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Entering data, identifying problems, and moving work through business processes can take time away from more important activities, like building relationships with your customers.
In Microsoft Dynamics CRM, you can use workflows to get back to those important activities faster, while ensuring a more consistent experience for your customers.
You don't need to be a developer to create a workflow. Simple workflows that perform one or two actions are quick to create and make using CRM easier.
More complex workflows can cover an end-to-end sales process or case management program.
Use workflows to personalize CRM for yourself, tailor it your team's needs, or even improve the consistency of business processes across your organization.
In CRM, records store your data, from information about customers and interactions you've had with them, to details about your organization's products and services.
Workflows can automatically perform actions when something happens, such as the creation of a new case, or help to identify problems by taking action when something doesn't happen, such as a lack of activity on a lead after six months.
You can also apply workflows on demand to an individual record or group of records.
With a little planning, creating your first workflow is easy.
Think of the workflow designer as a series of questions.
Whose records do you want the workflow to touch? The records your workflow can interact with depend on the permissions you have. Should the workflow touch only your records? The records for your team? Or the records for everyone in your organization?
What types of records do you want the workflow to interact with? Activities? Opportunities? Cases?
When do you want the workflow to start? Whenever a new case is created? Two days after every opportunity is created? Or only when you choose to apply the workflow yourself?
What logic and actions do you want the workflow to follow? For example, if the lead's rating changes to "Hot", then send an e-mail with those details to the Sales Manager.
After you publish the workflow, see how it's doing. You can check workflow jobs from the main workflow.
Or, check workflow jobs from individual records.
If a workflow is stuck, and you need to move it along more quickly, you can also finish workflow steps without leaving the workflow.
See the effect your workflow is having by running reports.
For example, the Sales Pipeline report displays the stage of a sales process workflow that opportunities are currently in.
By using workflows in Microsoft Dynamics CRM, you free up time to do more important things, while making sure your customers have a consistent experience with your organization.
