Inside Mayo Clinic: How Workfront Fusion helps the Humans

Transcript

So welcome to today’s discussion with Mayo Clinic, How Workfront Fusion Helps the Human.

So just throwing this out there right at the very beginning, we are going to be recording today’s session. So you will get a copy of the slide deck and the recording. So you don’t have to worry about taking screenshots throughout today’s presentation if you are interested in learning more. It’ll come from the CS at scale, which is just the customer success at scale team later today. So keep an eye out for that. And then if you do have any follow-up questions, you’re always more than welcome to reach out.

Oh, quick agenda slide, and then I will hand things off to the experts on today’s call. Just, again, just some quick introductions. And then most of today’s discussion will be spent with Tia and Matt from Mayo Clinic sharing their work front fusion use cases. And then we did make sure to leave some time at the end for Q&A. So if you guys do have questions, I encourage you to just raise your hand. If it’s very timely and you would like your question asked, we’ll try and be mindful as things progress throughout the presentation. But we will take all questions at the end as well. So like I said, if you do have questions, please just raise your hand, and we will get to them after the presentation. And then we’ll just wrap up with some resources, upcoming events, things that you might need to know about happening in the work front world over the next few weeks. And so with that, you guys are not here to hear me speak, although these sessions are put on by the Scale Customer Success Team, which is myself, Cynthia, and Leslie. So we’ll kind of be in the background moderating, helping out with the chat pod, making sure that questions get answered. But most importantly, you are here for Tia and Matt from Mayo Clinic. And so with that, I’m going to stop sharing and hand it over to Tia to kick things off.

All right, thanks, Nicole. Appreciate it. We’ll go ahead and get started.

Thank you for having us today.

So I’m Tia Calvert.

I work at Mayo Clinic. I’m a product manager and work front system administrator. I’ve been here for about 15 years. I’ve served in a variety of roles in my time here. I really enjoy sharing work front with people across Mayo Clinic, love it when they ask questions and think that everybody should be using it. And then when I’m not sharing work front with my colleagues, I really enjoy spending time up in the mountains. I live in Colorado Springs, so enjoy being in my Jeep and camping and doing the trails.

Matt? Hello, everyone. I’m Matthew Lean. I’m an application analyst here at Mayo. I have been here for five years, and just about all those, I’ve been a system admin for work front. And Fusion, I think we added a little bit after, about three to four years of Fusion experience as well. So work front’s a lot of fun. Fusion’s even more fun, seeing all the capabilities it can do. And it’s always fun to see our clients come to us and see or ask if this is possible in Fusion. So fun to explore those topics. And then my free time, I got a little daughter, so hanging out with her and my wife and just staying active in sports.

All right. Thanks, Matt.

So we’ve got a couple of learning objectives today. So we’ll go through a few of the Fusion scenarios that we have that help us in some of our day-to-day group. And this is across different groups. And then also kind of what that scenario looks like to just give some context on that.

So our first one, which is pretty common, I would guess, is converting requests to projects. So one of the main reasons you do this is just to help facilitate quicker conversion. So we had our web support team over in the Education Department, in conjunction with the supplemental projects that go on over there, to be able to optimize the workflow when the request comes in and converting those things to projects. This also helps reduce errors. It saves time when we’ve got this paired here with a template that gets attached.

And then it’s able to update the field based on the request form and then also finding specific tasks and updating those tasks based on entries that come into that request.

And then we have an example here of what that template looks like. It’s pretty basic with these four tasks that get applied as this template when the request is converted to the project.

Matt? Yes, so this one, I believe there’s actually a template out there that you can grab directly from Fusion and kind of edit yourself. But this one is kind of straightforward. So our trigger is it’s looking at any new request comes in that gets assigned to the EdWeb support team, which is done through the routing rules. So every time that specific queue topic gets submitted, it’s automatically going to convert that issue into a project. Again, the team doesn’t need to verify anything on the issue. They always convert them in general. So it works out good there. And then the next couple steps, it’s reading the issue details. It’s finding the program that it belongs to. And then it goes into the actual converting to the project.

So as you use that convert to project module, you fill out all the fields that you want. We’ve got template ID. We update the project name, portfolio, program, plan, start date. And then something we did extra than what the template is is we go out and search for a specific task that is in the new project. And we update the completion date and the start date for that one, or the plan completion and start date. And then we also do a little calculation based on what’s entered in the issue by the user and calculate that to get the amount of planned hours we feel it’s going to take for that task. So it’s nice that now this team, as requests come in, they can just go right into the project and be ready to begin work. Specifically, that task number two, they can see how long it’s going to take when they need it completed by.

All right. Thank you, Matt.

The next one is internal chargeback. I would say this is probably one of our more complex automations that we do. And this is one that we were able to finally complete earlier this year in April, but it took almost a year to figure this out.

But we use Oracle for our chargebacks, internal chargebacks, and through our finance team at Mayo Clinic. So one of the things that we were tasked to do is how can we make internal chargebacks easier, so moving money between departments, if you will, and without having to have so many people touch this, a lot of manual work that’s happening, a lot of verification that’s happening. So in partnering with our finance team, we looked at how we could reduce steps not only for them, but also for us in working to validate the cost information that gets put in. And then we were also looking how we can automate file transfer of the expenses that are added to our projects, and then how does that actually get over to Oracle. So that’s kind of where it gets a little bit interesting and more complex exporting file from Workfront. But we also have a Clio connection that converts the Excel to CSV so that it’s then accepted into Oracle, and then all the information gets put in on that side of the system. So we’ve got Fusion helping us do that, not only through the custom form that we’ve created for expenses on the project, also paired with the request intake, a customer is entering their billing information. So it’s taking that information. It’s taking the information that’s entered in the expense area of the project. So there’s a partial view here. This is not the entire form that you can see here.

It’s half. I think there was, I don’t know, 80 fields that are required that can come through finance. Luckily, we don’t have to use all 80 fields. We’re using maybe only half of those. But we’re using the billable reimbursable trigger on the expense to say, OK, this one definitely needs to go to an internal chargeback because we also have expenses that do not follow that. But we also need to track those expenses against the project. So we’ve got our expense form. We also use stakeholder as also a trigger for this as well, and then project forms from our field. So this is, again, just a snapshot of all the information that’s getting collected. And these are very much accounting terms. So we had to use their spreadsheet, make those fields in Workfront, and then map across in order to make that work.

Matt? Yeah, so this one was pretty big to set up initially with all the custom form fields. But then in the actual scenario, we have it set up running at the end of every month. So like Tia mentioned, it’s looking for expense records that is billable and is reimbursable, is set to true, and then also is reimbursed, is set to false.

And then it’s confirming a couple of things, making sure the project exists, reading the details from the project. And then we do have a filter set up. There’s only a handful of groups that are available right now. I know there’s some more that are waiting to get into it. But we filter out specific groups. We set some date variables. And then the two different routes on the top there, that’s a debit or credit. So depending what it is, it’s going to go up or down.

And then at the end of it, what it ultimately does is going to add a row into the shared workbook. And then that workbook is put into a shared folder and goes out and grabs it.

I feel like the explanation seems so easy.

But this was really painstaking to get this set up. But it’s been working really, really well, honestly. And our finance team is really super happy about this. They spend a lot less time and only really pay attention if there happens to be an error that comes through, which is pretty minimal considering how tight we’ve got this locked down and dialed in on our process. So it was well worth it. Yeah, this one, we have one coming up that was very painstaking as well to get set up. So as I’m going through them, it’s probably pretty quick and high level. But if you guys want some more information, happy to really dig more into it as well.

So this one is requests from Excel file. So this one is happening now in the opposite direction where we were sending Workfront to Oracle. We use Oracle for other things too. So it’s coming back in the other direction for file extraction. So problems that we’re trying to solve with this is strengthening the adoption of Workfront through having an automation and having a source of truth where all issues can be communicated, especially because there are such a large number of requests that do come in. So this really helps. So it’s looking for grabbing a file from a shared drive. And then it is able to create a record. And then we’re able to look at a team assignment based on error messages that may come through. Then from there, it can create a record in a row. It assigns a team. And then there’s also then it would delete the file from the shared drive. So I’ll let Matt kind of dive into some of the specifics on this.

Yeah, and this one was really helpful and beneficial to set up because previously, we had about five different teams that were working out of a shared spreadsheet in SharePoint. And there was just a lot of confusion on who’s working on what, what stage it’s at. So we built this to ultimately, we’re putting that Excel, that same Excel file, into a shared folder. We’re having Fusion go out, look for it, grab it, and then parse each row. So some days, there’s only a couple of rows. Other days, there’s 200, 300 plus rows. And each one of those rows is an error message that a student in some application is experiencing.

So based on each row and error message, Fusion is creating a work front issue for each one of them. It’s placing it into a project queue. And then we have, I think, 10 to 15 filters set up. We had to cut it off. But a bunch of different filters, basically, it looks at what the error message is that’s in the details of the request. And based on the message, it’s assigning it to a specific team. So based on those five different teams, we have it routing to one of the five based on a error message. And then, of course, if it needs to be worked by multiple people, they can pass it around directly in work front by assigning the other team member to it. But this one we have running every day, every weekday generally, there’s always a file that gets populated in there. And then it’s creating anywhere from, like I mentioned, 300 to 300 records every day for the team to then go in and work and process through work front.

All right, thank you, Matt.

Another one that we use is work front to service now. Some of you might be familiar with what service now is. It is basically a help desk ticketing system. I know it can do other things, but Mayo primarily uses it with our IT department and bringing in tickets every day for all kinds of scenarios across the organization and tracks those IT tickets through service now. So one of the applications that we had was to connect work front to service now.

Our education IT team that supports that department was looking for a way to streamline the process. It also helps people just kind of work where they are at and also reducing duplication of requests from the enterprise IT versus EDU IT. So it can be who’s working on what, when are they working on it, also trying to address ticket escalation, and also just being a better partner with our IT team.

As they’re more used to working in service now as opposed to work front, we prefer work front instead of service now.

So what this does is creates a, so we use a custom issue status that we put to indicate which ones are going to be going over to service now. So once a ticket is created in service now, it attaches specific data that was in that request.

We also use some additional functionality to look at the comments that are in work front and the service now ticket to help have those things flow over. And then both teams now can work better together and in their own systems. So Matt, I’ll have you talk a little bit more about how this is working together. This looks very complex, but it’s pretty cool how it works. This is the one I mentioned earlier of. This is the mammoth that we actually worked with Adobe Consulting to help us set up, and now we’re just maintaining it going forward. And I will try to make this one seem as simple as possible. So our trigger is, again, when our team is working these requests, 90% of them, they’re able to handle themselves, but the 10% that they can’t, they need to reach out to Education IT. So we built a custom status for them, and the moment they change an issue into that status, the scenario is going to kick off.

So throughout all those different modules in the scenario, it’s ultimately grabbing a bunch of the work front data from the issue, parsing it out, and then mapping a one-to-one relationship with the ServiceNow fields. So we did partner with an internal to mail ServiceNow expert to get the names of all the ServiceNow fields, how we want to map those together, and then ensure they’re all properly labeled, as well as Fusion’s able to actually write into them.

And then, so some of the fields, you know, requested by entry date, queue topic, all the user entered information were getting pulled over. And once the ticket gets created and the details filled out, it actually sends back the ServiceNow ticket number as an update into the work front update section. So then the team can go reference that number, and if they do need to go back or go into ServiceNow they can.

The other thing it does is it also pulls over any documents that were attached in a work front over to ServiceNow.

And then we also have another scenario set up to do kind of the reverse of that. So any updates that get posted in ServiceNow or any status changes, it’s then triggering that and passing all that information over into the work front request. So generally our team shouldn’t have to ever go into ServiceNow, any updates that are taking place are being put into the work front ticket so they can see it there. And when it’s closed, it closes out the work front ticket as well.

And one thing we also made sure to do is all notifications are coming from ServiceNow. We’re not doing any notifications from work front. Otherwise, whenever the Education IT team posts a comment on ServiceNow, the end user is gonna get an email there, Fusion’s gonna send that comment over to work front, and then they could potentially get another update there. So we have ServiceNow doing all the actual end user updates, and then the work front tickets kind of tracking it all there. So this one was definitely a big one and definitely one that saved a lot of time though, and well worth it as much as we’d love our IT and our HR team to come over to work front. Stuck in their ServiceNow system, so this is what we use to bridge that gap.

Awesome, thanks, Matt.

So moving to something a little more simple, that does not integrate with the different platform altogether is project naming, but also can save a ton of time. And this can really be customized, however it makes sense for your organization.

For us, one of the ways that we set up project naming that we use over in our brand team is through program name and the current year. So we are really looking to bring in naming consistency and also important information that should be consistent across all projects that come into work front. So we do allow the project owners to, after you have program name and the year that the work is being done, they can then sort of say, provide more detail about what that particular project is, but really you could use anything. You could use portfolio, you could use some sort of information that’s coming in from your custom form, really anything. And this is one that’s definitely scalable too for project naming. We’re gonna start using this with a couple of other groups here this year. So this is really looking just to have that consistency and importance and reduce the time that people are already spending, putting information into their project names. So it’s also a time saver as well.

Matt. Yes, so this one’s very straightforward and I believe there’s a template for this one as well out there. But like Tia mentioned, it’s currently the trigger it’s reading for current projects and it’s specific to the brand group. But if down the road, other groups wanted to be a part of it we could look at those users and then put another filter in there to branch off depending what their naming convention they want.

So really it’s just updating the project name to include the program ID at the start, the start year after that, and then the original project name that was added at the end.

And then the very last one we were gonna share with you guys today is around login notification. And this one is really meant to help with user administration, system administration type work.

So we’re always monitoring users that have a license against people who don’t. And so what is the frequency of our paid license users so that we can make sure that we’re good stewards of the license that we have, if we can reuse any seats and also trying to get savings through that and also workload optimization with the roles. Because sometimes people change teams, maybe they were using Workfront in a team but they’ve moved to a different area and maybe that one is not using it right now.

Or maybe they don’t need a license anymore because their role changed. And so this has really helped us provide some automation and double checking around who’s in there using it and the frequency.

And this comes out every three months or 90 days to whoever is designated as the business leader for that group. They’re the one who gets that email.

And this, it does come every month but it’s showing who has not used the system as a paid license user within the last 90 days.

So Matt, do you want to tell us about the triggers here? Yep, yep. So we have it set up to, it’s just running the first of every month, the scenario kicks off and it’s going into the system and looking at all paid licensed users and then looking at their last login date. And if it’s over three months, it will grab those. And then it’s looking at their home group. And then based on that home group, we have within the setup and the groups menu of Workfront, we have business leaders set up and we’re having the email notification be sent to the business leader.

And on the previous slide, it showed what the email was but it’s just pretty simple. It’s that states the user’s name when they last logged in and then who to contact if they no longer need that license. So then we can free that license up and potentially give it to someone else. So it’s definitely been helpful. I know we also have a report that sends to the five of us system admins. I think that one’s every three months but that one’s kind of similar. It shows the users in each home group when they’re last logged in, number of logins, different stuff like that. But this one just really helps us stay on top of it each month to make sure we have the closest to actual number of paid licenses in the system every month.

Yep, yep. And from there as like a process, we would either say, oh, we might then contact that group admin for additional context as to whether or not we actually need to remove them from a paid license or they need to stay.

I actually just had an example because it came out the other day. Hey, this person’s not logged in for a while. Do they still need their seat? They’ve actually been on leave for a little while. So, okay, they still need it. They just hadn’t been around. So, that’s also really helpful because those situations arise as well when staff are just maybe out for some reason.

So this has been really valuable for the license management and stewarding the seats that we do have available.

Great, we are ready for questions.

Well, first and foremost, I just want to say thank you. I feel like you gave people some inspiration, maybe a little scare with some of those scenarios that are a little bit, a handful of modules included, but I think that there’s so much good content in there. People are like, I need this right now. I need more information.

And so what you guys have done with Fusion has been incredibly beneficial for your organization. And I think maybe the first thing that I’m just going to ask you, Tia and Matt, is how did you decide to come up with these Fusion automations? Did you ask users or teams what they want automated, or did you review what your current processes look like at Mayo and identify those that were, say, time-consuming or manual and then start there? Yeah, I’d say a combination of everything. We have, like in my department, I’m the system admin for the education area, and we have about 500 licensed users. So there are opportunities or times where their group admins will reach out and say, hey, we’re doing this repetitive task, or we have staff saying it takes so long to update all my tasks when I’m done with them. Is there a way to automate that? So different stuff like that definitely kind of sparked some ideas and then different business cases of the service now or the work front to service now one. We actually used to work in service now, so it was easy to pass tickets back and forth. But when we moved to work front, that kind of sparked. Well, we need a connection between work front and service now now. So a combination of everything. And I also think the templates that are on Fusion, as well as just Googling different automation ideas, has sparked a couple different ideas as well.

Yeah, I already got that. Very aggressive either way.

Yeah, some of it’s like, us system admins need to do something to help ourselves.

So like, what can we do to make life easier for us? And then others, people come with a problem to solve. Can work front help me solve this? Can we do this through an automation, which is really a major buzzword right now. How can we automate that? How can we, so that the humans don’t have to do it, so we can spend time doing other stuff. So it’s very timely too, I think. People are very, very interested in this kind of thing.

Yeah, especially since probably most people, and I don’t know your case, Tia or Matt, like most people, their role is not 100% system admin. So how can you find ways to sort of take out some of those manual work processes that you’re spending maybe unnecessarily time on, where you can maybe then focus your efforts or strategic processes and strategy building and process mapping.

So I think that’s a huge win.

Well, one people, one loved your presentation. They loved the storytelling, so I’ll open it up. So Ross, you have your hand raised, so floor is yours.

Yeah, good morning. Great presentation, guys. Can you talk a little bit about your design process and what that looks like? And then the tips and tricks you might have like before you even open Fusion, what kind of documentation, what kind of system alignment things are you thinking about? Because I know sometimes it’s easy to do, it’s easy to run right into Fusion and start building scenarios, but then you start testing it, you haven’t thought about all the edge cases or different use cases. And it’s a huge learning is just to take a step back and build a process document through it, map it all out, talk to stakeholders that might be involved, but would love to understand what that looked like for some of your scenarios here.

I’m gonna say I have to laugh because I am one that just kind of jumps into sandbox and development and just kind of starts playing with it and seeing how it goes. And I’ve learned that that’s not the best route because again, you run into issues and now it’s like, oh, this whole scenario might not even be possible. So we do have a couple coming up here where we’ve kind of taken a step back and looked at, we’re looking at a connection with Microsoft Bookings. So we’re starting at the booking side and making sure everything is aligned on that side. And then once that gets to go ahead, then we’ll start looking at Workfront, make sure everything’s set up properly in there, and then we’ll start building the Fusion scenario at the end so then we don’t build the scenario and realize Microsoft Bookings doesn’t have the capability or whatever it may be. So definitely a great point you make and a work in progress, at least for me. Sure. I have recently found that using, if you have access to a tool like Miro or something else where you can build out the workflow, and I really try to parse out like, what is the business process first that we’re trying to achieve? And then what is the technical part of the process? So one that I just did recently, we came up with four different business process options, but we ended up doing a hybrid of that. And then on my Miro board, I was like, okay, so where is the automation happening within that process? And then sometimes depending on how complex it may be, I might use Excel to say, okay, here’s like the Workfront field, here’s what we need Fusion to do. We’re kind of doing that as a similar process for another system integration that we’re looking at with Workfront. We hope to have live at the end of the year. So we’re using like, okay, what was the business case or user case or persona? I am a so that, and I want to, and then, okay, what’s the technical requirement for Workfront? What’s the technical requirement for the other system? And then trying to map it out and build it because I like to be organized, like what am I doing? And I’ve also found too, that the more technical people like Matt, like to say, okay, what is it that I’m building? So I think it’s a good partnership between business and technical to, if you have a business analyst minor role that you can lean into, and then tools to help you map out the business process and understand the user so that then you can get to the root of what you’re building for the technical component of it.

Awesome, thank you guys.

Sorry, I was on mute for a second. Catherine, you have your hand raised.

Absolutely.

Here we go, camera, hello.

Great presentation, awesome. I was grinning at how common some of the problems Fusion gets to use to solve R. I’d be curious for those that are developers, how many of us have intake to project conversions? The very first external portal I ever wrote in Fusion automation was for the Mayo Clinic for request your team sends mine. So that was where I learned to do that.

And the other place that I get ideas, which is why I raised my hand, a number of my teams have like issue queues for, we got this request that something was wrong, we had to send it back. I monitored those queues, and I’m looking for patterns there. So we had a pattern of a particular team would get things, but they weren’t approved correctly, or they didn’t have the approval path attached. So I just started automatically attaching the approval path. Team is having problems, I can just make irrelevant through automation. I mean, it’s a two module scenario, but things go out on time. So those are other ways of ideas that I get though.

I like that. Thank you, Catherine. Yeah.

And they really can be for those that are scared, they can be two modules and they can do a lot. They can be 150.

Like that don’t recommend, but you can do it.

Yep. It can be complex or simple, that’s for sure. I mean, the complex ones, hopefully it’s not too scary, but really it’s just, if you just kind of get that process mapped out and what do you need it to do, then it can be much easier to put it together.

Or send one of your users 800 emails in an hour. That too. Test carefully. Were those automated? Yep. Yep, future talk to itself.

Test carefully. I’d be curious, Tia and Matt, do you guys share some of these like time-saving metrics back with your users or your leadership to be like, we’re doing just, I’d be curious to know kind of what that looks like and how responsive people have been to learn about some of the automations that are helping remove some of those manual barriers.

I think we’re getting better at that.

Just not only because we’ve been in the system, the longer that you’re in the system and collecting the data in order to say, okay, here’s how much time it’s taking and we want to reduce that or stop doing or eliminate by, whatever your KPI might be.

So I think we’re getting better at that. But I know too, like in Matt’s group, they have a quality team that any project they do, like that’s required. So we’re partnering with them on that project and I’m like super excited that they’re, leading the charge on gathering the metrics.

Matt, what’s that process you guys use? The quality process? That’s a good question.

Is Luke in here? Yeah, where’s Luke? I know that there’s, they do projects. Like if you have a project that involves anyone from education, they have you partner with the quality team and then they have this whole like process that they go through and you provide then your information and initial metrics. And then it helps project out like five years, cost savings and different things like that or time savings.

So we’re working on that right now with that earlier project I was just telling you about, and Matt’s our fusion expert on that project. So we just know it takes a lot of time to archive. So stop being a little bit ambiguous. We’re looking to reduce the amount of time that it takes to archive work in the dam. And so we’re looking through all kinds of automations that we can do from metadata mapping to using task triggers, to mapping what’s in the documents area of the project over to the other system to do the folder structure, et cetera. And so we’re tracking our time on those things and making sure we can provide those metrics cause we have very high hopes about the amount of time that we will reduce in doing uploads, downloads, tagging metadata application, the whole bit. So, and this is a, it’s our marketing team, it’s our dam team and education is partnering in this effort, so. Yeah, a big team effort. Yep.

All right, another hand raised, Tracy.

Hi everybody, this was fascinating. A lot of great ideas that came out of this. In the beginning, you were talking about converting issues to projects, which is a fusion scenario that we just built, but I’m having a little bit of trouble because we set it up and it’s working great, except our marketing managers are receiving like 50 notifications when the projects are set up. So is that a function of their notification settings or is there some way we can limit that? We just want them to receive a notification that the project is available for use.

Yeah, I guess I’d wonder what the notification is coming from. Are they the project owner? Are they assigned to the issue? So yeah, they’re set up as the project owner. So we have it set up so that when they submit the request, they’re automatically assigned as the project owner and they’re assigned to all tasks. So I think they’re receiving multiple notifications because of the task assignments.

I would probably start with just from a work, but not even from a fusion standpoint, like there’s sort of two different task notifications in Workfront. There’s one that’s like, I’m assigned to a task. So if you’re assigned to, if the project’s in a current status and you assigned one person to like 20 tasks, they’re gonna get 20 notifications. Like you’re assigned to task one, task two. If you create or if you assign tasks while the project is in planning and then you make all of your assignments there and then you switch the project to current, there is a notification that you can turn on that’s like a project has been moved to active. I forgot the exact terminology, but that will send one.

And so I would just check your Workfront notification settings to see what is turned on. And again, at what point are those tasks assignments being made or they made when project is in planning versus current? And then that might help when triggering fusion automations because it’s just pulling based on what your project is in Workfront. Right.

Okay. That’s what I was afraid of because notifications and I don’t really get it.

I think it’s a scenario to limit notifications.

Well, a couple of thoughts to that. So definitely if when you do the initial converting to a project, if you do leave it in planning, make all the tasks assignments and then have a module later in the road that then updates the project.

I think that would make a lot of sense. I think that’s what Nicole mentioned. There also, I think we worked with Adobe on this one, but there’s an API call you can make to turn a user’s notifications off. We use that in the three month last login notification. So we don’t want the actual user who hasn’t signed in in three months to receive the notification, just their business leader. So we actually turn that notification off on their settings through Fusion. I’m sure there’s a way to probably turn it back on at the end of it as well if needed, but that may be another option as well.

Cool. I’ll look into that.

Thank you guys. Thank you very much.

Thank you. There was a question that came in from the chat that I’ll just ask aloud from Carrie is a question for the Mayo team. Where did you guys get your Fusion training? Are you self-taught? Did you take like a Fusion bootcamp, a combination of hours with professional services? Like how did you become an expert in Fusion? Do you have a background even in like coding? Yeah, so for me, no background in coding at all. So I took a Fusion bootcamp when I first started in Workfront and Fusion. And then from there, just honestly, just playing around in the system, using Google, using chat GPT, all that different stuff to kind of just self train from there.

Yeah, it sounds like a few and I know a few other folks on this call are all kind of self-taught, no coding experience. And so, yeah, it’s maybe one of those like practice makes perfect type of tools that kind of just jump right in, learn as you go.

And so, Kerry, hopefully, I know that doesn’t give you a game plan moving forward for how to learn Fusion, but I think if you can just get in there and start playing around, building out some really simple scenarios, then you’ll kind of be on your way.

Matt, is there a place that you would recommend starting? Like if you don’t know anything yet, where would you start if maybe you can’t do a bootcamp? Yeah, there is a good amount of documentation on the Adobe Experience League that you could definitely check out.

I think another helpful thing, if available to you, is find someone or partner with someone that does have experience in it and talk with them.

So I don’t know if I’m allowed to do this, but I’m happy to partner with you or set up a Teams call and we can discuss Fusion, our, to our, but I think that could be another helpful thing. Cause I should mention when I did first start, we also had another system admin who was Fusion trained. So I kind of worked with him and we bounced ideas and knowledge off each other for a while.

That’s a bit dangerous, Matt. There’s 97 people on this call, but- I know my boss might not agree with that statement, but I said it, so.

There’s also a, and I will share this now, and I will also share it at the end of this session there is a free Workfront training. Think of it as a hands-on lab. Like if you would ever attended a summit, it is a full day. It is happening in Seattle. And maybe let me just share my screen so that I will just- And I got the link in there for you, Nicole. Fabulous. Thank you, Cynthia. So on Wednesday, October 22nd, if you are based in the Bay Area, or even if you get budget to travel, this is a free hands-on lab. It can be put on by some of the engineers, some technical folks at Adobe, in the Seattle office. And so if you have Fusion, bring your computer, aim to get some budget. And this is a completely free learning opportunity. Think of it as a free bootcamp.

And so if you’re able to attend, like I said, it’s an all day affair. You’re going to get lunch, bring your computer, jump right in. That would also be a really great learning opportunity for you to, one, learn a little bit more about Fusion, and two, just build your Fusion network. Matt, like you said, if you can find people who have that Fusion expertise that you can connect with in the community to learn from and ask questions to, that’s a great resource. And so, like I said, Bay Area folks, people who are willing to travel, that this is a really great opportunity.

As far as I know, there was only one other free Workfront Fusion event done earlier this year in New York. This is the second one. And I don’t know that they’re going to be done on a regular basis. So I think there’s about 10 seats left if you’re able to join.

Rama, Josh, sorry, your hand has been raised.

Yeah, thank you. This was wonderful. I must say I attended the New York session for Fusion. That was great.

The question I have for Matt is, and by the way, I’ll take you on sharing bouncing ideas off. Just let me know how do I do it? Where do I connect to you? On what platform, Matt? If you want to share your email, I and me, we can certainly start thinking. We’re trying to build something bigger with NetSuite, integrating NetSuite and other financial systems that we have with Workfront to be able to bring in data and be able to also move data out from within Workfront. So the question I have is, how do you optimize your scenarios? It’s a great question and a loaded question as well.

Tia, do you have any thoughts? On optimizing the scenarios? Yeah.

From a business perspective, I would say you’re probably always iterating and trying to improve it. So I would say once you have something in there, sometimes it just works and it’s fine. There isn’t really anything about it that maybe needs to change, but if something arises or if there’s new functionality or maybe you’re doing an evaluation of, do we still need to? Then that would be an opportunity to reevaluate and potentially optimize what you’re doing. And also some of these things might also be in phases. I would say our chargeback one is in, we’re in phase one and we’re working on, we finished phase one and we’re working on phase two to continue to optimize that because we want to have validation in that particular scenario so that there’s even less human interaction on that one and time spent on validating cost centers.

So I think that can come in a variety of ways and sometimes the business will let you know.

Yeah, go ahead.

I was just going to say, there’s a couple of comments about the fewest number of operations. And that is something that down the road, I know our organization is going to look at. Right now we still are under our budgeted plan for operations so it’s not something we’re too worried about at this point, but as we add more scenarios and more operations are running and we get close to that number or our threshold that I think that would definitely be a great time or before that would be to look at how can we make this scenario run with less operations so more efficiently would be definitely a good thing to look at as well.

Yeah, have you created an infrastructure map? So when we do the development of Fusion and as you continue to scale and grow and have more and more integrations stemming from different tools, as we expand on that, the chances of breaking some scenarios do exist. And so with that infrastructure map and the encyclopedia that kind of helps you guide on what integrations have occurred in the past. And if anything that we’re doing in the future impacts the changes of the past, then it’s easy to go search, make the change. It’s easy that way. So have you kind of looked at the bigger picture to come up with that infrastructure map and plan for how the development within Fusion is happening? What does it look like? We have a little bit of that right now. I know specifically with some of our scenarios, we’re looking at custom fields and those are pretty easy to change the name of them in Workfront. And now you have to kind of remap that in Fusion.

So we, I mean, we just utilize SharePoint and we have documentation on each of our scenarios. So as they get built, we create a large documentation that kind of has what it does, what fields it’s looking at.

It also talks about what error messages may arise for the scenario and then how to solve those. So a couple of our scenarios do occasionally pop an error up that we need some manual intervention. So it doesn’t delete the file out of the shared folder. Fusion’s going to run that same file the next week for the next day. And now it’s creating a bunch of duplicate records. So different stuff like that. We have documentation on how to fix that issue, but we just use SharePoint for all those different documentations.

Thank you. Great question, Ritesh. I have a couple more slides and I know we have about five minutes left. So I’m just going to quickly run through the slides that I do have. I think there’s maybe three or four and then we will just wrap up and say thank you. But outside of the Fusion event that I just mentioned in Seattle, there’s also going to be a lunch and learn that the Scale Customer Success team. So Cynthia and Leslie and I are going to be hosting in Chicago on Wednesday, November 12th. So if you’re based in the Midwest, really in the Chicago area, and you’re interested in connecting with us for a two hour lunch, super informal. It’s not a presentation style. Just kind of get to know us. Network with some of your peers. We would love to meet you in November.

Adobe Experience Maker Awards. And I actually just saw an email come through via, honestly while I was happening or this presentation was happening, I believe the deadline has been extended to October 31st. So I will probably cross that out. But if you are interested in the Adobe Experience Maker Awards, especially the Conductor category, which is streamlining content creation and delivery workflows with Workfront and Adobe Experience Manager, this is a really great opportunity for you to just submit your application and potentially be highlighted at Adobe Summit in April.

Workfront second half 2025 Roadmap Embroider. This is put on by the product team. They do these on a bi-yearly basis or bi-annual basis. And so on October 21st, so next week, and then again on the 27th for folks in India, or 26, 27, depending on your time zone, is gonna be led by the product team. So kind of hear what is coming down the pipeline from a roadmap perspective from the product team. It’ll be a live session. You can ask questions. And so really encourage you to take advantage of that session. And then most importantly is all of the other sessions that are available to you, like Tia and Matt who have so graciously joined today’s session to share their expertise. There’s also a handful of other customers who are super interested in sharing what they’re doing with Workfront to help inspire and educate others. And so there’s a handful of events happening later this month and into November between AEM and Workfront Integrations. There is an exist statement one with some champions. If you’re really into text mode, there’s an AMA which is an ask me anything on the community forum. So it’s a sort of a text only event. There’s some more things happening with Workfront Fusion.

And I know there’s actually another one coming up later in November and in early December on Fusion. So if you are interested in learning more, be sure to just check the events page. We’ll be sending an announcement, send a message for all of the November events, but at the end of the month. So just keep checking there. And then Workfront User Groups. If you are interested in connecting with other like-minded Workfront customers, these are, I think they start off as virtual. They can potentially be in person, but I don’t think that this lists out every single city that is available right now. But if you are interested in learning and meeting and networking with other Workfront admins, I really encourage you to join your Workfront local user group chapter.

Like I said, it’s really just, these are peer-led. There’s no Adobe folks on the call. And so you can really just network, learn, connect, ask really brutally honest questions and get some advice from your peers. So I think that that is all I have for you guys today.

Cynthia, I’m thinking she probably has already done it and I probably have just missed it. But if there- Bring it now. I’m doing it now, sorry. If you could link to the survey in the chat, if you can, everyone, if you can just please just take a minute to complete this. It’s totally anonymous. I will be sure to share all the comments back with Tia and Matt. I’m sure they’re gonna be overwhelmingly positive.

And so, like I said, we have two minutes left. So maybe I’ll just take one more question if anyone has anything, but first and foremost, I just wanna say a huge thank you to Tia and Matt. This was such a good storytelling opportunity for the Mayo Clinic to showcase what you guys have done with Workfront Fusion and help others on this call. So thank you so much for partnering with us to present your story.

Thank you. Thank you all. I’m glad we could join today and share with everybody.

Yes, and apologies that this was on the day of our release. We will never do this again. But like I said, if you guys have any questions, we’ll take one more. Otherwise, you guys are free to jump, keep an eye out for a follow-up email from me later today and we’ll be in touch. So Rohadeesh, I’ll give you the one last question and you get 30 seconds because I’ll be mindful of time here. Yeah, no problem. I know that we were talking one time when we were in New York for the training, just like we’re having in Seattle this time, that there would be potentially a JSON blueprint site from where we could pull blueprints and then apply to our own scenarios. So Nicole or Cynthia, anybody on this call, do we know if there is any improve or any solid outcome of the Fusion team deciding on where to put blueprints so that we could certainly go in there and get some JSON files, which we can then import into our own scenarios and just build scenarios off of that, if applicable, right? I mean, there is like the list of available Fusion templates on Experience League, but I also know that there’s App Builder coming out for Workfront. I don’t know if that will have anything in there with Fusion JSON files, but that’s something that we could take as an action item Rohadeesh and try and get some more clarification on for you. And then we also have more Fusion events happening. So we’ll try and communicate that out as we hear more.

You bet. Top of the hour here, everyone mindful of your time. Have a great rest of your day. Thanks again, Tia and Matt, and we’ll hopefully see everyone soon. Thank you. Have a good day. Bye. Bye everyone.