1. Improve Your Business Process
Productivity with Workflows
Jijeesh Kunhiraman
Consultant, eSavvy
www.eSavvy.com.au

2. Agenda
• Introduction
• What are workflows
• Scenarios where workflows can be used
• Workflow Scope ,Triggers, Actions
• Demo
• Advantages & Limitations of using CRM workflows
• Best practices
• Questions

3. What are Workflows
• Essentially a mechanism to automate business processes in an organisation
• These could be process flows within your organisation or your interactions with
your customers
• Workflows help you to
– Improve business process
– Reduce manual effort (data entry, analysis etc.)
– Improve efficiency and productivity
– Improve compliance
– Streamline customer communications and ensure they happen in a timely manner.
– Minimize errors and risk
• All this leading to an improved customer experience and higher customer
satisfaction

4. Sales Service Marketing
Route Sales Leads SLA management Lead Scoring
Set tasks/activities Case routing Nurture marketing
based on Opportunity
stage/probability Proactive contract Campaign budgeting and
management approvals
Notify appropriate
teams on high value and more …. and more…
deals
and more …

5. Scope Triggers Actions
User Manual Create, Update, Delete
Business Unit Create Send Email
Parent : Child Business Unit Status Change Change Record Status
Start Child Workflow
Organisation Assign
Stop Workflow
Field Change
Check Condition
Delete
Wait Condition

6. WORKFLOW DEMO

7. Demo Scenario
• A local City Council has implemented a citizen case management system
based on MS Dynamic CRM
• Citizens raise issues that affect them which are created as Cases in the
CRM system
• Council has special teams that look into various types of issues
• Respective department members work on the case and resolve them on
time ensuring citizen satisfaction.

8. Advantages Limitations
No code solution Asynchronous Operation
Power to Business Users Cannot be triggered on some events like
Associate, Dissociate, Merge etc.
Triggered on most common events
No control over the order in which each WF
Can also be triggered manually runs/executes
Easily configurable to meet changing
business needs
Asynchronous Operation

9. Best Practices
• Weigh different options – also consider plugins
• Consider using Child Workflows for repeatable steps
• Delete completed workflow jobs
• Test workflows thoroughly - may end up with recursive loops
• Monitor Workflows – at the record level and system level

10. THANK YOU FOR ATTENDING!
Jijeesh Kunhiraman
Consultant, eSavvy
www.eSavvy.com.au