Customer Management Support - Workflows

Workflows - Scheduled Workflows

Some examples where Scheduled Workflows would be useful:

  1. Escalate a case to Support Manager, if the case is open for more than 4 hours.
  2. Send email to Customer and Account Manager, 2 days before the invoice due date, if the invoice hasn’t been paid until that date.
  3. Set automatic follow-ups with the Contacts before an Opportunity is closed.

1. Workflow Running Conditions

Schedule Workflows feature offers you a wide variety of options on when to run your workflow. The options include:

  1. Hourly: Workflow is executed every hour
  2. Daily: Workflow is executed every day at the specified time
  3. Weekly: Workflow is executed on the selected days of every week
  4. On Specific Date: Workflow is executed on the selected date
  5. Monthly: Workflow is executed on the selected days of every month
  6. Yearly: Workflow is executed on the selected days of every year

2. Workflow Filter Conditions

Filter conditions help you to configure periodic workflow conditions. For date fields, you can have your workflows trigger tasks anytime before and after the current date.

The following conditions are supported in Scheduled Workflows.

  1. Less than hours ago
  2. More than hours ago
  3. Less than days ago
  4. More than days ago
  5. Less than hours later
  6. More than hours later
  7. More than days later
  8. Less than days later
  9. Days ago
  10. Days later

Example 1: Escalate a Case if it is Opened for More Than 4 Hours

In this example, we will configure a workflow to escalate a case, if it’s not responded for more than four hours. You can have the workflow either escalate the case to the support manager, or trigger an email alert, or do both. This workflow is executed once in every hour.

  1. Hover over icon and click Settings
  2. Click Workflows under Automation.
  3. Click on top right corner.
  4. In the ‘Creating Workflow’ page, under the ‘Workflow’ tab, Select Cases from the Target Module dropdown
  5. Provide description for future reference
  6. Under ‘Workflow Trigger’ options, select the Time Interval radio-button, and select Hourly from the ‘Run Workflow’ dropdown

  1. Under the ‘Workflow Condition’ tab, provide the filter conditions. Two conditions need to be configured: Case is created for four hours ago, and Status is open.

  1. After configuring the conditions, finally, you need to escalate the case to the Support Manager. To escalate, under the ‘Workflow Actions’ Click Add Action drop down tab and Click Update Fields.
  2. Fill Action Title field.
  3. Click Add Field Tab.
  4. Two new fields are displayed. From the first field, select Assigned to. From the second drop-down field, select desired user to whom the case should be assigned.

  1. Once you’re done, click Save.

Example 2: Send an Email to the Customer, 2 Days Before the Invoice Due Date, if the Invoice Hasn’t Been Paid Until That Date

Scheduled workflows help you to streamline your follow-up process by sending them regular email alerts to get paid punctually. We are going to create a scheduled workflow that automatically triggers an email 2 days before the invoice due date, if the invoice hasn’t been paid until that date. You can have this workflow send an email alert to the sales manager, or customer, or even both. This workflow is executed once in a day on the specified time.

  1. Click icon and click Settings.
  2. Click Workflows under Automation.
  3. Click on top right corner.
  4. In the ‘Creating Workflow’ page, under the ‘Workflow’ tab, Select Invoice from the Target Module dropdown
  5. Provide description for future reference
  6. Under ‘Workflow Trigger’ options, select the Time Interval radio-button, and select Daily from the ‘Run Workflow’ dropdown

  1. Under the ‘Workflow Condition’ tab, provide the filter conditions. Two conditions need to be configured: Due Date is 2 days later, and Status is not Paid.

  1. After configuring the conditions, you need to send email alerts to your Customer and Sales Manager. To compose an email alert, under the ‘Workflow Actions’ Click Add Action drop down tab and Click Send Mail.
  2. Provide Action Title — Just for your reference. In the To field, select email recipients. Provide the catchy subject and compose your email body.

  1. Once you’re done, click Save.

Example 3: Set automatic follow-ups with the Contacts before an Opportunity is closed

In this example, we will configure a workflow to send an email to Assigned to user when the Opportunity is about to Closed Won. This workflow is executed daily.

  1. Click icon and click Settings.
  2. Click Workflows under Automation.
  3. Click on top right corner.
  4. In the ‘Creating Workflow’ page, under the ‘Workflow’ tab, Select Opportunities from the Target Module drop-down
  5. Provide description for future reference
  6. Under ‘Workflow Trigger’ options, select the Time Interval radio-button, and select Daily from the ‘Run Workflow’ dropdown

  1. Under the ‘Workflow Condition’ tab, provide the filter conditions. Two conditions need to be configured: Expected Close Date is more than 10 days later, and Sales Stage is not Closed Won.

  1. After configuring the conditions, you need to send email alerts to “Assigned To” user to follow up with the Client. To compose an email notification, under the ‘Workflow Actions’ Click Add Action drop down tab and Click Send Mail.
  2. Provide Action Title — Just for your reference. In the To field, select “Assigned To’ user’s email address. Provide catchy subject and compose your email body.

  1. Once you’re done, click Save.