In this chapter
Workflow Manager
Workflow Actions
Workflow Conditions
Creating a Sales Process
Workflow Monitor
Workflow Security Settings
Use Case Corner—Automating Business Processes Through the Microsoft CRM Workflow Monitor
Summary
Power users of CRM systems are well aware that workflow is a large part of the value of CRM. Because workflow differs significantly even between companies in the same business, having a way to automate workflow can create tremendous efficiencies.
In this text, the term workflow refers to the automation of routine processes. Examples of workflow include
Routing of a service case to a particular individual or queue based on the priority or status of the case
Automatic creation and assignment of standard sales process tasks upon identification of a new sales opportunity
Automated email of order details to the accounting department upon customer acceptance of a sales order
Microsoft CRM enables the creation of workflow through a client-server application called Workflow Manger. Microsoft CRM provides the capability to monitor the activity of these workflow rules through a tool called Workflow Monitor. Both of these tools reside on the Microsoft CRM server and are installed as part of the Microsoft CRM server installation.
NOTEWorkflow is a feature available only in the professional versions of Microsoft CRM. If you are using a standard version of Microsoft CRM, the information in this chapter will not apply. |