows are the unique ways people and teams plan their work, assign ownership, and make progress towards a goal.

What are the different types of workflows?

Data repository workflows are typically static and don’t require a ton of customization since they usually don’t contain a pattern.

Ad Hoc task management is a group of tasks that are not connected but are allocated to the same individual/team. Typically, using my work will be more useful; however, creating personalized views for tasks on separate boards can be helpful too.

Process Workflows are when the set of tasks is predictable and repetitive. You know the steps of the process from A → Z. Process workflows are ideal for handling a large number of instances (e.g., in the sales pipeline, the lead is the instance; in recruiting, the candidate is the instance; and in marketing, the campaign is the instance).

Project workflows have a structured path similar to a process workflow; however, each project workflow may vary in the steps required. Where the same process workflow can be used for unlimited instances, a project workflow is typically only applicable for one instance – i.e. one project. The instance here is the project itself.

Project workflows have different stages and a structure. However, this structure can vary between projects, and there will be different requirements, risks, and tasks to fulfill the project outcome. A project is planned with a structured path to achieve a particular outcome.

What is an instance, and why is it relevant for designing a workflow?

The instance is the piece of work you are tracking within a given use case.

In project management, the project is the instance. In a sales pipeline, the deal is the instance. In recruitment, the candidate is the instance.

Here are a few questions to help understand your instance:

“What is the instance?”

“How many instances of this use case are we dealing with?”

“How many tasks are related to this instance?”

What are the crucial pieces of information an SA needs from me before you start to develop the workflow?

We need to define the use case and identify which type of workflow will be best suited to solve the problem.

Here are a few questions to help:

“What are you trying to solve?”

“How many people are involved?”

“Are there any inconsistencies in the workflow?”

“How many steps are required?”

“Are tasks dependent on each other?”

“What is your workflow/ use case?”

“What is the instance?”

“How many instances are we dealing with?”

“How complex is the workflow?”

“How many consistent tasks are related to the instance?”

“What data points do I need to capture at the instance level?”

“What data points do I need to track against each individual task?”

“What are the reporting requirements?”

What are the stages or phases of building a workflow?

Every workflow is different depending on its purpose and requirements. Generally, the process will follow a Planning, Development, Testing, Iteration, Implementation, and Onboarding structure.

What are the crucial pieces of information an SA needs from me before we start to test the workflow?

The most important thing before testing is to check to make sure the workflow is accomplishing the goal it was intended for. In other words, if we are building out a custom sales pipeline, we want to make sure the custom pipeline matches the work set forth in the scope because once we begin testing, we will often weave in automation. Once automation become integrated into the workflow, it becomes more time-consuming to alter or change it.

What crucial information does an SA need from me before we start implementing the workflow?

It would be helpful to review the answers to the questions above and make sure that the results of the work performed up to this point meet your expectations. If the work does not match up, it would be beneficial to our partnership to discuss the changes required sooner rather than later.

What do I do if a workflow does not serve my business correctly after its implementation?

The first course of action is to create a brand new Monday doc to explain why the workflow is not serving the business the way we intended and agreed upon in the scope of work. Please be sure to explain in as much detail as possible how it could better serve the company. Use images, graphs, or any visuals in addition to explicitly explaining why the workflow is not serving you correctly, then make sure to Mention (@ sign in the top bar) your CarbonWeb CSM so that we can either advise a solution or work to create one.

Who should I reach out to if I have a problem with a workflow or want to improve a workflow?

Your best point of contact will be the person you’ve been working most closely with throughout the project. Typically that will be a Solutions Architect or Implementation Consultant. Otherwise, you can always reach out to your CSM or Account Manager.

What do I do if my workflow includes an app or integration, and the integrated software stops working or has a bug?

Feel free to submit a support request for any issues regarding apps in your workflow. If CarbonWeb owns the app, our support team will work to find an appropriate resolution for you. If another company manages the app, we’ll be able to help you get the support necessary from the app developer.

Do you offer support for improving workflows?

Yes. We are always interested in helping our clients leverage Monday to better achieve their business goals. If you’re looking for specialized consulting, we offer packages for purchase or add-on to existing work orders.

We also offer ongoing client resources to help better utilize Monday for any organization.

We completed a workflow, but my processes have changed, can we rebuild the workflow under the original scope of work?

No, once a project is completed, the scope is complete. Of course, we can rebuild your process, but this will require us to complete a new scope of work. When processes have changed, we’ll need to take the time to understand those changes, evaluate the existing workflow, and then build a new scope to accommodate the changes.

Can change orders be requested to a scope of work midway through a project?

The short answer is yes. If we’ve begun working on a scope, it’s essential you notify your Solutions Architect that you wish to make changes as soon as possible! They’ll provide you with the means to submit a change order request to start the scope amendment process. 

Until we know you want to make changes, work will continue as planned. In order to prevent hours being spent, you should make an effort to get ahead of all potential changes as soon as possible. Once a request has been received, our team will pause progress to align with you and determine the best course of action.

How do I train my team on using the workflow built?

This is typically done on a case-by-case basis. We see one of the strongest adoptions with a joint training meeting where we train the team on what monday.com is and the basic platform whereabouts, and you (the client) teach the team how to use the workflow at hand. Alternatively, if a meeting is not required, we can provide advanced documentation and videos that the team can review and use as a reference during their adoption. 

How do I get user support for me and my team?

Anything regarding the monday.com platform’s specific features, capabilities, or bugs, you should contact monday.com support using the help tab directly inside monday.com. For questions or issues related to workflows built by CarbonWeb, you can always reach out to us at support.carbonweb.co.

How or who should I report any technical issues?

For technical support regarding monday.com, you should submit a support request directly to monday.com or email them at support@monday.com.

What does workflow testing mean?

It means that our team will test what we built to ensure that the instance at hand is processing correctly. This can be done by checking to ensure that all the automation is working, the correct data within the items is populating, integrations are firing, notifications are sent, and so forth—this depends heavily on the purpose of each workflow.

How do I know action is needed on my end in the project board?

For scoped projects, we’ll create a shared project board to track the entire engagement. If an action or approval is needed, you’ll be assigned to the relevant task on that board. Alternatively, you may find that a subtask is created, and you are also assigned as the owner of the subtask. If you’re assigned a task, it will appear in your My Work section.

If the need is less critical to the project’s path, you may find yourself tagged in an update under a relevant task or tagged in a document. These appear as notifications in the top bar of your Monday account.

Can I change workflows back after testing with new requests/updates needed?

Yes! Everything on monday.com is flexible and dynamic. We are always able to work towards improving solutions for you and your team. With CarbonWeb’s hours bank system for custom work, we are able to continue to develop, and re-iterate over and over again so long as there are hours in the bank for us to work with! We are here to update your workflow 6 weeks, 6 months, or 6 years after you begin utilizing it!