What are CRM Workflows?

The CRM Workflow functionality is used to define and execute workflows in the application. These workflows provide the ability to automate multi step and complex processes. A configurable workflow trigger mechanism is used to launch the workflows based on changes to CRM data, insertion of a record, schedule, date based triggers, or the ability to manually trigger a CRM workflow.

CRM workflows are applicable for CRM entities for example Account, Contact, Lead, Opportunity, Quote, Sales Order, Invoice, and Ticket. The administrator can enable additional CRM entities by selecting the Can Workflow check box when modifying an entity on the Entity Manager page or the Expose to workflow check box when modifying fields assigned to an entity property in Application Architect. For detailed steps, see Modifying an entity or Exposing Entities, Properties, and Relationships to CRM Workflows topic in the Application Architect Help.

CRM Workflows can include these actions:

• Approve: To send approval notifications. This action also tracks approval and disapproval notifications. This step is completed only after the requirements are fulfilled by administrator.
• Branch: To represent two simultaneous paths through the workflow.
• Business Rule: To execute a business rule action that is defined by the administrator.
• Create Activity: To schedule an activity defined by the administrator. The activity is displayed from the Calendar, Activities list view, and Activities tab for the selected records defined by the administrator.
• Create Entity: To create a new record defined by the administrator.
• Create History: To create a history record defined by the administrator. The history record is displayed from the History list view, and Notes/History tab for the selected records defined by the administrator.
• Mail Merge: To perform a mail merge as defined by the administrator. The mail merge can be output to an email or a file. If the mail merge is an output to file, and the administrator selected the Attach merged document to email and send option, the document it is attached to an email and sent. The administrator also selects the standard mail merge options for the attachments, history and follow-up activities.
• Run Report: To run a report defined by the administrator. The report is attached to the record where the CRM workflow is run and displayed in the Reports list view, and History tab. The report can also be sent as an attachment to an email, if the administrator selects and defines that option.
• Send Email: To send an email notification defined by the administrator. The administrator defines the email content and the recipients. Recipients can be:
  • An email address
  • Users
  • Teams
  • Departments
• Start Workflow: To start another CRM workflow defined by the administrator.
• Stop Workflow: To stop the CRM workflow.
• Test Condition: To determine the next step in a workflow based on criteria specified by the administrator.
• Update Entity: To update a record defined by the administrator.