Workflows Native Salesforce.com Functionality

CloudTrigger

Sean Wolfman

Workflow overview

Cross Object Workflows

Workflow Settings

Workflow Rules

Pick Your Workflow Actions

Use Case 1- Lock Records via automated Record Type Changes and notify team member to review locked record

Use Case 2- Track time between critical Opportunity Stages

Use Case 3- Notify a Lead owner about an ignored Lead and move it to a queue if updates are not made.

Use Case 4 – Expense Approvals

Q & A

Agenda

Workflow Overview

Bring automation to your Salesforce! Workflows can do the following:

Email Alerts- to any user or contact

Task- can be created and assigned to a specified user

Field updates- update field values automatically

Outbound Message- send information about a record to an external service

Visual Workflow- walk users through a business process flow

Approval Processes- automate the approval process for things such as expenses, opportunities, etc..

Cross -object Workflow

Cross object field updates types:

Custom object to Custom object

Custom object to Standard object

Account, Asset, Campaign, Case,

Contact, Contract, Contract Line

Item, Entitlement, Opportunity, Order,

Question, Quote, Service Contract,

Solution

Standard object to Standard object

Case Comments updating Case,

Email updating Case, Opportunity

Product updating Opportunity,

Opportunity updating Account

Master-detail relationship must exist in order to do a Cross -object field update

Cross-object field updates now support cross object field updates for standard objects as of Spring ‘12

Workflow Settings

Go to Workflow & Approval Settings

Add Default Workflow User- required for Time based Workflows

Enable Email Approval Process- users can approve or reject approval request via email response

Workflow Rules

Workflow Rules allow you to decide the object associated to the rule, the Evaluation criteria, and the Rule criteria.

1. Pick your object- only 1 object per Workflow Rule

2. Name the Rule

3. Evaluation Category

4. Rule Criteria

5. Click Save and Next- this will take you to the Edit Rule page.

Pick Your Workflow Action/s

Now select a Workflow action

You can select many actions for one Workflow Rule

You can use both Immediate Workflow or Time-Dependent Workflow actions or a mix

Pick Your Workflow Action/s continued

Add your Actions and when complete then click Done. Now Activate the Workflow.

Use Case 1- Locking Records

Have you ever been looking for a way to lock a Salesforce record from being edited when a certain status or milestone is reached??

Are users making changes to an Opportunity after is it set to Close Won?

Are Cases being changed post resolution?

Are Contracts being altered after the deal is signed?

This use case will walk you through a simple and easy way to use Workflow to lock records from being edited except by those with the authorization to do so!

Use Case 1- Locking Records

Lock Records via Record Type changes with Field update.

Example- Lock Won Opportunities

Create a Open Opportunity Record Type and a Closed Opportunity Record Type

Create a Locked Page Layout and make all fields Read Only and remove the buttons. Also remove create buttons from Related List

Create a Locked Opportunity Sales Process with only Closed Won available.

Use Case 1 Continued

One Workflow with 2 Workflow Actions to update the record and to notify the

Deal Desk to review via a Task

Record is set to Locked Opp Record Type and Task

is created for Deal Desk

Use Case 2- Tracking Opportunity Stage Changes

Have you ever wanted a simple solution to see how much time the Sales Reps are spending on each Stage of the Sales Process?

Couldn’t you use this information to streamline your Sales Process so you can remove the roadblocks in front of the Sales Team? Perhaps the Approval Stage on deals is taking too long and hindering the closure

of Sales!

Would analyzing the average time spent on each step of the Lead qualification process be useful?

Maybe there are too many steps and one needs to be removed.

While Salesforce can provide some of this data for Opportunities via the Stage Duration report this simple Workflow solution will allow you to see average time spent per Stage. (or Lead Status) Not just the overall average across all of the Stages on Opportunities .

Use Case 2- Tracking Opportunity Stage Changes

Track the time between critical Sales Stages right on the Opportunity. Create reports to track average time between these stages across all Opportunities.

1. Added 3 Date/time fields to hold the time and date a critical stage was selected.

2. Added 3 Workflows to capture the date/time a critical stage is selected in the newly created Date/time fields

3. Added 2 formula fields to calculate the date/time difference between the stages changes.

4. Display all 5 fields on the page layout.

5. Created a report to calculate average time between the critical Stages across all Opportunity.

Use Case 2 Continued

1. Create Fields

2. Create Workflows

3. Add formula fields

4. Add fields to Page Layout

Use Case 2 Continued

5. Create report to show average time between critical stages

Use Case 3 – Notify User and Reassign Ignored Leads

Are Leads being claimed by some members of your team and then being ignored??

Are potential “Hot” Leads languishing away as an overburdened rep forgets about them??

Potential revenue can be slipping through your company’s fingers!!

This simple workflow solution will remind reps about the Leads they may have forgotten about plus automate the process of recycling those Leads that have been left behind to other team members.

Use Case 3 – Notify User and Reassign Ignored Leads

Automatically notify users they will lose Leads that have not been Contacted for 10 days. If the user update the Status at 12 days reassign the Lead to a queue.

1. Create a Workflow Rule on Leads with a Status of Open –Not Contacted

2. Add a time-based Workflow Action for 10 days after the trigger date to send them an email to note they need to update status in next two days or the lead will be reassigned.

3. Add a time-based Workflow Action for 12 after the trigger date to change the owner of Leads still in Open- Not Contacted Status to a queue.

4. Monitor your time-based workflows under Administration Setup, Monitoring, Time-Based Workflows.

Use Case 3 Continued

1. Create the Workflow Rule

2. Create 10 day email notification Workflow Action to Lead owner

3. Create 12 day field change Workflow Action to change the owner to the queue

4. Monitor Time-based Workflows in the monitoring queue.

Use Case 4 – Approve Expenses

Wouldn’t it be nice to automate your company’s Expense Approval process for easy tracking??

No more questions as to the status of the expense!!

Manage the flow of approvals for discounts on Opportunities based on the percentage of discount so that they automatically route to the proper approver!

No more forwarding approval request emails until it gets to the proper approver!!

Take control of all of your company’s approval processes with ease using Salesforce!

Use Case 4 – Approve Expenses

Approval are complex business processes that require information gathering and planning before implementing. It is recommended to follow the instructions below before getting started.

1. Read the Help Topic

2. View the Checklist

3. Create a custom user hierarchical relationship field

4. Create Email Templates

5. Create Approval Process using either the jump Start or Standard Wizard

6. Add Approval History Related List to all page layouts

7. Activate the process to deploy to your users

Use Case 4 – Approve Expenses continued

Use Case 4 Continued After you do your prep work on the previous slide it is time to set up an

Approval Process!!

1. Select the Jump Start Wizard (will automatically choose some setting for you: Jump Start Wizard) or the Standard Setup Wizard.

2. Name your process

3. Select Entry Criteria for records to Enter the approval process. (only expenses over $100

4. Select your Approver and Record Edit ability Properties

5. Select the Approver Notification Email Template.

Use Case 4 Continued

6. Select field to display on the Approval Page Layout

7. Select user who can submit an initial approval request

8. Now create your approval steps

Use Case 4 Continued 9. Specify Approval Step Criteria (such as amount over 101 and under 500 to

a particular approver)

10. Select Assigned Approver for this step

11. Now specify workflow actions associated to this step

12. Continue to enter steps and associated workflow actions if applicable

Use Case 4 Continued The completed Approval Process

Initial Submission locks the record and sets the Expense Approval Status

field to Submitted for Approval

1st approval step for $500 or less. If approved sends email

to submitter and sets Expense Approval Status to Approved

2nd approval step for greater than $500. Goes to different approver.

If approved the expense record remains locked to prevent edits. If denied it is

unlocked, an email of rejection goes to the submitter, and the Expense Approval Status

is set to Denied

Use Case 4 Continued

Click on View Diagram button to review your Approval Process with a user friendly flow diagram

Q & A

Questions??

Sean Wolfman Director of Services at CloudTrigger sean.wolfman@cloudtrigger.com

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