Lead Management in SugarCRM Series: Lead Routing with Workflows

Lead Management in Sugar 7

Written by: Josh Sweeney and Briana Gross

Lead Routing through Workflows

LEAD ROUTING THROUGH WORKFLOWS

A Lead can be routed through a workflow when it is saved in the SugarCRM system.

For example, suppose that all new Leads in California should be first assigned to a particular user.

Workflows can also be used to send alert emails and can be configured to execute over a time period (instead of waiting to be saved or updated).

LEAD ROUTING THROUGH WORKFLOWS

To accomplish this sort of automated task an administrator must define a new Workflow.

For simplicity, here we will create the very simple and specific workflow mentioned above: assigning all new leads from California to a particular user.

LEAD ROUTING THROUGH WORKFLOWS

Navigate to the Administration page and select Workflow Management from the Developer Tools section.

LEAD ROUTING THROUGH WORKFLOWS

Navigate to the Administration page and select Workflow Management from the Developer Tools section.

This will take you to the Workflow Management module’s List View.

LEAD ROUTING THROUGH WORKFLOWS

We want to create a new workflow, so place your curser over the Workflow Definitions button and click on Create Workflow Definition.

LEAD ROUTING THROUGH WORKFLOWS

Name the new Workflow.

LEAD ROUTING THROUGH WORKFLOWS

Select the Leads module from the Target Module field.

LEAD ROUTING THROUGH WORKFLOWS

For the purpose of this module, we want to set the Applies To field to New Records Only.

LEAD ROUTING THROUGH WORKFLOWS

Click Save to save the workflow and you will be presented with the form to set the workflow conditions.

LEAD ROUTING THROUGH WORKFLOWS

There are three sets to configure:

Conditions

1

LEAD ROUTING THROUGH WORKFLOWS

There are three sets to configure:

Conditions Alert

1 2

LEAD ROUTING THROUGH WORKFLOWS

There are three sets to configure:

Conditions Alert Actions

1 2 3

CONDITION

Our only condition for this workflow is that the Lead’s State be California.

CONDITION

Our only condition for this workflow is that the Lead’s State be California.

Click the Create button beneaththe Conditions label.

CONDITION

A pop-up window will prompt you for when to check for the condition.

CONDITION

A pop-up window will prompt you for when to check for the condition.

We want to select When a field in the target module contains a specified value.

CONDITION

We are presented with a link below the condition options to pick our specified field.

CONDITION

We are presented with a link below the condition options to pick our specified field.

Click the field link and you will be prompted to pick the field.

CONDITION

Choose the Primary Address State as the field and click Save.

CONDITION

You will be presented with the conditions screen showing the field as Primary Address State, choose Next.

CONDITION

The next screen will allow you to set the value (or state) that you want the system to recognize.

CONDITION

The next screen will allow you to set the value (or state) that you want the system to recognize.

Click on Value.

CONDITION

A pop-up screen will appear and you can set the parameters. For this example, we want to set it to equals CA and choose Save.

CONDITION

Once this is saved you will see the condition displayed on the workflow definitions screen

ALERTS

The alert of the workflow is who will receive the action once the conditions are met.

In this case, the alert will be assigned to a specific user.

ALERTS

The alert of the workflow is who will receive the action once the conditions are met.

In this case, the alert will be assigned to a specific user.

To set up this alert, click on the Create button under the Alert header.

ALERTS

You will be presented with the alert detail screen.

ALERTS

Enter a name for your alert, choose the alert type (email or invite).

ALERTS

Then you have the option of sending a normal message and including the text below. Or you can also choose from a template message.

ALERTS

This can be useful if you are creating similar workflows for leads but does not need a different message each time.

This will save the administrator valuable time.

ALERTS

This can be useful if you are creating similar workflows for leads but does not need a different message each time.

This will save the administrator valuable time.

Then click Save.

ALERTS

Your next action will be to choose who will receive the alert.

Simply click Create and a pop-up window will appear.

ALERTS

You will be presented with several options. Make sure to think through your process and who would need to be alerted about this specific topic.

ALERTS

You will be presented with several options. Make sure to think through your process and who would need to be alerted about this specific topic.

For this example we will choose a specified user and click Next.

ALERTS

Below the list of options you will click on User to choose the specific user, you can also choose how

the email is sent this person, To, BCC, or CC

ALERTS

A pop-up window will appear and you will be prompted to choose the specific user from a drop down list of users within your SugarCRM.

ALERTS

A pop-up window will appear and you will be prompted to choose the specific user from a drop down list of users within your SugarCRM.

Once the person has been chosen click Save.

ALERTS

Once the saved, you will see the User link change to the specific users name, if this is correct click Save and you alert will be updated in the workflow definition screen.

Note: you can add more than one alert to a workflow.

ACTIONS

The action of the workflow is what actually takes place when the conditions are met.

In this case, the action will be updating the Assigned To value of the Lead record.

ACTIONS

The action of the workflow is what actually takes place when the conditions are met.

In this case, the action will be updating the Assigned To value of the Lead record.

To set this up, click the Create button under the Actions section.

ACTIONS

You will be presented with a pop-up requesting the nature of the action.

ACTIONS

We want to simply update a field, so select Update fields in the target module. Click Next.

You will be presented with a pop-up requesting the nature of the action.

ACTIONS

Enable the checkbox for Modify the field: Assigned User.

ACTIONS

Click the Assigned User link that appears to select which user to assign the module to.

ACTIONS

Select the user you would like these leads assigned to from the drop-down selector, here we will be using Jen Smith.

ACTIONS

Select the user you would like these leads assigned to from the drop-down selector, here we will be using Jen Smith.

Click the Save button here, and again in the underlying pop-up.

DETAIL VIEW

This screen capture shows the completed Workflow Definition record as configured

from the above instructions

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