Presented by Irina Kon and Ulrike Kruger on January 25th, 2017. Irina and Ulrike take a deep dive into our CRM solution to help you get some hands-on experience that you can bring back to your workplace and better understand the solution.

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CRM Deep Dive: Workflows, Business
Rules, Security and Troubleshooting
# A L L I A N C E 2 0 1 7
Please have your trial ready (or come see us if you need help setting up)

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YOUR TRAINERS
IRINA KON
SOLUTION ARCHITECT
JOINED SPARKROCK IN 2015
ULRIKE KRUGER
SENIOR APPLICATION
CONSULTANT
JOINED SPARKROCK IN 2013

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T h e R e t i r e d Te a c h e r s o f O n t a r i o
Charles Tabone
Monica Depta
Marzena Wspanialy
Ewa Romanski
U n i t e d C h u r c h o f C a n a d a
Jayne King
Jason Ding
Ric de Leon
R e g i o n Te n
Paul Mawyer
Amy Downey
R e h o b o t h C h r i s t i a n
M i n i s t r i e s
Susan Dexter
Attendee Introductions
Quick round table: introduce yourself, your organization, comfort level with CRM
O n t a r i o L e g i s l a t i v e A s s e m b l y
D i s t r i c t o f N i p i s s i n g S o c i a l
S e r v i c e s A d m i n i s t r a t i v e B o a r d
Saxon Yanta
Shara Ali
B r a m p t o n C a l e d o n
C o m m u n i t y L i v i n g
Turel Matadin

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AGENDA
W o r k f l o w s / B u s i n e s s
R u l e s O v e r v i e w
H a n d s O n P r a c t i c e B r e a k S e c u r i t y T r o u b l e s h o o t i n g
1 0 : 1 5 - 1 0 : 3 0
8 : 4 5 - 9 : 4 0
9 : 4 5 - 1 0 : 1 5 1 0 : 3 0 - 1 1 : 4 5 1 1 : 4 5 - 1 2 : 0 0

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Wo r k f l o w s

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WHAT ARE WORKFLOWS?
S E T O F S T E P S
Sequential steps to be performed on a record
or related records.
P E R F O R M C O M M O N TA S K S
Create/Update records
Add someone to queue
Assign records
Change record status
Send email notifications
Add Tasks
Call ‘Child’ workflows
Create Reminders/Follow-ups
Perform validations
A U T O M AT I C / O N D E M A N D
Triggered by an event in the system or
manually selected by a user to run.

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WHY USE WORKFLOWS?
Automate for efficiency and correctness and increase revenue.
Increased
Efficiency
Increased
Accuracy
Streamlined
Processes
Support timely
communications
Create follow-
up tasks
Validate the
data

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CONSIDERATIONS
Users with solid knowledge of the system.
Knowledge of data, business processes and current
implementation of CRM.
D E E P U N D E R S TA N D I N G
Must have a security role that allows creation of
workflows. Typically these are System
Administrators/System customizers.
S E C U R I T Y R O L E
Level of experience depends on the complexity of the
workflow.
E X P E R I E N C E W I T H C R M C O N F I G

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DEFINE
Define and document the business
process.
01
ANALYZE
Consider the current system: other
workflows running? Plugins exist?
Queues set up? Attributes available?
02
CONSIDER
Think from an end user perspective, is
workflow the right choice? Can the
action be done on demand? Is a
business rule required?
03
PLANNING A WORKFLOW
Steps to take in consideration of adding a workflow.

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DEFINE
Define each step and how to handle
the exceptions from standard process.
01
ANALYZE
Steps to automate, trigger, expected
outcomes, changes to other workflows.
02
CONFIGURE AND TEST
Use test records and test emails!
03
GETTING STARTED
Steps to take in consideration of adding a workflow.
DEPLOY
Plan for appropriate timing and impacts.04

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Dialog – similar to a
wizard
Workflows -
Background
Workflows – Real-time
User initiated from the
ribbon bar (on-demand)
Triggered by the
system, or initiated from
the ribbon bar
(Automatic or On-
demand)
Triggered by the
system, or initiated from
the ribbon bar
(Automatic or On-
demand)
One record at a time One or Multiple records One or Multiple records
Prompt and responses
that guides the user
No user interaction No user interaction
Can call child dialogs Can call child workflows Can call child workflows
User must refresh CRM
form to see results
Runs in the background
– user must refresh
CRM form when
complete
Runs in real-time – user
sees results quickly, but
can impact system
resources
PROCESS CATEGORIES

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B u s i n e s s R u l e s

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WHAT ARE BUSINESS RULES?
F O R M L O G I C
A set of conditions and actions that you can
apply to a form, or an entity.
P O S S I B L E A C T I O N S
Set field values
Clear field values
Set field requirement levels
Show or hide fields
Enable or disable fields
Validate data and show error messages
Business Recommendations – new in D365!
D R A G & D R O P D E S I G N E R
Easy to design and develop. Easy to
activate/deactivate.

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WHY USE BUSINESS RULES?
Automation and validation.
Increased
Efficiency
Increased
Accuracy
Streamlined
Processes
Cleaner Forms
and UX
Guide users Validate the
data

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CONSIDERATIONS
Users with solid knowledge of the system.
Knowledge of form impacts and ability to test out
functionality. Knowledge of which form is used by
which users.
B A S I C U N D E R S TA N D I N G
Must have a security role that allows creation of
business rules. Typically these are System
Administrators/System customizers. Forms also tie in
with security profiles so knowledge of the security
setup is recommended.
S E C U R I T Y R O L E
Level of experience depends on the complexity of the
business rule.
E X P E R I E N C E W I T H C R M C O N F I G

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DEFINE
Define and document what the forms
need to look like, any required fields
and order of data entry.
01
ANALYZE
Consider the current system: how many
forms exist? Who are the users for these
forms? Do you need the rule to run on
the server (during data import,
background processes etc.)?
02
CONSIDER
Business rules should be flexible
enough to allow exceptions to the flow.
Overusing business rules can reduce
the user experience.
03
PLANNING A BUSINESS RULE
Steps to take in consideration of adding a business rule.

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DEFINE
Define the order of data entry and the
related conditions. Consider security.
01
ANALYZE
Required business logic. Consider the
inverse of the rule may be required.
02
CONFIGURE AND TEST
Open up the form in different stages to
ensure business rules are functioning
as intended.
03
GETTING STARTED
Steps to take in consideration of adding a business rule.
DEPLOY
Easy to deactivate if they don’t function
as expected.
04

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Entity All Forms Specific Form
Run on all forms Applies to all forms for
that entity.
Applies to only a
specific form.
Run on the server
(during data import,
during processes)
Circular references are
not allowed (i.e. field =
field + 100) because
rule runs twice
BUSINESS RULE SCOPE

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Questions?

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HANDS ON
SCENARIOS

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01 DEFINE - SCENARIO
Step Action Who System Details
1 Send paper application Applicant Nothing
2 HR Rep fills in application in CRM from a Contact HR Rep Default status = New
Application Date – Recommend to set to Today’s Date when New
Job Posting
3 HR Rep performs the initial screening HR Rep Date Screening Completed
4 HR Rep approves the application for Interviewing HR Rep Set Status to “Interviewing”
5 System triggers an email on the Status change to
Interviewing and sends it to the Hiring Manager
System Create Email
6 Hiring Manager gets the email and reviews the
application.
Interview the candidates
Hiring Manager Create Tasks/appointments/Notes to manage the interview process
Rank
Date Interviews completed
7-1 REJECT: Hiring Manager Rejects candidates Hiring Manager Date Rejected/Withdrawn
Cancel/Withdrawn Reason
Cancel/Withdrawn Reason Description
7-2 OFFER: Hiring Manager approves to Offer Hiring Manager Click on Approval to Offer
Set Date Offered
Add offer details to the Notes
[System changes status to “Offer”]
8 System triggers an email on the status change to
Offer and sends it to the HR Manager
System Create email
9 HR Manager reviews offer and approves the Hire HR Manager Expected Start Date – validate date is future
Date Hired
Final Decision Notes
Add details to the Notes
Click on Approval to Hire
[System changes status to “Hired”]
[System update the Date Hired on the Contact]

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02 ANALYZE - DESIGN
Step Action Who System Details
1 Send paper application Applicant Nothing
2 HR Rep fills in application in CRM from a Contact HR Rep Business Rule: Default status = New
Application Date – Recommend to set to Today’s Date when New
Job Posting
3 HR Rep performs the initial screening HR Rep Date Screening Completed
4 HR Rep approves the application for Interviewing HR Rep Set Status to “Interviewing”
5 System triggers an email on the Status change to
Interviewing and sends it to the Hiring Manager
System Workflow: Create Email
6 Hiring Manager gets the email and reviews the
application.
Interview the candidates
Hiring Manager Create Tasks/appointments/Notes to manage the interview process
Rank
Date Interviews completed
7-1 REJECT: Hiring Manager Rejects candidates Hiring Manager Date Rejected/Withdrawn
Cancel/Withdrawn Reason
Cancel/Withdrawn Reason Description
7-2 OFFER: Hiring Manager approves to Offer Hiring Manager Click on Approval to Offer
Business Rule: Date Offered
Add offer details to the Notes
Workflow: [System changes status to “Offer”]
8 System triggers an email on the status change to
Offer and sends it to the HR Manager
System Workflow: Create email
9 HR Manager reviews offer and approves the Hire HR Manager Expected Start Date – Real-Time Workflow: validate date is future
Date Hired
Final Decision Notes
Add details to the Notes
Click on Approval to Hire
Workflow: [System changes status to “Hired”]
Workflow: [System update the Date Hired on the Contact]

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Questions?

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S e c u r i t y

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UNDERSTAND REQUIREMENTS
Identify the business areas of the organization, and what the users will see
and do. CRM attributes and business rules identifies. Create a Security
Matrix
01
BUSINESS UNITS/SECURITY ROLES
Set up the business and security roles to be assigned to
user that enforce what entities user can see and update
02
SETUP FIELD SECURITY ROLES
Identify specific attributes that can be seen/updated by specific
teams/users only.
03
SECURITY IMPLEMENTATION
SET UP MULTI-FORMS
Controls what information that user can update on a form04
ASSIGN THE ROLES
Assign the user to a Business Unit, Security Role and Field
Security Profiles
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TEST, RINSE AND REPEAT
Log in with different users to test, tweak and repeat06

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HR
Rep
[Bill]
HR
Manager
[Grace]
Hiring Manager
[Sally]
Add Job
Application
Yes No No
Read Job
Applications
All All Only within the
Department
Approve to Offer No Yes Yes
Approve to Hire No Yes No
Reject No Yes Yes
Can Import Job
Applications
Yes No No
Can Customize No No No
Can create and
publish
workflows?
No Yes No
CXO Levels
HR Rep
[Bill]
HR Manager
[Grace]
Dept. 1
Director
Dept. 1
Hiring
Manager
[Sally]
Dept. 2
Director
Dept. 2
Hiring
Manager
Dept. 2
Hiring
Manager
What entities can users see?
What entities can users update?
This example is a simplistic version of a security matrix
S e c u r i t y M a t r i x
What are the organizational areas of the
business that users are associated with?
W h o a r e t h e u s e r s ?
01 UNDERSTAND REQUIREMENTS

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• Users are assigned to a Business Units.
• Indirectly, records owned by users are
also owned by the Business Unit
B u s i n e s s U n i t s
02 BUSINESS UNITS
The Org
Dept. 2
z
IT
Human
Resources
[Bill]
[Grace]
Operations
Dept. 1
[Sally]
Marketing

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What entities can they see and/or update.
S e c u r i t y R o l e – w h a t i s i t ?
02 SECURITY ROLES
E x a m p l e : H i r i n g M a n a g e r
Entity
Create Read Write Delete Append Append To Assign Share
Contact No
[None]
All
[Organization]
Yes No All All No No
Activities All All If owner
[User]
No All All In Dept In Dept
Job Posting No Yes No No All All No No
Job Application No Yes In Dept and subordinate
[Parent: Child Business Units]
No All In Dept In Dept Yes

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Controls entities the user can see and update
…
AND which parts of the organizations date they can see and update
S e c u r i t y R o l e s a n d B u s i n e s s U n i t s
02 USER SETUP
E x a m p l e : S a l l y c a n o n l y s e e / u p d a t e J o b A p p l i c a t i o n s i n D e p t . 1

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SECURITY Exercise 1
Security implementation

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• Identify specific attributes that can be seen/updated by specific teams/users only.
• Users see data as asterisks (***) if no field security profile is assigned to them
Consider our scenario
• Only the Hiring Manager can click on Approval to Offer.
F i e l d S e c u r i t y
03 FIELD SECURITY ROLE
How do we do implement?
• Customization – the attribute is marked with Field Security enabled.
• User requires a Field Security Profile to create/view/update

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SECURITY Exercise 2
Field Security

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• Ensure users update only information that is part of their business process
• Enhance the user experience
Consider our scenario
• The Hiring Manager has a different business process
• Only the Hiring Manager will enter the following information:
M u l t i - f o r m s
04 Multi-Forms
How do we do implement?
• Customization
• Job Application form design for the Hiring Manger
• Enable the security role on the form
You may be asking – why are we not using Field Security here?
• Use Field Security for sensitive information (Date of birth, Salary, etc.) or approval flags
• We could have used Multi-form for the approval scenario

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SECURITY Exercise 3
Multi-Form

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More on Security Roles
Types of security roles and other CRM impacts such as dashboards,
reporting, business process flows, customization, setup
02
Access Hierarchy/Positions
Introduced in 2015, an additional layer that allows
access based on manager and position hierarchy
03
Access teams
Introduced in 2013, provides a method to set up access teams.
Uses the ‘Sharing’ functionality
04
Other Security Topics
Record Ownership (Assign / Share)
Controls what information that user can update on a form01

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01 Record Ownership
• Every record has an owner
• An owner can be a User or a Team
• The current User is the Owner of a new record when added
• Unless workflows, mapping or other implementation overrides
• Security Role Privileges determine who can reassign a record
• Security Roles and Business Units use the Owner of a record to
derive who can see/update
Remember this business rule?
Sally can only see and update Job Application in her Department?
This rule is true when:
Job Application is assigned to someone in Dept. 1

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02 More on Security Roles
Security Roles also defines access to:
• Dashboards
• Business Process Flows
• Reports
• Charts
• Customization
• Importing
• .. And many more …

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03 Access Hierarchy/Positions
Introduced in 2015, an additional layer that allows access
based on
• manager or,
• position hierarchy

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04 Access Teams
Introduced in 2013, provides a method to set up access
teams.
• Uses the ‘Sharing’ functionality in the background
• Useful for automating using SDK

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Tr o u b l e s h o o t i n g

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Let’s make it break, and then fix it!

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Questions?

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EVALUATIONS
P L E A S E T A K E 5 M I N S T O
C O M P L E T E A S E S S I O N
E V A L U A T I O N .
WIN ME!
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take home a Ecobee
Smart Wi-Fi
Thermostat

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THANK YOU FOR LISTENING