Microsoft Dynamics® CRM Training
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Today we're going to learn about the basic steps of building a workflow process in Microsoft Dynamics CRM Online 2011. It's important to note that this task requires a System Administrator security role or an equivalent permission.
The workflow we're going to build today is one that will be able to help us route leads. Basically what we want this workflow to do is analyze where incoming leads are coming from, then send them to the proper sales representatives for follow up.
We start by clicking on the Settings module in the lower left-hand corner, then click on Processes in the left navigation pane (in the Process Center group). Then we'll select New to create our new process.
(The Process: New window opens. Processes were added in CRM Online 2011, superseding Workflows in version 4.0. Processes now include Workflows and Dialogs. Dialogs were added in version 2011 as well. In this video we cover the type of Process called Workflow.)
Let's name it "Lead Assignment" (type it into the required Name field). Then we'll associate it to the Lead entity. (Use the drop-down menu in the required Entity field to choose Lead.) Next we'll make it a workflow, as opposed to a dialog. (Choose Workflow in the required Category field's drop-down list.) Click OK. (The window refreshes, showing the new name "Process: Lead Assignment".)
We're then given a number of options regarding our workflow. First, let's make this one available to run as an on-demand process so we can test it whenever we want. (Under Available to Run, click the box next to As an on-demand process.)
But we also need to decide when this workflow will start, or what will trigger this workflow to begin on its own. (Under Options for Automatic Processes, select Organization in the drop-down list for the Scope field.) As you can see, we are given a number of options, but for our purposes, let's select Record fields change since we want our rule to trigger by a lead source change or assignment. (After checking the box next to Record fields change, click the Select button to choose which field or fields, when changed, will cause the workflow to start. The Select Fields window opens showing the list of fields of the Lead entity.) We scroll down and select Lead Source. Click OK.
Now we can add some conditional branches. It's important to understand that a workflow operates in a linear fashion. So we'll design this workflow step by step.
First, we'll click Add Step. The drop-down menu immediately opens, listing the available step types. We'll choose Check Condition since we want this step to check the condition of the Lead Source field of the Lead entity.
We'll give this step the description "Lead = Trade Show" signifying a lead brought in by a trade show.
After we're done labeling, we set up the condition for this step by clicking the link below the description box. The link text is "
Next, we'll create a step for the action to be performed when the condition in the previous step is met. Now we'll assign this Lead to a user. What ‘s new to CRM Online this year is the ability to assign Lead records to teams, not just users. But for this example, we will assign this to a user. We must highlight the step in which the assignment will take place, make sure it is highlighted in blue, and then we click Add Step.
(The drop-down opens again so we can choose the step type.) We then select Assign Record. We can then enter a description. Then, we can search for our user by selecting the search button. (The Look Up Record window opens.) We'll choose the user we want to assign these leads to and then click OK.
And there you have it. We've designed a workflow that automatically assigns incoming leads from a trade show to a user that we have specified. As you can see there are many options to explore when creating a workflow, so it is important to familiarize yourself with the process and repeatedly test your workflows before diving right in.
Thanks for watching.