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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.

WebhooksUsing Webhooks you are given the option to create an HTTP POST as a response to an event that happens. You can use webhooks along 3rd party systems without the need of integration to CRM.COM
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 to specific status following a logical sequence, rather than jumping between statuses.
ApprovalsApprovals allow you to protect data from being updated by adding Approval requests required from specific users or units. In this way you have the option to control the updating of newly created entities, or updating existing entities.
Automatically Scheduling ActivitiesSystem allows activities/tasks to be automatically created when specific events take place in the system, given that certain conditions are met.

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

Approval Requests

Alerts
Webhooks

 

Workflows  Related Modules

Interaction EntityHow
Jobs
  • Set up Status Transitions
  • Set Alerts
  • Set Webhooks
  • Set Approval Requests
  • Set Workflow Rules
Service Requests
  • Set up Status Transitions
  • Set Alerts
  • Set Webhooks
  • Set Approval Requests
  • Set Workflow Rules
Activities
  • Set up Status Transitions
  • Set Alerts
  • Set Webhooks
  • Set Approval Requests
  • Set Workflow Rules
Subscriptions
  • Set up Status Transitions
  • Set Alerts
  • Set Webhooks
  • Set Approval Requests
  • Set Workflow Rules
Security Keys
  • Used in Webhook definitions

 

Workflows  - Business Examples

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

Alert Installers when a new Installation Activity is created

Informing Installers of new installations

Business Requirement

Company ZX would like to inform its installers via email, every time a new installation activity is created based on the area that they are responsible for. There are exists Installation departments in 2 areas, North and South London. The first installer available is then responsible for completing the task

 

CRM.COM Solution

  • Configuration
    • Units will be created for every area office
      • North London
      • South London
    • Users will be created for each Installer with the respective Unit
    • Alert Definition will be created with the following characteristics
      • Settings
        • Type: Email
        • Entity: Activity
        • Subject: New Installation
        • Content: Use Activity Alert Tags to set up the content of the email to be sent
      • Recipients:
        • Alert All Users of Assigned to Unit
    • Workflow Rules
      • Settings
        • Entity: Activity
        • Applicable on Entity Type: Installation Activity
      • Triggers
        • On Create
      • Actions
        • Send Alerts
          • The Alert Definition as explained above
  • User Process
    • When a new Activity of type Installation Activity is created must be assigned to the respective Unit
      • North
      • South
    • All Installers will receive an email with the new Installation
    • The first available installer will access the Activity and Accept it in order to assign to himself.

 

More Information on Alert Definitions, Workflow Rules and Activities can be found at:

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