business rules, workflow and marketing automation...benefits of workflow automation!• workflow...
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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