Business Rules, Workflow and Marketing Automation...Benefits of workflow automation!• Workflow...
Transcript of Business Rules, Workflow and Marketing Automation...Benefits of workflow automation!• Workflow...
Business Rules, Workflow and Marketing Automation
HowtocreateautomaticrulesforyourCRM
What is a Business Rule, Workflow or Marketing Automation?
• Workflowisanautomatedprocessthatcanstartworkingwhenyouaddorupdate:accounts,opportunities,cases,forms,ordates.
• TherearemanybusinessobjectswithinLeadMasterthatcantriggerworkflow.
• WorkflowcanextendtooutsidesystemsviaanAPI.
• Multipleprocessescanbetriggeredfromasingleactionmakingthisapowerfulfeature.
Benefits of workflow automation! • Workflowautomationisatimesavingfeature.Youcanautomaterepetitioustasksandperformmultipleactionsfromasingleworkflowfiredbyasinglecheckbox.Forexample:• updatetheleadstatus• addacalendarevent• sendanemail• reassigntherecord• sendatextmessage• addanote
• Workflowcanhelpyoumanagesmartqueuesandadd/subtractrecordsfromsavedsearches,alsoknownasfilters.• Usingworkflowcanprovideconsistencyindataresultsandactionsforreportingandanalysis.
Who can create a Business Rule or Automation?
• Creatingandmaintainingworkflowsisaloginprivilege;generallyreservedforadmins.• Automationisapowerfultoolandneedstobethoughtoutandplanned.Flowchartsanddiagramsofthewayyouwantthingstoworkarehelpful.• Thereare3partstoconsider:• TheTrigger(when)• TheCondition(if)• TheResultingAction(then)
Accessing Marketing Automation and Workflow
MarketingAutomation/WorkflowMgmtmaybelocatedintheAdmindropdown
Orviathemainadminpage:Administrationarea>>Automation/Customizationsection>>MarketingAutomation/WorkflowMgmt
Adding New Workflow
SelectAddNewWorkflowProcess
BusinessRuleName:Providethenameoftheworkflow.
Helpfultip:makethenamerelevant RuleAppliesWhen:
ThisisthetriggerwhentheautomationwillfireClick
Adding New Workflow
Thislistisasampleoftheoptionsforwhenaworkflowcanbetriggered.Forexample:AddinganewrecordorUpdatinganexistingrecord.Therearemanyoptions;itsimportanttounderstandyourendgoal.
Adding new workflow “IF” Condition
ClickSelecttheFieldandOperatorClickwhencomplete.
Thefirststepwascreatingtheconditionof‘when’,nextstepisidentifyingtheconditionstodefinethewhentheworkflowwillperformitsactions.
Note:Youcanaddseveralconditionswithand/orstatements.Wewilldiscussthisingreaterdetaillater.
Adding a new workflow Operator TheOperatorisdefinedas:• ‘=’isanexactmatch• ‘<>’doesnotequal• ‘<=’islessthanorequaltothespecifiedvalue• ‘>=’isgreaterthanorequaltothespecifiedvalue• ‘beginswith’filtersdatabycontentsthatstartwithadefined
character(s)• ‘contains’filtersdataforthespecifiedcharacterwithinavalue.• ‘wasupdated’filtersrecordsthathadthedatainspecified
fieldsupdated.• ‘waschecked’applicableforCheckboxfieldtype.• ‘wasuploaded’applicableforFileUploadtype.
Note:Notalloperatorsareavailableforallconditions.Forexampledatefieldsdonothavetheoption‘waschecked’.
Using the operator and the fields HowtousetheFieldandoperatortocreateyourworkflowcondition
Creatingtheconditionisthelogicalpathtoexecuteacorrespondingaction.Forexample:WhenLeadStatus(Field)=NewInquiry(Operator)
YoucanfurtherdefineyourconditionwiththeuseofAND/ORComplexConditionscanbecreatedwiththeuseoftheopenandclosed“()”
Complex conditions
Definingyourconditionscanbeaccomplishedwiththeuseoftheopenandclose()
Forexample:thisworkflowwillexecuteontherulewhentheLeadStatusANDLeadSourceANDAcctMgrhavethevaluesspecified.
Complex Conditions Definingyourconditionscanbeaccomplishedwiththeuseoftheopenandclose()AndusingOR
ThisworkflowwillexecuteontherulewhentheLeadStatusORleadsourceANDAcctMgrhavethevaluesspecified.KeepinmindthattheOpenandCloseconditionbesatisfiedbeforetheANDisaddedtotheequation.
Itisrecommendedtestingextensivelywhencreatinganyworkflow.Askyourrepresentativeaboutasandboxfortesting.
Creating Resulting Actions
ClicktodisplayoptionsForresultingaction
Creating Resulting Actions
MultipleactionscanbeaddedForexample:• Addingafollowupcallback/eventona
calendar• Sendanemailtothecustomerfroma
template• Addcommenttotherecord• ClickNext>>whendone
Creating Resulting Actions Resultingactionsareeasytofollowandreviewoncecompleted.ThestandardLeadMasterfunctionalityapplies.Requiredfieldsarenoted.Clickwhencomplete.
A completed workflow Thethreestepsarecompletedinthisexample:WhenarecordisupdatedIFtherecordhasaLeadStatusofNewInquiryANDthecampaignisCP-1018Acallbackwillbecreatedin6daysfortheloggedinuser,anemailissenttotheprimarycontactANDacommentisplacedontherecord.
Multipleactionsexecutedbehindthesceneswithonerecordupdate,savingtimeforendusers.
Business Rule List Here’sanexampleworkflowlist.Itisimportanttonotethatthesystemwillexecutetheworkflowinordertoptobottom.Workflowcanbedraggedanddroppedtochangetheorderofexecution.
**Skiptoisaworkflowresultingactionthatcanbeutilizedtoavoidhavingoneworkflowoverwritingyourresultingaction.
Existing workflow options Optionstoeditexistingworkfloware:
• Pause–theworkflowwillbepausedfromexecutionbutremainsinplace.
• Edit–editconditionsoractions
• Clone–willcopyanexistingworkflow(note:theyarepausedinitiallyandwillneedtoberesumed)
• Delete–removesworkflowcompletely
• Active–workflowisactiveandwillexecuteifconditionsaremet
Helpful hints • WorkflowautomationlooksintimidatingbutbreakitdowntoWhen,IfandThen.
• Test,testandtestagain.
• Itcanbehelpfultouseaflowcharttodiagramyourprocessflow.
• Didwementiontotest?
Business Rules, Workflow and Marketing Automation
HowtocreateautomaticrulesforyourCRM