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Change a business process

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what is a business process?

In Microsoft Dynamics CRM 2013, business processes help you and everyone on your team follow best practices by guiding you through consistent stages and steps for common tasks.

For example, your organization may want everyone to follow the same steps to qualify new sales leads or to resolve service cases.

Business processes help you do that.

Applies to: Microsoft Dynamics CRM Online Fall ’13 & Microsoft Dynamics CRM 2013

Note: You’ll need the Manager, Vice President, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions to do the tasks in this guide.

Not sure you have the right permissions? View your user profile

see your next steps – no guesswork!

You’ll see the process bar at the top of the screen when you work on certain types of records—for example, leads or opportunities.

The process bar shows you where a customer is in the process, and the next steps you need to take.

It’s your roadmap for getting things done.

Process bar

Want a short, visual guide that introduces business processes? Check out the eBook: Business Processes.

adapt a process to match your business

There are several business processes available for common customer interactions, with the stages and steps already mapped out for you.

But what if you need to change a business process to make it match the way your organization does things?

This guide shows you how.

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start with an example

The best way to learn how to adapt a business process is to start with an example.

In this guide, we’ll show you how to change the Lead to Opportunity Sales process to add a stage to create a proposal for a lead.

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go to the list of processes

On the nav bar, click or tap the Microsoft Dynamics CRM logo.

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2 Click or tap Settings,

3 and then click or tap Processes.(You may need to scroll right to see the tile.)

You’ll find business processes under Settings > Processes.

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You can also edit a process when you’re working on a record, like a lead or opportunity. Click or tap More commands (…), and then Edit Process.

view the list of business processes

To see a list of all the business processes installed on your system, click or tap the arrow, and then select Business Process Flows.

(Otherwise, you’ll also see other types of processes like workflows and dialogs, which you don’t need to worry about right now.)

select the business process to edit

To take a look at the stages and steps in a business process, click or tap the name on the list to open the business process editor.

In our example, we’ll add a new stage to the Lead to Opportunity Sales process. This new stage will guide you through the steps to create a proposal for a lead.

explore the business process editor

List of steps in a stage.

List of the stages. Click or tap a stage to select it.

The record types used by the process. You can click or tap the name of the record type to see more stages.

Fields used for entering data to complete a step.

check out the actions you can take

Click or tap an arrow to move a selected stage up or down in the process.

Click or tap to fill in descriptive fields about the process.

Click or tap to add or remove a record type (or “entity”).

Click or tap to add a step.

Select the check box for any required field.

add a new stage

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2 Click or tap the Opportunity record type.

Click or tapnext to Stages to add the stage.

In our example, we’ll add a stage called “Generate Proposal” to cover the steps to draft a proposal to send to a lead who is almost ready to buy.

name the new stage

Type a name for the new stage.

In our example, the stage is called “Generate Proposal.”

move the new stage into place

In our example, the new stage happens between the Develop and Propose stages.

Click or tap the arrow to move the new stage to the right place.

select a category for the new stage

A category lets you group stages by a type of action.

In our example, we’ll select Develop.

In the Stage Category column, click or tap the bar, and then select a category.

add the steps

In the Steps column, click or tap the bar, and then type a name.

In the Fields column, click or tap the bar, and then select a field to use for data entry. If applicable, select the check box for any required field.

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In our example, we’ll just add one step called “Develop Proposal.”

If you were adding more steps, you would click or tap next to Steps for each new one.

need to move to another record type? Let’s say that after you win

an opportunity, you want to move the customer to the next stage – which is placing an order. No problem.

You can extend a process to include another type of record, such as an order.

Click or tap for Options, and then select the record type.

For our example, we’ll select Order.

Note: You can use up to five different types of records in a business process.

need to delete a stage or a step?

Point to the stage or step you need to remove, and then click or tap X.

(You’ll only see the X when you point to the stage or step.)

need to remove a record type?

If necessary, you can remove a record type from a business process, if your organization does things differently.

Click or tap for Options, and then click or tap Delete Last Entity.

save your work

When you have the stages and steps the way you want them, click or tap Save.

set how the process is assigned to new records

If there’s more than one business process for a record type, you’ll need to set which process is automatically assigned to new records.

On the command bar, click or tap Order Process Flow.

In our example, there’s only one business process for leads, so it will be assigned to new leads automatically. No action needed.

Note: If there is more than one, and you want it assigned to new records automatically, you’ll need to move the process to the top of the list.

activate the business process

A business process must be activated before people can use it.

On the command bar, click or tap Activate.

Now, when you create a new lead, this process will be assigned to it automatically, and the stages and steps will be ready to follow as you work with customers.

ready to DIY?Now that you’ve gone through an example, you’re ready to adapt your own business process to meet the needs of your organization.

To help you get going quickly, there are a couple of great sources for business processes that you can start with:

• Several ready-to-use processes for common business scenarios are available. To adapt one of these, first you’ll need to add them to the system (similar to the way you add sample data).

• Or, you can start from a business process solution that you download from the Microsoft Dynamics Marketplace. You’ll find a library of free templates by industry.

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