Customer Support Management - Workflows

Setting Up Workflows

Workflows

Follow few simple steps to set up a workflow

  1. Hover over icon and click Settings
  2. Click Workflows under Automation.
  3. Click on top right corner.

Step 1: Creating New Workflow

Workflows give you the ability to perform different operations on the selected module such as: sending an email, updating fields, creating a whole new record in another module, creating an event or task, etc., This answers the question Why should we select a module here? We will discuss the actions that are triggered by the workflows in detail.

Basic Information

You’ll need to provide basic details that include selecting a module and scheduling workflow.

Note! Workflow running conditions are all predefined; you only have to choose the condition that suits your requirements.

Workflow Trigger

Trigger a workflow on

  • Record creation - Triggers workflow on your first save, i.e., when a new record is created.
  • Record updated - A new or existing record is modified.

  • Recurrence
  1. Only first-time conditions are met - Triggers workflow if specified conditions (Step-2) are true. Once executed, the workflow will not trigger on the same record again. However, it will trigger actions on other records in the selected module.
  2. Every time conditions are met - Triggers workflow every time the specified condition succeeds.
  • Time Interval - Triggers workflow on a certain day and time.

Step 2: Adding Condition(s)

Workflows will be executed on the records in the selected module. More often, you might only need to perform operations on selected records in that module. This is where conditions will come into play. The workflow will only be executed on the records that satisfy the condition specified by you.

For instance, I would like to create a workflow on Contacts module. I want the workflow to send a Greeting via email on the Contact’s Birthday. So, my condition will be as shown in the below image.

You’ll find two different options while defining conditions. The functionality of the conditions is described below with an example.

  1. All Conditions: Filters records based on AND condition.
For instance, Condition 1 AND Condition 2 AND Condition 3 Displays the results if and only if ALL conditions are matched. If one condition is failed, other queries will not be executed.
  1. Any Conditions: Filters records based on OR condition.
For instance, Condition 1 OR Condition 2 OR Condition 3 Displays the results if at least ONE condition is matched. If one query is failed, other queries will be executed.
  1. You can compare the fields using the ‘equals to’ condition. For instance, I would like to create a workflow on Opportunities module. I want the workflow to execute operations on records with ‘Amount’ as ‘1000’. So my condition will be Amount equal to 1000 . To enter this data, select an option from the drop-down.
  2. You can add conditions for date fields, concerning the current date. For instance, I want to create a workflow on Contacts module that should send an email 2 days before the Support End Date. The Condition will be Support End Date less than days ago 3.

Notes!

  1. By default, AND condition is enabled between ALL conditions and ANY conditions. This will help you in grouping the two conditions, altogether.
  2. You can provide existing or custom criteria while defining conditions.
  3. You can define multiple conditions for a workflow by clicking on Add Condition button.

Option to Count Only Weekdays in Workflow Actions

Configure workflows to send an email excluding non-working days configured in business hours of an instance. For example, send an email to a customer three weekdays before the Opportunity Closing Date.

Note! The weekday’s field skips the Non-Working Day option configured in Business Hours

After defining conditions, add workflow actions

Step 3: Adding Action(s)

The tasks that should be executed with the help of workflows can be configured through actions while previously defined steps are just to provide directions and inputs.

Click Add Action button and select the desired task

S1 No Field Description
1. Send Mail To send an email notification
2. Invoke Custom Function To update target fields of records in a module when actions are performed on source field in a different module
3. Create Task To create a new calendar task
4. Create Event To create a new calendar event
5. Update fields To updates field(s) of selected module
6. Create Record To create or update records when conditions are satisfied on parent record
7. SMS Task To send SMS notification
8. Mobile Push Notification Notify user when a task or record is assigned to him