Chapter 12. Workflow

In this chapter

Workflow Manager

Workflow Actions

Workflow Conditions

Creating a Sales Process

Workflow Monitor

Workflow Security Settings

Use Case Corner—Automating Business Processes Through the Microsoft CRM Workflow Monitor

Summary

Power users of CRM systems are well aware that workflow is a large part of the value of CRM. Because workflow differs significantly even between companies in the same business, having a way to automate workflow can create tremendous efficiencies.

In this text, the term workflow refers to the automation of routine processes. Examples of workflow include

• Routing of a service case to a particular individual or queue based on the priority or status of the case

• Automatic creation and assignment of standard sales process tasks upon identification of a new sales opportunity

• Automated email of order details to the accounting department upon customer acceptance of a sales order

Microsoft CRM enables the creation of workflow through a client-server application called Workflow Manger. Microsoft CRM provides the capability to monitor the activity of these workflow rules through a tool called Workflow Monitor. Both of these tools reside on the Microsoft CRM server and are installed as part of the Microsoft CRM server installation.