Service Manager

Put published processes to work for real clients.

Watch: Service Manager Essentials

A short walkthrough of clients, process assignment, agent access, progress rollups, and approvals.

Create clients with company name, contact email, start date, and status. The start date defaults to today, statuses use friendly labels, and the email keeps exactly the casing you typed.
Deactivate a client to hide it from agents and the approvals queue without losing history; tick Show deactivated on the Clients table to see them again.
Clients with no processes assigned can be deleted outright.
Grant agent access per client so people only see their own book of work.

Assign one or more published versions to each client. Drafts can't be assigned.
A client's process carries the process overview from the version it was assigned from, so agents see the goal, audience, and prerequisites in context.
Marking a process Not applicable makes it read-only for agents and shows them a banner explaining why.

Review overall completion per client and per assigned process. Percentages use the same formula everywhere in the app, so numbers agree across screens.
Attention badges surface anything rejected, pending approval, or needing review.
Tables sort by any highlighted column header.

Approval Gate steps land in your queue. Approve or reject with a note — a rejection sends the phase back to the agent and turns its header red.
Open the context drawer on any queue item to read the surrounding phase, the agent's answers, and their notes without leaving the queue.
Your welcome screen's Needs your approval card shows the top items waiting on you, including anything you previously rejected.