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The Basics of Workflows in Dynamics CRM

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Introductions• Nicole Anderson, Principal

Consultant, NEA & Associates

• Jen Ehmcke, Developer, Wipfli

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Workflows 101• As a new CRM Administrator, this how-to demonstration

session is all about Workflows 101. Understanding what they are, how to create, maintain, and leverage Dynamics CRM workflows is a great first step in diving into your automation prowess.

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Out of the box Automation in CRM• Traditional Workflows execute predefined processes in the background

as system resources become available

• Real-time Workflows execute predefined processes immediately, regardless of system resource availability (See it!)

• Dialogs prompt Users for information to use in processes (like traditional workflows) that run in the background

• Business Rules determine immediate form behavior

• Business Process Flows guide users through stages necessary to complete a process

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Turn Documented Business Process into Reality!

Steps to Create a Background Workflow – 1 of 2• Navigate in CRM to

Settings, Processes (or Settings, Customizations, Solutions)

• Click New.• Specify parameters

(Process Name, Category, Entity, etc.)

• Click OK.

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Steps to Create a Background Workflow – 2 of 2• Specify additional

parameters• Define steps

(logic and actions)• Activate!• Test scenarios• Deactivate to edit

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Triggers for Background Workflows (i.e. “Start when…”)• May start when . . .

• A record is Created (i.e. after first successful SAVE)• A record’s Status Changes (Active/Inactive)• A record is Assigned• A field(s) on a record is Updated (i.e. after that update is SAVED)• A record is Deleted

• May run as a “child” process triggered by a step in another workflow.

• May run “on-demand” when User chooses to run it from the menu.

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Scope• Defines who can trigger or manually run the Workflow

• User – Only Owner of the workflow

• Business Unit – Any User in the Owner’s Business Unit . . .

• Parent/Child Business Unit – Any User in the Owner’s Business Unit or a Child Business Unit . . .

• Organization – Any User in the Organization . . .

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Workflow Actions on a Record• Create a record of the same or different record type• Update the selected record or a related record• Assign the selected record or a related record• Change the status of the selected record or a related record

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Security• Administrators control who can create, edit, run workflows• Security permissions govern Workflow actions on records

• On-demand – When a User manually starts a workflow, it runs using security permissions of the User

• Other triggers – When a workflow starts automatically, it runsusing security permissions of the Workflow’s Owner

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Reviewing / Monitoring Workflows• Monitor Workflow for a Record

• Processes – Background Processes

• Monitor all Workflows via System Jobs • Settings – Administration – System Jobs

• Tip – Create an “Administrator Dashboard” with component(s) for System Jobs, especially those that have failed!

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Real-time Workflows (Key Differences)• Take action before or after trigger (i.e. before/after record is

created, deleted, etc.)• See results immediately upon saving• Show actual User who ran or triggered the workflow

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Final Words of Advice• Document scenarios (workflow diagrams) and Test thoroughly!• Keep it simple; build and test in small chunks• Use STOP action when your conditions don’t apply• Use the text boxes within the workflow and the Description

field on the Administration tab to track changes• Be careful when deploying Processes from one environment to

another• Ownership issues.• Lookup values…i.e. if User is Matt Gelb…

Thank You!• For more information on becoming a CRMUG Member visit

www.crmug.com.• CRMUG Members benefit from user-led and produced training on

Microsoft Dynamics CRM. In addition, Membership includes valuable networking and collaboration opportunities both virtually and in-person.

“The CRMUG community is always so helpful and the webinar selection and <educational> content is outstanding. But, the best part of CRMUG is Summit <www.crmugsummit.com>! I walk away with more information, every time, than I can even take in.” Rachel Winfree, CRMUG Member

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