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Understanding Workflows

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What does this section cover?

What are Workflows ?

Workflow Rules govern the behavior of specific entities in the system and the way specific actions may be applied on these entities. The actions are triggered from specific events if certain conditions are fulfilled. Each Workflow Rule refers to a specific Entity.

The following entities may be added in workflow rules:

  • Activities
  • Service Requests
  • Jobs
  • Subscriptions

 

Workflows  Glossary

TermDescription
AlertsAlerts are used in order to communicate information to CRM.COM users, either through email or SMS. Each alert consist a content template (the text that will be send) and a list of recipients  that will receive the alert.
Alert TagsAlert tags are dynamic information, that can be used within the alert subject or alert content, in order to dynamically generate information based on data kept on the entity that is communicated through the alert
WebhooksWebhooks are used in order to pass information to third party systems, without being integrated with CRM.COM. Webhooks consist of the URL that will be used to send the information and a selection of the actual information that will be passed over
ApprovalsApprovals are used in order to block a specific record from being edited, unless it is approved by an authorised user. Each approval consist of a list of groups, units or users that are authorized to approve each entity and the number of required approvals.
Status TransitionsStatus Transitions define the allowed or disallowed transitions between statuses of a specific entity based on a set of conditions that include the initial and destination status value, the type of the entity and the user or unit who is performing the status transition.
Workflow RulesWorkflow Rules are used in order to apply actions on specific entities, triggered by specific events and considering that the specified conditions are fulfilled

Workflows  Key Processes and Concepts

Processes / ConceptDescription

Alerts

Alerts are a way of communicating to users certain events that occur in the system. For example whenever a new Installation request is created for a new subscription you can set up an alert so that the event will be communicated to a specific user , or to all users that belong to a specific department.

Webhooks 
Status TransitionsStatus Transitions allow you to protect the users from erroneously changing the status of entities, such as an activity a job or a service request. For example you can set it up in such a way that an activity for an installation can only be changed from its initial status which could
Approvals 
Automatically Scheduling ActivitiesSpecific tasks can be automatically

Workflows  Network Characteristics

Network Characteristics define the level of access for each record. i.e. Whether it will be available for selection, for viewing or editing e.t.c.

EntityNetwork Characteristics

 

EXAMPLE

Accounts Receivable Classifications 

 

Workflows  Related Modules

Interaction EntityHow
  
  
  

 

Workflows  - Business Examples

The following section provides business examples to help you understand how CRM.COM Workflows  module is used.

Title of the Business example

Provide a title for the business example. (Keep simple and short)

Business Requirement

Company ZX .......

 

CRM.COM Solution

...........

  • Configuration
  • User Process

 

More Information on Specific modules can be found at:

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