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Onboarding Consultant- Remedyforce

February 2016Poppi Turlich

Creating Salesforce Lightning workflows withProcess BuilderRemedyforce Help Desk/Service Management

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01History and Overview

What is Salesforce Lightning Process Builder?

A point and click graphical canvas interface Builds Processes/Workflow with Clicks instead of

Code Allows for consolidation of multiple workflows into

one Process Provides for multiple potential outcomes with a

TRUE/FALSE tree structure

What does Salesforce Lightning Process Builder give you?

Point and Click automation Easier workflow management More Power Greater Flexibility

What actions can Process Builder do? Create a record Update any related record Use a quick action to create a record, update a record, or log a

call Launch a flow Send an email Post to Chatter Submit for approval

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02Compare and Contrast

So Many Choices? Which to chose?

Workflow Rules Allows you to automate standard internal procedures

and processes Is based on an object, has 1 set of criteria that evaluate

to TRUE (executing actions) or FALSE (not executing actions) and actions that get executed

Can send email alerts, make field updates, create Salesforce tasks and/or automate outbound messaging

Approval Processes Specify and automate the steps and sequence that is required

to approve a record Allow for specific criteria to be met before a record can be

submitted for approval Identify specific approver(s) Can have multiple steps and different actions

Process Builder• A GIU workflow tool that helps you easily automate your

business processes by providing a powerful and user-friendly graphical representation of your process as you build it

• Extends the capabilities of classic workflow• Still has some limitations

Visual Workflow Automates business processes by building “Flows”, as

commonly abbreviated, and distributing them to the right users or systems.

Guides users through screens that collect and display information, create and update records, and execute logic based on user input.

Built using Flow Designer, another drag-and-drop user interface, used to create, manage and maintain the flows

Apex Java-like, object-oriented program language that allows

developers to execute flow and transaction control statements

Allow developers to add complex business logic to most system events, including button clicks, related record updates, and Visualforce pages.

Requires knowledge of how to write in Apex.

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03Process Builder in Application

Process Builder Basic Steps

1. Define the Process Properties2. Define the Object that triggers the Process3. Define Criteria4. Define Actions and Scheduled Actions

Getting to Process Builder

Naming your Process

The Canvas

Which records should be evaluated?

Define your criteria

Define your actions

Scheduled Actions

Where are pending Scheduled Actions?

You can see scheduled actions that are waiting to occur in Setup under:Build > Create > Workflows and Approvals > Flows

The scheduled actions are under “Paused and Waiting Interviews”

Activating your Change

Version Control

You can only have 1 active version of a process

An active version of a process cannot be edited

To edit the cloned version.

Troubleshooting Processes

User errors Error emailed to Administrator Apex Debug Logs

The record couldn’t be saved because it failed to trigger a flow. A flow trigger failed to execute the flow with version ID 30100000000XXXX.

Contact your administrator for help.

Applications in Remedyforce Auto submitting a Change Request for approval, based off of Change Type

or other Criteria. Updating related Tasks, when an Incident is updated. Sending Email using different templates based off of which Account the

User belongs to Updating a Client’s phone number when it is updated on the Incident form. Notifying a user that a Change Assessment hasn’t been completed when

they submit a Change Request for approval. Appending to a work log field with information entered as Note Actions. Updating a summary count field with the number of Configuration Items

linked to an Incident.

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03Conclusion

What did we learn about Process Builder?

Sleeker, Simpler User Interface Added functionality Can handle more complex processes than traditional

workflow Still new and has limitations

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Bring IT to Life.™

Thank You