DF2UFL 2012 Morning Session: Workflow - Making the MOST of Salesforce.com Native Functionality Presented by: CloudTrigger [Silver Sponsor] Sean Wolfman

1. Workflows
Native Salesforce.com Functionality

2. Sean Wolfman
CloudTrigger

3. Agenda
 Workflow overview
 Cross Object Workflows
 Workflow Settings
 Workflow Rules
 Pick Your Workflow Actions
 Use Case 1- Lock Records via automated Record Type Changes and
notify team member to review locked record
 Use Case 2- Track time between critical Opportunity Stages
 Use Case 3- Notify a Lead owner about an ignored Lead and move it to
a queue if updates are not made.
 Use Case 4 – Expense Approvals
 Q&A

4. Workflow Overview
Bring automation to your Salesforce!
 Workflows can do the following:
 Email Alerts- to any user or contact
 Task- can be created and assigned to
a specified user
 Field updates- update field values
automatically
 Outbound Message- send
information about a record to an
external service
 Visual Workflow- walk users through
a business process flow
 Approval Processes- automate the
approval process for things such as
expenses, opportunities, etc..

5. Cross -object Workflow
 Cross object field updates types:
 Custom object to Custom object
 Custom object to Standard object
 Account, Asset, Campaign, Case,
Contact, Contract, Contract Line
Item, Entitlement, Opportunity, Order,
Question, Quote, Service Contract,  Cross-object field updates now
Solution support cross object field updates
 Standard object to Standard object for standard objects as of Spring
 Case Comments updating Case,
Email updating Case, Opportunity ‘12
Product updating Opportunity,
Opportunity updating Account
 Master-detail relationship must
exist in order to do a Cross -object
field update

6. Workflow Settings
Go to Workflow & Approval Settings
 Add Default Workflow User- required for Time based Workflows
 Enable Email Approval Process- users can approve or reject approval request
via email response

7. Workflow Rules
Workflow Rules allow you to decide the object associated to the rule, the
Evaluation criteria, and the Rule criteria.
1. Pick your object- only 1 object per Workflow Rule
2. Name the Rule
3. Evaluation Category
4. Rule Criteria
5. Click Save and Next- this will take you to the Edit Rule page.

8. Pick Your Workflow Action/s
 Now select a Workflow action
 You can select many actions for one Workflow Rule
 You can use both Immediate Workflow or Time-Dependent Workflow actions or a
mix

9. Pick Your Workflow Action/s
continued
 Add your Actions and when complete then click Done. Now Activate the
Workflow.

10. Use Case 1- Locking Records
Have you ever been looking for a way to lock a Salesforce record from being
edited when a certain status or milestone is reached??
 Are users making changes to an Opportunity after is it set to Close Won?
 Are Cases being changed post resolution?
 Are Contracts being altered after the deal is signed?
This use case will walk you through a simple and easy way to use Workflow to
lock records from being edited except by those with the authorization to do
so!

11. Use Case 1- Locking Records
 Lock Records via Record Type changes with Field update.
 Example- Lock Won Opportunities
 Create a Open Opportunity Record Type and a Closed Opportunity Record Type
 Create a Locked Page Layout and make all fields Read Only and remove the buttons. Also
remove create buttons from Related List
 Create a Locked Opportunity Sales Process with only Closed Won available.

12. Use Case 1 Continued
One Workflow with 2
Workflow Actions to update
the record and to notify the
Deal Desk to review via a Task
Record is set to Locked
Opp Record Type and Task
is created for Deal Desk

13. Use Case 2- Tracking
Opportunity Stage Changes
Have you ever wanted a simple solution to see how much time the Sales Reps
are spending on each Stage of the Sales Process?
Couldn’t you use this information to streamline your Sales Process so you can
remove the roadblocks in front of the Sales Team?
 Perhaps the Approval Stage on deals is taking too long and hindering the closure
of Sales!
Would analyzing the average time spent on each step of the Lead qualification
process be useful?
Maybe there are too many steps and one needs to be removed.
While Salesforce can provide some of this data for Opportunities via the Stage
Duration report this simple Workflow solution will allow you to see average
time spent per Stage. (or Lead Status) Not just the overall average across all of
the Stages on Opportunities .

14. Use Case 2- Tracking
Opportunity Stage Changes
Track the time between critical Sales Stages right on the Opportunity. Create
reports to track average time between these stages across all Opportunities.
1. Added 3 Date/time fields to hold the time and date a critical stage was
selected.
2. Added 3 Workflows to capture the date/time a critical stage is selected
in the newly created Date/time fields
3. Added 2 formula fields to calculate the date/time difference between
the stages changes.
4. Display all 5 fields on the page layout.
5. Created a report to calculate average time between the critical Stages
across all Opportunity.

15. Use Case 2 Continued
1. Create Fields
2. Create Workflows
3. Add formula fields
4. Add fields to Page Layout

16. Use Case 2 Continued
5. Create report to show average time between critical stages

17. Use Case 3 – Notify User and
Reassign Ignored Leads
Are Leads being claimed by some members of your team and then being
ignored??
Are potential “Hot” Leads languishing away as an overburdened rep forgets
about them??
Potential revenue can be slipping through your company’s fingers!!
This simple workflow solution will remind reps about the Leads they may have
forgotten about plus automate the process of recycling those Leads that have
been left behind to other team members.

18. Use Case 3 – Notify User and
Reassign Ignored Leads
Automatically notify users they will lose Leads that have not been
Contacted for 10 days. If the user update the Status at 12 days reassign
the Lead to a queue.
1. Create a Workflow Rule on Leads with a Status of Open –Not
Contacted
2. Add a time-based Workflow Action for 10 days after the trigger date
to send them an email to note they need to update status in next
two days or the lead will be reassigned.
3. Add a time-based Workflow Action for 12 after the trigger date to
change the owner of Leads still in Open- Not Contacted Status to a
queue.
4. Monitor your time-based workflows under Administration Setup,
Monitoring, Time-Based Workflows.

19. Use Case 3 Continued
1. Create the Workflow Rule
2. Create 10 day email notification Workflow Action to Lead owner
3. Create 12 day field change Workflow Action to change the owner to the
queue
4. Monitor Time-based Workflows in the monitoring queue.

20. Use Case 4 – Approve Expenses
Wouldn’t it be nice to automate your company’s Expense Approval process
for easy tracking??
No more questions as to the status of the expense!!
Manage the flow of approvals for discounts on Opportunities based on the
percentage of discount so that they automatically route to the proper
approver!
No more forwarding approval request emails until it gets to the proper approver!!
Take control of all of your company’s approval processes with ease using
Salesforce!

21. Use Case 4 – Approve Expenses
Approval are complex business processes that require information gathering
and planning before implementing. It is recommended to follow the
instructions below before getting started.
1. Read the Help Topic
2. View the Checklist
3. Create a custom user hierarchical relationship field
4. Create Email Templates
5. Create Approval Process using either the jump Start or Standard Wizard
6. Add Approval History Related List to all page layouts
7. Activate the process to deploy to your users

22. Use Case 4 – Approve Expenses
continued

23. Use Case 4 Continued
 After you do your prep work on the previous slide it is time to set up an
Approval Process!!
1. Select the Jump Start Wizard (will automatically choose some setting for
you: Jump Start Wizard) or the Standard Setup Wizard.
2. Name your process
3. Select Entry Criteria for records to Enter the approval process. (only
expenses over $100
4. Select your Approver and Record Edit ability Properties
5. Select the Approver Notification Email Template.

24. Use Case 4 Continued
6. Select field to display on the Approval Page Layout
7. Select user who can submit an initial approval request
8. Now create your approval steps

25. Use Case 4 Continued
9. Specify Approval Step Criteria (such as amount over 101 and under 500 to
a particular approver)
10. Select Assigned Approver for this step
11. Now specify workflow actions associated to this step
12. Continue to enter steps and associated workflow actions if applicable

26. Use Case 4 Continued
 The completed Approval Process
Initial Submission locks the record
and sets the Expense Approval Status
field to Submitted for Approval
1st approval step for $500 or
less. If approved sends email
to submitter and sets Expense
Approval Status to Approved
2nd approval step for greater than
$500. Goes to different approver.
If approved the expense record remains
locked to prevent edits. If denied it is
unlocked, an email of rejection goes to the
submitter, and the Expense Approval Status
is set to Denied

27. Use Case 4 Continued
Click on View Diagram button to review your Approval Process with a user
friendly flow diagram

28. Q&A
Questions??

29. Sean Wolfman
Director of Services at
CloudTrigger
sean.wolfman@cloudtrigger.com

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31. Thank YOU!