What are Workflows?

A Workflow is a set of tasks which are necessary to complete a bigger task, involving the definition, execution, and forwarding of the task amongst users for action, according to a set of Workflow rules. Workflow Rules support business workflows and automate tasks required to complete business processes, triggering System actions provided certain events or conditions occur. Workflow rules can be set up for the following modules:

Activities
Service Requests
Jobs
Subscriptions
Reward Offers AVAILABLE FROM CRM.COM R11.0.0

Workflows Glossary

Term	Description
Workflow Rules	Workflow Rules are used to apply actions on specific entities, triggered by specific events, provided the conditions are fulfilled. Actions can vary from a simple field update to a communication sent to the Users assigned an Activity, or the creation of an Approval Request. Events can be the creation or modification of a new entry (i.e. a new Activity). Conditions are set for the events and can vary, from the User that makes an update to the specific value of a field.
Alerts	Alertsare used to communicate information to CRM.COM Users, either through email orSMS,and can be automatically triggered when certain events occur in the System.
Alert Tags	Dynamic information that can be used, within the alert subject or content, to dynamically generate information, based on data kept on the communicated entry.
Webhooks	Webhooksare used to pass information to third party systems that are not integrated with CRM.COM.
Secret Key	A module used to generate keys and register them to specific URL endpoints. The keys are used by Webhooks to generate a code used by third party systems to authenticate the received data.
Approvals	Approvalsare a mechanism used to control the creation and update of entries in the System by requesting approval from specific Users before granting access for further editing.
Status Transitions	Status Transition defines how the Status of an entity can be changed, depending on its initial value, its Type, and the user or unit modifying the Status.

Workflows Key Processes and Concepts

Processes / Concept	Description
Automatically Scheduling Activities	Activities can be automatically scheduled when other events such as the creation of a new Subscription, Job or Service Request occur in the System.
Automatic Communication of Newly Assigned Tasks to Users via Email or Sms	Alerts communicate certain System events to the appropriate users. Whenever a new Activity is scheduled for a new Subscription, an alert can be set up so that the new task is communicated to a specific user, or to all users of a specific department. Alerts can be configured for: Activities Service Requests Jobs Subscriptions Reward Offers AVAILABLE FROM CRM.COM R11.0.0 Alerts can be configured to be triggered automatically through Workflow Rules.
Third Party System Updates through Webhooks	Webhooks offer the option to create an HTTP POST as a response to a CRM.COM event.Web hookscan be used with third party systems without CRM.COM integration. Webhooks can be configured for: Activities Service Requests Jobs Subscriptions Webhooks can be configured to be triggered automatically through Workflow Rules.
Controlling Status Change	The transition of the Status in Activities, Jobs and Service Requests can be forced to follow a logical sequence rather than jumping between Statuses.
Approval of Entries Before Further Processing	The processing of newly created or modified entries can be controlled through the addition of Approval Requests. While unhandled Approval Requests exist on an entry, further processing is not allowed. The permission to approve the requests can be granted to specific Users or Users belonging to particular Units, which are predefined through the Approval Definitions. Approval Requests can be configured for: Activities Service Requests Jobs Subscriptions Reward Offers AVAILABLE FROM CRM.COM R11.0.0 Approval Request can be configured to be triggered automatically through Workflow Rules.

Workflows Access & Viewing Controls

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

Entity	Network Characteristics	Description
Approval Requests	Global Viewing Entities	Approval Requests have no access restrictions. They can be viewed and selected by all users.
Alerts	Global Viewing Entities	Alerts have no access restrictions. They can be viewed and selected by all users.
Webhooks	Global Viewing Entities	Webhooks have no access restrictions. They can be viewed and selected by all users.

Workflows Related Modules

Entity	Interaction of Workflows with the Entity
Jobs	Set up Alerts to automatically communicate new assigned Jobs to Users. Set Webhooks related to Jobs to be automatically triggered. Set Approval Requests to be automatically created when new or existing Jobs are updated. Set Workflow Rules for Jobs to support your business Workflows. Automatically schedule Activities for Jobs.
Service Requests	Set up Alerts to automatically communicate new assigned Service Requests to Users. Set Webhooks related to Service Requests to be automatically triggered. Set Approval Requests to be automatically created when new or existing Service Requests are updated. Set Workflow Rules for Service Requests to support business Workflows. Automatically schedule Activities for Service Requests.
Activities	Set up Alerts to automatically communicate new assigned Activities to Users. Set Webhooks related to Activities to be automatically triggered Set Approval Requests to be automatically created when new or existing Activities are updated. Set Workflow Rules for Activities to support business Workflows
Subscriptions	Set up Alerts to automatically communicate new assigned Subscriptions to Users. Set Webhooks related to Subscriptions to be automatically triggered. Set Approval Requests to be automatically created when new or existing Subscriptions are updated. Set Workflow Rules for Subscriptions to support business Workflows. Automatically schedule Activities for Subscriptions.
Security Keys	Used by webhooks in order generate a code used by third party systems to authenticate the received data.
Reward Offers AVAILABLE FROM CRM.COM R11.0.0	Set up Alerts to automatically communicate newly created Reward Offers. Set Approval Requests to be automatically created when new existing Reward Offers are updated. Set Workflow Rules for Reward Offers to support business Workflows.

Workflows - Business Examples

The following section provides business examples of how CRM.COM Workflows module is used.

Company ZX - New Subscription Order Workflow

New Subscription Order

Business Requirement

Company ZX follows the Business Workflow below when a new customer calls in the Call Centre to request a new Subscription.

The Customer Calls in.
The agent registers the order through a Job
The Job must then be accepted by the Sales Manager to progress (It is possible that Job may not be accepted)
Once the Job is accepted by the Sales ManageranInstaller must visit the customer's location and make the Installation.
Once the Installation is completed the installer activates the Subscription through his mobile phone.

CRM.COM Solution

Requirement	Solution	Required Configuration
The agent will register the order.	A Job of Type New Subscription should be registered in the System.	A Job Type with Fulfillment Scope New Subscription must be present in the System.
The order must be then accepted by the Sales Manager and progress.	The Sales Manager will have to approve the Approval Request created for the Job. Once the Approval Request is accepted the manager should set the Job Status to 'In Progress'. If the Approval Request is not accepted it is rejected and the Job Status set to 'Cancelled'.	An Approval Definition for Jobs must be configured with a Number of Requested Approvals set to '1' and the Sales Manager User set as the Authorised User. A Workflow Rule must be configured for Jobs so that the Approval Definition is triggered every time a Job of Type New Subscription is created.
Once the Job is accepted by the Sales Manager, an Installer must visit the customer's house and make the Installation.	Once the Job's Status is set to 'In Progress' then the System should schedule an Activity of Type New Installation. The installer responsible for covering the location of the Subscriber is sent an email informing of the new installation required.	An Activity Type Installation must be configured. Automatic Collaboration Rule must be configured, to assign Activities to Installers / Users based on the location of the Contact Information. A Workflow Rule must be configured for Jobs so that every time a Job of Type New Subscription is updated and the Life Cycle State is changed to 'In Progress' an Activity of Type Installation is created. An Alert Definition must be configured for Activites, which emails an alert to the "Assigned to User" that a new Installation task has been scheduled, containing information related to the Contact Information / Subscriber. A Workflow Rule must be configured for Activities, so that every time an Activity of Type Installation is created the Alert Definition is triggered.
Once the Installation is completed the installer activates the Subscription through his mobile phone.	An SMS will be sent to CRM.COM that will trigger the closing of the Activity and the Job. Once the Status of the Job is 'Closed' the System will automatically activate the Subscription.	Integration using CRM.COM WEB APIs is required in order to update the Status of the Activity and the Job.

Related Areas

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Working with Status Transitions
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Managing Activities Approval Requests
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Managing Jobs Approval Requests
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Managing Approval Requests from the Entity Page
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Managing Subscriptions Approval Requests
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Configuring Approval Definitions
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Configuring Workflow Rules
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Configuring Webhook Definitions
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Understanding Workflows
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Using Alert Tags
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Configuring Alert Definitions

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