In the last couple CRM blog posts we covered the basic set-up for workflows and gave definitions of steps that can be used. Today we are going to look at two examples of how these different steps can be combined within a workflow.
In these examples we will be creating workflows within Microsoft Dynamics 365 CRM versus using Power Automate, which was previously Microsoft Flow.
Workflow: Send an email to different managers based on account type.
In this workflow when a new account is created it will check for the account type and send an email to the appropriate manager for that account. Here are the steps utilized:
Check Condition: The first line is the check condition. Here we are checking if the account type equals customer.
Conditional Branch: There are two conditional branches. One to check if the account type is wsTools resller and one to check if the account type is ISV partner.
Send Email: There are three send email lines. In the first one we are sending the email to the sales manager for a customer account. The second one sends to the resales department for a wsTools reseller. The final one sends to our partner account executive for an ISV partner. The body is kept the same for each email, but the recipient is different. There are a lot of options available when creating your email template. We will explore this more at a later date.
Stop Workflow: The workflow is set to stop after each email send.
Workflow: Create tasks and flag as overdue 7 days after opportunity is created if it remains open.
With this workflow when an opportunity is created two new tasks are created for the owner of the opportunity. The workflow will then wait until 7 days after the opportunity was created. When it resumes the workflow checks to see if the opportunity is still open and if it is the opportunity will be updated and flagged as overdue. Here are the steps utilized:
Create Record: Two task records are created that will be related to the opportunity. One task is to send information to the design team and the second is that the proposal is due within 3 days of the opportunity creation.
Wait Condition: After the tasks are created the workflow will be placed on a wait until 7 days after the record was created. This looks similar to a check condition, but instead of selecting the entity type to check a particular field select “Process” from the bottom of the list.
Check Condition: The first condition checks if the opportunity status is open.
Conditional Branch: The conditional branch checks if the opportunity status is lost or won.
Update Record: If the opportunity is still open the record will be updated to show past due.
Stop Workflow: There is a stop workflow after the record is updated or after the conditional branch as there will be no action taken if the record is lost or won.
Working with dynamic values.
Within record creation, update or wait condition you can select from dynamic values within a record. In our screenshots everything highlighted in yellow is a dynamic field value. Dynamic values are available on the form assistant located to the right-hand side of the window when setting properties. Depending on the field type there are a couple different ways you can use dynamic values. See the screenshot below for tips on how to use these.
I hope this has given you a couple ideas of how you can combine different workflow steps to help within your organization.
-Jerica Coleman, CRM and Power BI Consultant