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