simplifying business processes through workflow automation | sugarcon 2011

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SugarCRM includes a workflow engine that enables users to automate key business processes inside their CRM system. These workflows can trigger alerts or assign tasks in order to make it easier for sales, marketing and support agents to perform their daily tasks in an optimal fashion. With the release of 6.1.0, Sugar Logic introduces a new facet to consider when designing workflows. And of course, the flexible nature of SugarCRM allows users to dream up any number of custom workflows using the engine. Learn the basics of building workflows from Sugar Support Manager Chris Raffle in this learning session. Presented by Chris Raffle at SugarCon 2011.

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Page 1: Simplifying Business Processes through Workflow Automation | SugarCon 2011
Page 2: Simplifying Business Processes through Workflow Automation | SugarCon 2011

Simplifying Business Processes Through Workflow Automation

Chris Raffle

Technical Support Manager

©2011 SugarCRM Inc. All rights reserved.

Page 3: Simplifying Business Processes through Workflow Automation | SugarCon 2011

What Can Workflows Do For You?

©2011 SugarCRM Inc. All rights reserved.

Page 4: Simplifying Business Processes through Workflow Automation | SugarCon 2011

Overview of Workflows

Workflows trigger when a module record is saved and all conditions on the workflow are met.When triggered, workflows can…

Automate processes within the applicationGenerate email notifications to a list of recipients

04/12/2023 4©2011 SugarCRM Inc. All rights reserved.

Page 5: Simplifying Business Processes through Workflow Automation | SugarCon 2011

Workflow Basics

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Page 6: Simplifying Business Processes through Workflow Automation | SugarCon 2011

How Workflows Are Triggered

Records created/updated from:Within the applicationOther workflowsSOAP or REST APIsThe support portal

Mass updates

04/12/2023 6©2011 SugarCRM Inc. All rights reserved.

Page 7: Simplifying Business Processes through Workflow Automation | SugarCon 2011

Types of Workflows

On SaveNew and/or existing records

Time ElapsedNew and existing recordsCustomizable time parameters

tselect_type_dom dropdown list to add additional values

04/12/2023 7©2011 SugarCRM Inc. All rights reserved.

Page 8: Simplifying Business Processes through Workflow Automation | SugarCon 2011

Workflow Conditions – Time Elapsed

When a field in the target module changes to or from a specified valueField does not change for a specified amount of time

04/12/2023 8©2011 SugarCRM Inc. All rights reserved.

Page 9: Simplifying Business Processes through Workflow Automation | SugarCon 2011

Workflow Conditions – On Save

When a field in the target module changes to or from a specified valueWhen the target module changesWhen a field on the target module changesWhen a field in the target module contains a specified value When the target module changes and a field in a related module contains a specified value 

04/12/2023 9©2011 SugarCRM Inc. All rights reserved.

Page 10: Simplifying Business Processes through Workflow Automation | SugarCon 2011

Workflow Actions

Email NotificationsCan be sent to users, accounts, contacts, leads and much more!Create custom workflow email templates with dynamic variables

04/12/2023 10©2011 SugarCRM Inc. All rights reserved.

Page 11: Simplifying Business Processes through Workflow Automation | SugarCon 2011

Workflow Actions

Update records in the target module or a related module

Cascading updatesCreate new records related to the target module or related to the related module.

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Page 12: Simplifying Business Processes through Workflow Automation | SugarCon 2011

Email Alert Templates

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Page 13: Simplifying Business Processes through Workflow Automation | SugarCon 2011

Email Alert Templates

Add dynamic field variables to workflow template

Variables can contain past or present values for fieldsVariables can also be populated from related modules

Specify a ‘From’ name and email addressUnlike normal email templates, workflow templates cannot contain attachments

04/12/2023 13©2011 SugarCRM Inc. All rights reserved.

Page 14: Simplifying Business Processes through Workflow Automation | SugarCon 2011

Workflows and Sugar Logic

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Page 15: Simplifying Business Processes through Workflow Automation | SugarCon 2011

Leveraging Sugar Logic in Workflows

Utilize Sugar Logic formulas to create more powerful workflows

Workflow conditions are limited to exact field valuesSugar Logic calculations can evaluate conditions on any number of fields in the moduleCreate a custom field for the sole purpose of evaluating the workflow conditionBased on the calculation, populate the field with various values to base the workflow condition on

04/12/2023 15©2011 SugarCRM Inc. All rights reserved.

Page 16: Simplifying Business Processes through Workflow Automation | SugarCon 2011

Common Workflow Tips

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Page 17: Simplifying Business Processes through Workflow Automation | SugarCon 2011

Common Workflow Tips

Workflows can fire off of records modified by any workflow

Utilize ‘Workflow Sequence’ to ensure your workflows fire in the desired order

04/12/2023 17©2011 SugarCRM Inc. All rights reserved.

Page 18: Simplifying Business Processes through Workflow Automation | SugarCon 2011

Common Workflow Tips

Workflows and relationships for new recordsIf you have a workflow with either a condition or action depending on a related module, you have two methods to ensure the workflow completes as expected:

Create an ‘on save’ workflow that has sequential priority and will always fire before your real workflow

Create a ‘time elapsed’ workflow to fire at least 1 minute after the record is saved

Examples of workflows requiring relationships to function:Email the related contact when a case is created from the portal

Update the parent module record when a child record is created

04/12/2023 18©2011 SugarCRM Inc. All rights reserved.

Page 19: Simplifying Business Processes through Workflow Automation | SugarCon 2011

Common Workflow Tips

Proper setup for time elapsed workflowsMake sure the scheduler is active

Make sure the cron job is running on the server

Workflow is set to process ‘New and Existing Records’

04/12/2023 19©2011 SugarCRM Inc. All rights reserved.

Page 20: Simplifying Business Processes through Workflow Automation | SugarCon 2011

Common Workflow Tips

For SugarCRM users to receive email alerts, notifications must be enabled at the user account level“Advanced Search” – A great and often overlooked tool

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Page 21: Simplifying Business Processes through Workflow Automation | SugarCon 2011

Live Demo

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Page 22: Simplifying Business Processes through Workflow Automation | SugarCon 2011

Questions

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