Adding, Editing, or Copying a CRM Workflow Step

The CRM Workflow Steps tab displays the sequence of sequential steps forming a CRM Workflow. Use this view to add, edit, or copy a CRM Workflow step.

To open the Workflow Step details dialog box

On the Navigation bar, click Integration.
Click Integrations, in the list view, click CRM Workflow.
Click the Workflows tab, click the Workflow Name to open the CRM Workflow Definition detail view.
Click the Steps tab.
Do one of the following:
- Click the Add () icon to add a new step.
- Click Edit next to the step you want to view or edit.
- Click Copy next to the step you want to copy.
Complete or edit the following information:
- Name: Specify a unique workflow step name.
- Description: Specify a brief description of the step’s purpose.
- Action: Displays the type of CRM Workflow step action.
  - Notify – Publish an automated email notification.
  - Approval- Publish an approval notification email and capture the corresponding user approval and/or disapproval responses.
- Move and Step: Optionally change the location of the current step in the workflow sequence.
1. Next to Move, click the drop-down arrow and select one of the following:
  - Before: Move the current step before the selected step.
  - After: Move the current step after the selected step.
2. Click the Step drop-down arrow and select the step to occur before or after the current step.
  The location of the current step in the workflow sequence is updated upon clicking the OK button.
- Active: Specify if the step is active. This controls if the step is executed as part of the workflow process.
- Condition: Displays the step level conditional statement that controls the execution of the workflow step presented in a summary format.
  
  For example, Account Name Contains ab
  - To edit, click the Edit Condition button. Specify one or more conditional expressions based on dynamic CRM Workflow related content. Click OK to accept the updated condition expression.
  - Conditional statements always compare the content specified by a CRM property token with a constant value.
  - CRM Workflow step is skipped if the specified CRM content does not meet all of the conditional requirements.
Use the Template tab to define the notification email subject and content.
- Subject Specify the email notification subject.
  
  Use the @-mention user interface to include dynamic CRM content in the subject content. Type the ‘@’ character followed by a portion of the desired token content.
  
  Note: To prevent the @-mention user interface from displaying when adding an email address, the @-mention user interface will not display if the ‘@’ character is preceded by an alpha or numeric character without a space.
  
  Examples:
  
  Typing ‘name@’ can not display the @-mention user interface
  
  Typing ‘name @ displays the @-mention user interface
- Template editor:
  - Use the @mention user interface to select a token from the popup listing to include dynamic CRM content in the notification message content. Type the ‘@’ character followed by a portion of the desired token content.
    Note: To prevent the @-mention user interface from displaying when adding an email address, the @-mention user interface can not display if the ‘@’ character is preceded by an alpha or numeric character without a space.
    
    Examples:
    Typing ‘name@’ can not display the @-mention user interface
    Typing ‘name @ displays the @-mention user interface
  - Formatted text content of the email template includes:
    - Bold, italic, and/or underlined content
    - Numbered and/or bulleted lists
    - Multiple font sizes supporting heading levels of 1 through 6, along with the normal paragraph font size
    - Font color and background color selections
    - Standard browser fonts of Sans Serif and Serif
    - Left, right, and center text alignment
  - Use the ‘Tx’ icon to clear all formatting from the selected text
Use the Recipients tab to define the recipient distribution lists for the notification email.
- To: Use the @mention user interface to include CRM Teams, Departments, users, and/or referenced email addresses in the notification distribution list in addition to literal email addresses . Multiple addresses must be separated by semicolons.
- Cc: Use the @mention user interface to include CRM Teams, Departments, users, and/or referenced email addresses in the notification distribution list in addition to literal email addresses. Multiple addresses must be separated by semicolons.
- Bcc: Use the @mention user interface to include CRM Teams, Departments, users, referenced email addresses, or literal fixed email addresses in the notification distribution list. Multiple addresses must be separated by semicolons.
- Use the Recipients tab of approval steps to define the approval criteria and distribution lists.
  - CRM Approvers: Use the @mention user interface to include CRM Teams, Departments, or users in the set of CRM Workflow approvers.
  - CRM Observers: Use the @mention user interface to include CRM Teams, Departments, or users in the set of CRM Workflow observers.
  - Required to approve:
    - Select Percentage of approvers to specify the step approval requirements in terms of a minimal percentage of the CRM Approvers required to approve the step.
    - Select Number of Approvers to specify the step approval requirements in terms of a fixed minimal number of CRM Users required to approve the step.
  - Days to expire: Specify the escalation timeout period in days for the approval step.
    - Expired approval steps result in an approval status of “Expired”. Use the @mention value of @$ApprovalStatus Equals “Expired”, “Approved” or “Disapproved” to control the execution path of subsequent workflow steps.
Click OK.