Workflows are automatic processes that can be created within the CRM to perform different tasks. They help in eliminating the need for duplicate data entry and can create consistency in how records are handled.
Workflows run in the background or real-time and can be based on multiple triggers. Conditions can be defined and multiple branches set within a single workflow.
With so many customizations available within a workflow it can be difficult to know where to start. Here are the most common steps I have seen used and an example of how they have been used to get you thinking.
Send an Email
To alert someone of a record needing their attention it is common to have a workflow that will send an email.
Example:
You have a record type that requires manager approval before sending a quote to a client, so your workflow would be triggered when a record enters the approval stage within the business process and the conditions set would check which division the record is for and send an email to the divisional manager for approval.
Update a Record
Workflows can update the record itself or related records.
Example:
A client has not paid their last three invoices and you want to freeze their account within your organization so no further quotes are provided or cases are resolved until the invoices are paid. Your workflow would trigger when the account is marked as frozen and all related opportunities and cases would get placed into an on hold for payment status alerting your salespeople and customer service agents not to do any further work on those records until the account is up to date.
Create a Record
Creates a new record either of the same type or a related record type. Helpful for passing work onto another department, such as moving from sales to production, or for creating task lists.
Example:
Once a sales contract is signed you need to send the information over to the production team. Your workflow would trigger when the status changes on an opportunity to won and it creates a new project record for the production team. To meet turnaround expectations the workflow also creates the following two tasks:
Assign technician, due 24 hours after sale is made.
Schedule install with customer, due five days after sale is made.
Assign Record
Assigns records automatically based on different sets of criteria.
Example:
Customer service cases come in via a support box that is managed by an administrative assistant. The assistant enters the case into the CRM, so the workflows triggers when a new case is created. The workflow assigns the case to the correct team based on the state the client is located in.
These are some basic examples of workflows that only perform one or two steps; however, workflows can contain multiple conditions that perform multiple steps. In upcoming blog posts we will discuss in more detail what goes into creating custom workflows.
-Jerica Coleman, CRM and Power BI Consultant
