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Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
Simplifying Business Processes through Workflow Automation | SugarCon 2011
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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 …

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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Transcript

  • 1.
  • 2. Simplifying Business Processes Through Workflow Automation
    Chris Raffle
    Technical Support Manager
    ©2011 SugarCRM Inc. All rights reserved.
  • 3. What Can Workflows Do For You?
    ©2011 SugarCRM Inc. All rights reserved.
  • 4. 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 application
    Generate email notifications to a list of recipients
    4/3/11
    4
    ©2011 SugarCRM Inc. All rights reserved.
  • 5. Workflow Basics
    ©2011 SugarCRM Inc. All rights reserved.
  • 6. How Workflows Are Triggered
    Records created/updated from:
    Within the application
    Other workflows
    SOAP or REST APIs
    The support portal
    Mass updates
    4/3/11
    6
    ©2011 SugarCRM Inc. All rights reserved.
  • 7. Types of Workflows
    On Save
    New and/or existing records
    Time Elapsed
    New and existing records
    Customizable time parameters
    tselect_type_dom dropdown list to add additional values
    4/3/11
    7
    ©2011 SugarCRM Inc. All rights reserved.
  • 8. Workflow Conditions – Time Elapsed
    When a field in the target module changes to or from a specified value
    Field does not change for a specified amount of time
    4/3/11
    8
    ©2011 SugarCRM Inc. All rights reserved.
  • 9. Workflow Conditions – On Save
    When a field in the target module changes to or from a specified value
    When the target module changes
    When a field on the target module changes
    When 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 
    4/3/11
    9
    ©2011 SugarCRM Inc. All rights reserved.
  • 10. Workflow Actions
    Email Notifications
    Can be sent to users, accounts, contacts, leads and much more!
    Create custom workflow email templates with dynamic variables
    4/3/11
    10
    ©2011 SugarCRM Inc. All rights reserved.
  • 11. Workflow Actions
    Update records in the target module or a related module
    Cascading updates
    Create new records related to the target module or related to the related module.
    4/3/11
    11
    ©2011 SugarCRM Inc. All rights reserved.
  • 12. Email Alert Templates
    ©2011 SugarCRM Inc. All rights reserved.
  • 13. Email Alert Templates
    Add dynamic field variables to workflow template
    Variables can contain past or present values for fields
    Variables can also be populated from related modules
    Specify a ‘From’ name and email address
    Unlike normal email templates, workflow templates cannot contain attachments
    4/3/11
    13
    ©2011 SugarCRM Inc. All rights reserved.
  • 14. Workflows and Sugar Logic
    ©2011 SugarCRM Inc. All rights reserved.
  • 15. Leveraging Sugar Logic in Workflows
    Utilize Sugar Logic formulas to create more powerful workflows
    Workflow conditions are limited to exact field values
    Sugar Logic calculations can evaluate conditions on any number of fields in the module
    Create a custom field for the sole purpose of evaluating the workflow condition
    Based on the calculation, populate the field with various values to base the workflow condition on
    4/3/11
    15
    ©2011 SugarCRM Inc. All rights reserved.
  • 16. Common Workflow Tips
    ©2011 SugarCRM Inc. All rights reserved.
  • 17. 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
    4/3/11
    17
    ©2011 SugarCRM Inc. All rights reserved.
  • 18. Common Workflow Tips
    Workflows and relationships for new records
    If 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
    4/3/11
    18
    ©2011 SugarCRM Inc. All rights reserved.
  • 19. Common Workflow Tips
    Proper setup for time elapsed workflows
    Make sure the scheduler is active
    Make sure the cron job is running on the server
    Workflow is set to process ‘New and Existing Records’
    4/3/11
    19
    ©2011 SugarCRM Inc. All rights reserved.
  • 20. 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
    4/3/11
    20
    ©2011 SugarCRM Inc. All rights reserved.
  • 21. Live Demo
    ©2011 SugarCRM Inc. All rights reserved.
  • 22. Questions
    ©2011 SugarCRM Inc. All rights reserved.

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