During planning, business managers should:
To use the workflow feature, you build rules. For each rule, you define the trigger and the resulting action. Rules can be triggered when a record changes state (open to closed, active to inactive), when a record is created, when a record is assigned, or manually.
The following scenarios are examples of how to automate a business process by using workflow.
A workflow rule could determine the category of the case (shipping problem, product problem, or billing problem), and assign it to the appropriate queue. If a case stays in a queue for two days without a resolution, the rule could automatically assign the case to the manager. If after four days, the case is still not resolved, it might be routed to an escalation queue.
A workflow rule could notify your billing system whenever an invoice is created in Microsoft Dynamics CRM.
When the invoice status changes to Fully Shipped, the customer can be automatically notified of the shipment through e-mail, by using a predefined e-mail template.
After a lead is created, depending on the stage that the lead is identified at, different activities can be scheduled. For a stage 1 lead, an introductory e-mail letter can be automatically sent and an activity scheduled with a due date of one month for follow-up. For a stage 2 lead, an activity can be scheduled for a specific salesperson to call the lead and mail a product catalog. For a stage 3 or 4 lead, an activity is scheduled for a specific salesperson to fax promotions and collateral to the customer, with another task activity to follow up in a week.
After a case is resolved with customer satisfaction set to "dissatisfied," an activity can be automatically scheduled for a salesperson to call the customer. If the satisfaction is set to "very dissatisfied," an activity can be automatically scheduled for a manager to call the customer.
As you design your Microsoft Dynamics CRM system, the managers should review the reports for their areas to make sure that the reports will meet their needs. The Help includes a topic for the default reports in each area of Microsoft Dynamics CRM, with a link to a detailed topic that describes the business questions the report is designed to answer.
Development tasks for business managersDuring development, business managers should:
Deployment tasks for business managers During deployment, business managers should:
Post-deployment tasks for business managers
During post-deployment, also known as the operation phase in Microsoft Dynamics Sure Step, business managers should: