simplifying business processes through workflow automation | sugarcon 2011
DESCRIPTION
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.TRANSCRIPT
Simplifying Business Processes Through Workflow Automation
Chris Raffle
Technical Support Manager
©2011 SugarCRM Inc. All rights reserved.
What Can Workflows Do For You?
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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
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Workflow Basics
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How Workflows Are Triggered
Records created/updated from:Within the applicationOther workflowsSOAP or REST APIsThe support portal
Mass updates
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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
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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
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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
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Workflow Actions
Email NotificationsCan be sent to users, accounts, contacts, leads and much more!Create custom workflow email templates with dynamic variables
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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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Email Alert Templates
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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
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Workflows and Sugar Logic
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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
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Common Workflow Tips
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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
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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
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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’
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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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Live Demo
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Questions
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