Email workflows are beneficial for providing notifications on CRM records. In past blog posts we have discussed basic workflow set-up and the different steps available. Today we are going to look at setting the properties on an email.
From Field
Generally, I don’t use the from field because of potential errors. If the from field is set to a dynamic field value or another user the workflow can error out if appropriate permissions are not set to send emails on behalf of another user.
The first step is to set-up a security role with the ability to send an email as another user. Underneath “Business Management” within the security role set send email as another user to the organizational level. All users that would trigger the workflow will need this security role.
Then each user that the email could be sent on behalf of needs to set their personal options to allow others to send emails on their behalf. Each user that the email could be sent from needs to go to settings, the gear icon to the right side of the top toolbar, and then select “Options” to set this up. Under the “Email” tab select to allow others to send emails on their behalf.
To, CC and Bcc Fields
Set these fields with a static set of recipients. The recipients must exist within the CRM as either users, contacts, leads or accounts. Dynamics values can also be utilized, such as owners of records, available fields will be listed under the form assistant.
Subject
Static words and dynamic values can both be utilized within the email subject. I recommend including the notification type and record information so it is easily understandable for the receiver. Here are a couple examples I have used: “Pricing Approval Required – {Dynamic Opportunity Name}” and “New Lead Received – {Dynamic Lead Subject}”.
Body
Within the body there are some different formatting options. Again, both static and dynamic values can be used. Let’s review the different formatting options available.
- Text can be bold, italicized or underlined.
- Choose text alignment, left, center or right.
- Add numbering or bullets to the text.
- Set indentation of the paragraph.
- Choose font, size and color of text.
- Insert a knowledge article or include a hyperlink.
Hyperlink
Both the hyperlink and text to display for the hyperlink can be customized. URL’s can be set to navigate directly to the record by selecting Record URL (Dynamic) for the URL or it can navigate to an outside URL by inserting the full hyperlink.
Regarding
The regarding field will automatically populate to a dynamic value for the record type used for the workflow. I recommend leaving it this way.
Emails can be as detailed or simple as desired, but it is important to keep the receivers in mind when creating them. With that in mind here are my top 3 tips for creating an email notification.
- Do not use the from field.
- Make the subject detailed enough so receivers understand what the email contains.
- If sending to inside users include a hyperlink directly to the record so they can navigate directly to the record to take action.
-Jerica Coleman, CRM and Power BI Consultant
