Workflow Rules How I Consolidated and Simplified for Efficiency

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Workflow Rules are amazing, powerful tools for helping your business run smoothly, and for keeping track of the actions - and inactions - that are important to your success. So good, that sometimes they are overused and can grow to an unruly number.

With the introduction of new operators and flexibility that help you multi-select attributes like Priority, Account Name, Status and more, you can simplify that long list of workflow rules while becoming even more efficient.

[Presenter: Gareth Brown, Sytec]

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Workflow Rules How I Consolidated and Simplified for Efficiency

  1. 1. Workflow Rules How I Consolidated & Simplified for Efficiency
  2. 2. Gareth Brown Director, Sytec @garethbrown
  3. 3. Workflow Rules Q. What are Workflow Rules? A. An arrangement of processes, objective based, and repeatable, with defined outcomes.
  4. 4. Workflow Rules Q. When is it best to use Workflow? A. All the time; Workflow supports management
  5. 5. Workflow Rules
  6. 6. Workflow Rules
  7. 7. Workflow Rules
  8. 8. Workflow Rules Workspace Alert Update Field Variables Workflow Rule Create a ‘To Do’ Send Email
  9. 9. Workflow Rules There are 3 areas where workflow, rules (apply); • CRM Opportunities • Project Tasks • Service Desk Tickets
  10. 10. Workflow Rules My approach to Workflow 1. Investigate what & understand why 2. Bridge the gaps 3. Reverse engineer Design the workflow towards the desired outcome
  11. 11. Workflow Rules Customised Workflow Rules are very simple West Coast Incident Priority Response Escalate Incident Notify Alex West Coast Printers
  12. 12. Workflow Rules Workspace Alert Update Field Variables Workflow Rule Create a ‘To Do’ Send Email
  13. 13. Workflow Rules Customised Workflow Rules are very simple West Coast Incident West Coast Printers Response > 20 min Notify Martin
  14. 14. Workflow Rules Workspace Alert Update Field Variables Workflow Rule Create a ‘To Do’ Send Email
  15. 15. Workflow Rules Objective : Design workflow that run across groups
  16. 16. Workflow Rules Objective : Design workflow that run across groups
  17. 17. Workflow Rules Workspace Alert Update Field Variables Workflow Rule Create a ‘To Do’ Send Email
  18. 18. Workflow Rules Within the Service Desk Workflow; there are 37 conditional attributes, including; • Account Name, • Account Owner,
  19. 19. Workflow Rules Workspace Alert Update Field Variables Workflow Rule Create a ‘To Do’ Send Email
  20. 20. Workflow Rules Within the Service Desk Workflow; Workspace Alerts can be added
  21. 21. Workflow Rules Within the Service Desk Workflow; Multiple emails can be sent
  22. 22. Workflow Rules There are 18 fields that are available for updating Tickets, including; • • • • Priority, Status Primary Resource Due Time
  23. 23. Workflow Rules Within the Service Desk Workflow; Multiple ‘To Do’ actions can be set
  24. 24. Workflow Rules Workspace Alert Update Field Variables Workflow Rule Create a ‘To Do’ Send Email
  25. 25. Workflow Rules Tips for efficiency … Maximum of 200 active workflow rules Map out the workflow and then build rules Changes to workflow rules do not affect existing items Separate workflows for different notifications to end-user
  26. 26. Workflow Rules Next Steps? Ask for help during CommLive! Search out local CCP Access the Autotask Community Forums
  27. 27. Gareth Brown @garethbrown

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