Workflows allow you to design and customize the CRM process to meet your specific business needs. You can breakdown your business processes into steps/stages and define specific tasks and emails to go out corresponding to each stage. You can complete the tasks to advance to the next stage or automate the process. This allow CRM users to automatically know the “To Do’s” for a specific stage minimizing the need for training. It helps to standardize successful processes in your business and optimize poorly performing processes to be successful in the long run.
For this article we will show how to create a Accounts workflow.
How to create a workflow ?
- Click on Workflow under Settings.
- Under list view click on Accounts workflow.
3. The next screen shows where you can customize your workflow.
- Table : The table for which you are setting up the workflow in this case Accounts. ( you cannot edit this field when you are editing an existing workflow, you can select a field when you are creating a new workflow)
- Name: You can change the name field to what suits your business better.
- Status: Set the status as Active. Inactive workflow will not be used by the system.
- Stages: Stages are the different phases of your sales process.
- You can add stages as needed by clicking on the icon.
- You can also move your stages back and forth to fit your workflow by dragging and dropping.
- Each stage can be edited by clicking on the pencil icon .
- You can remove any stage by clicking on the icon.
4. For every stage you can add several tasks, emails and Escalation, these are the different steps within a stage that you need to complete to move to the next stage. Click on the —Add— dropdown to select from the list.
Add a Task
- Select new task from the —Add— drop-down list.
- Fill in Task details:
- Task Name : Add a task name, which reflects the task you need to complete. Such as Follow up, call customer etc.
- Owner: Select owner from the drop down list, the owner is responsible to complete the task.
- Due By: the number of days or hours within which the task has to be completed.
- After: Due date is related to After. That is the due by is counted when the after criteria is fulfilled. There are several options to select from:
- Created date: The due by days or hours are counted after the create date of the task.
- Current date: The due by days or hours are counted after today’s date.
- Previous task is Created : The due by days or hours are counted after the previous task was created. ( if there is a previous task)
- Previous Task is Completed: The due by days or hours are counted after the previous task is completed.( if there is a previous task)
- Previous Email is Sent: The due by days or hours are counted after the previous email has been sent out. ( if there is a previous email)
3. Click on Add to Add the task to the list or cancel if you don’t want to add the task.
Add a Email
- Select New Email from the —Add— drop-down list.
- Fill in New Email details:
- Subject : Add a subject line to your email then click on the personalize dropdown to add Accounts first name to the subject line as shown in the image above.
- Select a template: You can create an email in Sales template and set it up to go out as a part of the workflow. Select the sales template from the dropdown list.
- Send : Number of days after which the email will be sent out.
- Days After: Send is related to days after. That is the send days will be counted when days after criteria is fulfilled.
- Created Date: Send days are counted after the create date of the email step in the workflow.
- Current Date: Send days are counted after today’s date.
- Previous Task is Completed: Send days are counted after the previous task is completed in the workflow.( if there is a previous task)
- Use the edit toolbar to make change to the email template.
3. Click on Save to add the email to the workflow or cancel if you don’t want to add it.
Add a Escalation
- Select Escalate from the —Add— drop-down list.
- Fill in Task details:
- If not converted within : Add number of days.
- Days After: Add after criteria:
- Created Date: Escalate If not converted within certain number of days after adding escalation to workflow.
- Current Date: Escalate If not converted within certain number of days after today’s date.
- Notify: Send out a notification email to the selected people to let them know about the escalation.
- Re-assign to: Select from the dropdown list whom you want to re-assign to.
3. Click on Add to Add the Escalation to the workflow or cancel if you don’t want to add it.
How to Edit Delete or Copy Tasks, Emails and Escalation within a workflow?
You can move each Task, Email or Escalation up and down to fit your workflow by dragging and dropping.
- Click on the pencil icon beside each task, email or escalation to edit it.
- Click on the icon to delete
- Click on icon to create a copy of an existing task, email or escalation.
4. Once the tasks, email and escalations are created you will find two new options
- Manually: When Manually radio button is selected, you have to manually change your accounts from one stage to the next once all the tasks are completed.
- Automatically once all the task are done: The system will automatically move the account from one stage to the next once all the tasks are completed.
5. Once you have your workflow set up, click the Save button.
Where does the workflow show Up?
You can see the workflow reflected in the detail view of an Account. The top bar shows all the stages in the workflow. The current stage is marked in dark blue, All the tasks from the current stage shows up under Tasks and Appointments.