Creating and Managing Deliverables

Follow
Some of the functionality described in this article is available as part of our Cabernet Franc release and will not be available if your Practifi instance is not upgraded to this release. 


Overview

Deliverables help track entitlements that your firm provides to clients across your book of business. This article outlines how to create and manage Deliverable Types in your Practifi organization. For information on the Deliverable functionality within your organization, please consult our Understanding Deliverables article. For information on setting up Deliverables in your Practifi instance, please see our Enabling Deliverables article.

Please note: This feature is not automatically enabled within your Practifi organization. To enable this functionality or answer any questions regarding this feature, please contact your CSM.

Creating Deliverable Types

Deliverable Types are created in the Settings app within Service Type records. To create a new Deliverable Type in your Practifi organization, do the following:

  1. Select the App Launcher in the upper left-hand corner of Practifi. 
  2. From the list of apps, select the Settings app. 
  3. Within the Settings app, use the Navigation Menu to select Categories.

    Screen_Shot_2021-07-22_at_2.51.50_PM.png

  4. Change the Categories list view from Recently Viewed to All Service Types.

    Screen_Shot_2021-07-22_at_2.53.52_PM.png

  5. Click the hyperlinked name of the Service you want to create Deliverables for.
  6. Scroll down to the Deliverable Types section and select the New button to add a new Deliverable Type. A new subtab opens.


    Screenshot 2023-12-21 at 1.05.57 PM.png

  7. On the New Deliverable Type page, enter the following details in the Basics section:
    • Deliverable Type Name - The name of the Deliverable as you would like it to be displayed in Practifi.
    • Status - This field is set to Draft by default. Deliverables will not be added to new Services if the status is Draft or Inactive. Set this field to Active if you want the Deliverable Type to be available upon saving.
    • Initial Calculation Basis - Set to either Based on Service Start Date or Based on Calendar Period.
    • Service Type - Leave this field set to the default option to relate to the correct service.
      • Please note: If setting Service Type to the Service Review option, we recommend exporting a report of your current services and Next Review Date and Last Review Date information before creation. This ensures any data overwritten in these fields due to Deliverable deployment can be manually updated to the correct values.
    • Frequency - Select how often the Deliverable needs to be completed.
    • Type - Select the type of Deliverable from the drop-down options.
    • Description - Enter a detailed explanation of the Deliverable's purpose. End users can view this information in the Description field on the Deliverable record or by hovering over the info icon next to the Deliverable's name in the side panel on Task and Event records.
    • Ongoing Calculation Basis - Set to either Based on Due Date or Based on Last Fulfillment Date. For in-depth descriptions of the functionality of these fields, please consult our Understanding Deliverables article.

      Screenshot 2024-01-04 at 2.53.40 PM.png

  8. In the Assignment Type section, the Assignment Type field is set to Service Owner by default. This means the Deliverable will be assigned to the owner of the Service it is associated with. You can change this to Deliverable Type Owner, Entity Owner, Role or Business Role. If an Entity lacks a Servicing Team and the Assignment Type is set to Role or Business Role, the Deliverable will be assigned to the owner of the related Service.
  9. In the Fulfillment Settings section, you can enter the following details:
    • Auto Create Fulfillment Activities - Check this box to create a dedicated Task that will be completed to fulfill the Deliverable. When this checkbox is selected, the Fulfillment Activity Type and Days Before Due Date fields are enabled.
    • Fulfillment Activity Type - This picklist is enabled when the above box is checked. Choose from the following options:
      • Process Task - In the Task field that appears, search for and select the Process Task you want to fulfill the Deliverable. If you select this option, the parent Process will be created automatically. The completion of the selected Task within the Process is what fulfills the Deliverable.
      • Task Template - In the Task field that appears, search for and select the Task Template you want to be created to fulfill the Deliverable.
      • Reminder Task - Assigns a task to the owner of the Deliverable Type at the interval specified in the Days Before Due Date field. This option replaces the previous Set Reminder capability.
    • Days Before Due Date - Enter the number of days before the Deliverable's due date you want the fulfillment Task to be created.
    • Allow Fulfillment Date to be Modified - Enabling this setting means users can edit Fulfillment Dates for Deliverables in the sidebar of the Task or Event record that fulfills them. Choose from the following options:
      • Until the work item is completed (default) - This means the Fulfillment Date field can be modified as long as the Deliverable has an open status. The Update Fulfillment Date icon will appear in the Marked for Fulfillment area of the sidebar of a Task or Event record.
      • No - Selecting this option means the Fulfillment Date field will not be editable. The Update Fulfillment Date icon will not be displayed in the sidebar for this Deliverable.
      • At all times - This means the Fulfillment Date can be edited for Deliverables that are marked for fulfillment and Deliverables that have already been fulfilled by a Task being marked as complete or an Event taking place.
    • If It Isn't Fulfilled By Its Due Date - This setting controls whether Deliverables can become overdue. Choose from the following options:
      • Treat it as missed and recalculate due date (default) - Deliverables not fulfilled by the due date will be given a status of Missed and the next due date will be calculated.
      • Treat it as overdue - Deliverables not fulfilled by the due date can still be fulfilled. Deliverables fulfilled past the due date are given an outcome of Fulfilled Late.
        • Please note: If you checked the Auto Create Fulfillment Activities box, this means the resulting Deliverables will have their activities automatically marked for fulfillment. This implies that they should be viewed as overdue rather than as missed. A validation error will be triggered if you attempt to save a Deliverable Type with the Auto Create Fulfillment Activities option enabled and the If It Isn't Fulfilled By Its Due Date field set to "Treat it as missed and recalculate due date".

          Screenshot 2024-01-04 at 2.55.33 PM.png

  10. Click Save to finalize the Deliverable Type's creation, or click Save & New and repeat steps 6-9 to add another Deliverable Type to the Service if needed.
  11. Once all Deliverables are created for a Service, click the Sync with Services button located in the upper right-hand corner. 

    Screenshot 2023-12-21 at 1.07.25 PM.png

  12. The Sync with Services window appears, warning that the action might create new Deliverables or modify the settings of existing ones. In the What Deliverables do you want to update? picklist, select Only update Deliverables that haven't been customized or Update all of them, even if they've been customized.

    Screenshot 2024-01-04 at 12.34.39 PM.png

    Please note: You can use the Sync with Services button on an ongoing basis after making changes to Deliverable Types.
  13. Click Next to finalize adding the Deliverable to Services with that Service Type.

Upon saving and syncing, Deliverables will be added to Client records with the associated Service. To learn more about how Deliverables are fulfilled and adjusted at the client level, please consult our Understanding and Using Deliverables article. 

Assigning a Deliverable Type to a Queue

If you want all Deliverables of a certain type to be assigned to a queue rather than a single user, you can accomplish this at the Deliverable Type level by changing its Assignment Settings and Owner. Do the following:

  1. In the Settings app, use the Navigation Menu to select Categories.
  2. Change the Categories list view from Recently Viewed to All Service Types.
  3. Click the hyperlinked name of the Service with the Deliverable Type you want to reassign.
  4. On the Service Type record, scroll down to the Deliverable Types section and click the name of the Deliverable Type you want to edit. The Deliverable Type record opens in a new subtab.

    Screenshot 2023-12-20 at 2.16.09 PM.png

  5. On the Deliverable Type record, click the pencil icon in the Assignment Type field.
  6. On the edit screen, scroll down to the Assignment Type picklist and select Deliverable Type Owner.

    Screenshot 2023-12-20 at 2.18.58 PM.png

  7. At the bottom of the screen, click Save.
  8. In the System section, click the Change Owner icon in the Owner field.

    Screenshot 2023-12-20 at 2.25.48 PM.png

  9. In the Change Owner window, click the drop-down menu and select Queues.
  10. Search for and select the name of the queue you want the Deliverable Type to be assigned to.
    • Please note: If you do not see queues as an option in the Change Owner workflow, you might need to enable Deliverable and Deliverable Type as available objects in the queue's settings. For more information, please see Creating and Managing Queues.

      Screenshot 2023-12-20 at 2.28.27 PM.png

  11. Optionally, uncheck the Send notification email box if you do not want to notify queue members of the change via email.
  12. Click the Change Owner button to finalize the change.

Managing Deliverable Exceptions

There are cases when a Deliverable is not fulfilled due to extenuating circumstances, such as a client being unavailable to meet. In such instances, you can mark Deliverables as exceptions. The Deliverable's outcome will be updated to Excepted rather than Missed. This also shows up in reporting. Deliverables can be marked as exceptions on the Deliverable Fulfillments tab on a Client record or in the Data Management app.

Please note: To access the Mark As Exception action for Deliverables, users must be assigned the Manage Exceptions permission set. For more information, please see our Enabling Deliverables article.

Deliverable Exceptions at the Client Level

To mark one or more Deliverables as exceptions at the Client record level, do the following:

  1. Open the Entity record with the Deliverable(s) you want to mark as exceptions.
  2. In the record side panel, click the Services & Pipeline navigation icon.
  3. On the Services & Pipeline page, click the Deliverable Fulfillment tab.
  4. In the record list, click the caret on the row of the desired Deliverable, then select Mark as Exception.
    • Please note: This option will not appear for users who do not have the Manage Exceptions permission set.

      Screenshot 2023-12-21 at 11.51.36 AM.png

  5. In the Mark as Exception window, enter a reason in the text field.
  6. Click the Excepted By field and search for and select the user making the exception.

    Screenshot 2024-01-17 at 11.00.45 AM.png

  7. Click Save.

Deliverable Exceptions in the Data Management App

Users with access to the Data Management app can mark Deliverables as exceptions in bulk on the Deliverable Fulfillments page.

Please note: The Deliverable Fulfillments page is not enabled in the Data Management app by default. To add it, please see the instructions in our Enabling Deliverables article.

To mark multiple Deliverables as exceptions:

  1. Click the App Launcher in the upper left-hand corner of the screen and select Data Management.

    Screenshot 2024-01-05 at 2.08.50 PM.png

  2. In the Data Management app, click the Deliverable Fulfillments tab.
    • Please note: You might have to click the More drop-down at the right-hand side of the header to see the Deliverable Fulfillments option.

      Screenshot 2024-01-17 at 11.02.11 AM.png
  3. On the Deliverable Fulfillments page, check the boxes next to the Deliverables you want to mark as exceptions.
  4. At the top of the record list, click the Mark as Exception button.

    Screenshot 2024-01-17 at 11.03.51 AM.png

  5. In the Mark as Exception window, enter a reason in the text field.
  6. Click the Excepted By field and search for and select the user making the exception.
  7. Click Save.

Deactivating Deliverables

When Deliverables are not needed, you can handle this in a few ways:

  • Cancel individual Deliverables within a Service
  • Cancel all Deliverables within a Service
  • Deactivate the Deliverable Type so new Deliverables will no longer be copied over to new Services

Please note: When clients are marked as lost using the Mark As Lost Client action, their Deliverables are automatically deactivated.

 

Cancelling Individual Deliverables

To deactivate an individual Deliverable:

  1. Open the Entity record with the Deliverable you want to deactivate.
  2. In the record side panel, click the Services & Pipeline navigation icon.
  3. On the Services & Pipeline page, click the Deliverables tab.
  4. In the record list, click the caret on the right-hand side of the row for the Deliverable you want to edit, then select Edit. An edit window opens.

    Screenshot 2023-12-21 at 9.37.24 AM.png

  5. From the Status picklist, select Cancelled, then click Save.

    Screenshot 2023-12-21 at 9.43.24 AM.png

Cancelling All Deliverables within a Service

If you want to deactivate all Deliverables within a Service for a given Entity, you can use the Cancel Services action. Do the following:

  1. Open the Entity record whose Service you want to cancel.
  2. In the record side panel, click the Services & Pipeline navigation icon.
  3. On the Services tab, click the caret on the right-hand side of the row for the Service you want to cancel, then select Cancel Service.

    Screenshot 2023-12-21 at 9.47.18 AM.png

  4. A prompt asks you to confirm you want to cancel all related Deliverables. Click Cancel.

    Screenshot 2023-12-21 at 9.50.33 AM.png

Setting Deliverable Types as Inactive

If you no longer want Deliverables of a certain type to be copied over into new Services, you can deactivate the Deliverable Type record in the Settings app. To set a Deliverable Type as inactive, do the following:

  1. In the Settings app, use the Navigation Menu to select Categories.
  2. Change the Categories list view from Recently Viewed to All Service Types.
  3. Click the hyperlinked name of the Service with the Deliverable Type you want to deactivate.
  4. On the Service Type record, scroll down to the Deliverable Types section and click the name of the Deliverable Type you want to edit. The Deliverable Type record opens in a new subtab.

    Screenshot 2023-12-20 at 2.16.09 PM.png

  5. On the Deliverable Type record, click the pencil icon in the Status field to enter edit mode.
  6. From the Status picklist, select Inactive.
  7. Click Save to finalize the change.

    Screenshot 2023-12-21 at 9.58.14 AM.png

  8. In the upper right-hand corner of the Service Type record, click the Sync with Services button. 

    Screenshot 2024-01-17 at 11.06.15 AM.png


 

0 out of 0 found this helpful

Comments

0 comments

Article is closed for comments.