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Microsoft Dynamics CRM
User Group – June 2016
Workflows Basics Elements of a Workflow Best Practices Workflow Ideas Troubleshooting Workflows Demo
User Questions Upcoming Webinars
Agenda
Types of Processes:
• Workflow – Update Records, Send emails, Create Records, etc
• Action – Creates a new operation or combines operations into a function
• Business Process Flow – A visual flow chart for an Entity (common in Leads and Opportunities)
• Dialog – An interactive Step by Step data entry form for your users
Difference between Workflows and Dialogs
Workflow Basics
Workflow Basics
When to use a Workflow instead of a Plug In
• Run the logic(the workflow) manually
• Anytime the business logic (workflow or plug-in) must be created and maintained by a Non-
Developer
Elements of a WorkflowTriggers:
• Record is Created• Status Changes• Record Assigned• Record is Deleted• A specific field is changed
Scope:• User• Business Unit• Parent: Child Business
Unit• Organization
Components of a Workflow:• Stage
• Check Condition
• Conditional Branch
• Default Action
• Parallel Wait Branch
• Wait
• Create Record
• Update Record
• Assign Record
• Send E-mail
• Start Child Workflow
• Change Status
• Stop Workflow
Action of a Workflow:• How to implement the Components of a Workflow
• Automatically notify Sales Manager when an Opportunity is Won or Lost
• Automatically notify Sales Manager when an Opportunity Estimated Revenue exceeds a certain dollar amount
• Auto populate fields in a Record from other Entities
• Notify Sales Reps when they have been assigned a Lead
• Generate Activities for Sales Reps for their Leads, Opportunities, etc
• Auto assign Records based on specific criteria
• Auto close Records after a specific amount of time
• Set reminders on Opportunities based on conditional items (i.e revenue, sales stage, time the opportunity has been open)
• Request Approval for a discount once it hits a specific percentage
• Update a record with specific information if it meets a certain criteria, update the record with a different set of information based on a different criteria
Workflow Ideas
Best Practices for Workflows• Run a Workflow as a Background Process unless absolutely
necessary to be Real Time
• Uncheck the box that says “Automatically delete completed
workflow jobs”
• Set the Scope to Organization
• Only check “As an On-Demand Workflow” if you want users to be
able to manually trigger
• When creating a workflow:
• Write down all scenarios that could happen
• Ensure the workflow covers all scenarios
• Test workflow after creation to ensure everything runs accurately
– Infinite Loops:• This means your workflow is stuck in a never ending cycle
– A workflow is triggered when a Lead is created and the workflow creates a new lead» This is an infinite loop because once the new Lead is created it will kick off
the workflow again and never stop
– Checking workflow status• Checking the Status of a workflow is a key place to start for
Troubleshooting• This will tell you if the workflow Succeeded, Failed or is Waiting• To determine why the workflow Failed or is stuck in Waiting you will
want to open the Failed or Waiting Workflow
Troubleshooting-Workflows
• Generate a phone call task for your Sales Rep when a Lead is assigned to them
• The Phone call task should not be generated if the Lead owner is the user Marketing
• The Phone Call Activity will be due three days after the workflow fires (when the lead is assigned)
• The Phone # will be the Leads Business Phone
• The Regarding Field will be the Lead
• Call will be from the Lead Owner
• Call will be to the Lead
• Owner will be the Lead Owner
• Description and Subject will be “Call New Lead –(name of Lead)”
Demo
• If a quote is activated and the quotes is over $500000
• Update the Opportunities Est. Revenue with the Quote Total Amount
• Place the Opportunity in the Manager Approval Stage
• Send email to Manager with:• Quote Activation Date
• Opportunity Est. Close Date
• Opportunity Est. Revenue
• Opportunity Owner
• Opportunity Account Name
• Otherwise if the quote is Activated and the quote is under $500000
• Update the Opportunities Est. Revenue with the Quote Total Amount
• Update the Stage to Propose
Demo
User Questions
“What are some best practices for when you use child processes within workflows and dialogs?”
A Child workflow is best used when you can combine the smaller steps in a workflow as a
sub process that can be re-used• Don’t make your users wait in a Dialog
• Set up a child workflow which can wait before performing an action
• Dialogs do not have a wait step
• If you have a workflow that has redundant items such as creating an Activity
• Build the activities in the Child Workflow and call the Child Workflow
• If you have many similar workflows triggered by different items like field updates, record creation, etc
• Utilize the same Child Workflow for each trigger method
• When you have a long wait time in the middle of a workflow
• Set up the workflow to trigger and perform actions
• Set the Wait Time
• Have the workflow call the child workflow to complete the steps after the wait time is complete
“How do you autofill from Account page to Quick create Opp to Opppage process?”
This can be achieved through Data Mapping:• Before creating the Data Mapping you will need to be sure that the field on the account
page is set up in an identical manner on the Opportunity Form AND the Opportunity
Quick Create Form• Then you can create the Data Mapping by:
• Navigating to Customize the System
• Clicking on Account
• Clicking on 1:N Relationship
• Open the existing 1:N Relationship between Account and Opportunity
• Click on Mappings
• Make sure there are not current Data Mappings that utilize either your field on the Account form or the
Opportunity Form
• Click New
• Select the Field on the Account Form in the Source Entity List
• Select the Field on the Opportunity Form in the Target Entity List
• Click OK
• Publish your Customization
• Demo of how to create a new Knowledge Article in CRM• Best Practices:
• Create new Article Templates as needed• Create new Subjects for Articles as needed• Enter in a Keyword for the Article so others can search for the Article• Once an Article is submitted it must be approved
• Determine who should approve the Articles and provide the appropriate security settings• Set up a Workflow to notify the individual that approves Knowledge Base Articles of the new
Article
• If you reject an Article, provide a reason• Create a Dashboard showing the # of Articles created by week by Rep
"I would like to understand how to use the knowledge base; best practices and processes."
On Demand CRM User Group Webinars
Resources
Support Consultant TeamContact Information:
Phone: 920-560-6888
Email: [email protected]
Monday-Friday 8-5pm Central
Michael Dodds Tyler Felton Josh PhilippsTaylor Nassen
Ledgeview’s CRM for User Group Webinar
Topic: User Adoption and Training
Tuesday July 19th, 2016
Automating Field Service through
Work Orders and Mobile
Thursday July 21st, 2016
Upcoming Webinars
ABC’s of Microsoft Dynamics
Wednesday July 27th, 2016
5 Strategies to Better Segment your
Current Lead Database
Thursday July 28th, 2016
To Register: Visit LedgeviewPartners.com
Click News and Events, Scroll to the Upcoming Webinars section.
Upcoming Webinars
