![]() ![]() By using other out of the box functionality in conjunction with business process flows you can gain valuable visibility into your pipeline, and make it easier for users to find records that require attention. BPF can increase user acceptance and make onboarding new employees easier. ![]() The workflow to reassign the cases are real time workflows because we wanted users to instantly see that the case was reassigned, and the security roles are set up such that reps can only edit their own cases so as soon as the case is submitted for review the rep cannot make any changes unless the supervisor moves it back to a previous stage.īusiness process flows are more than a set of fields at the top of a record. (My Active Cases on the left, Rejected cases on the right) Back End: The reps know if there are any records in this view, they have to do some rework on a case and move it back to the resolution stage. Another view was created for reps that filters for cases that have a Supervisor Not and are assigned to the current user, which was added to the rep dashboard. When the case is moved back to any stage that is not the resolution stage the case is reassigned back to the Created By user. If a supervisor reviews the case and wants the Rep to do some extra work on the case, they leave a note in a custom “Supervisor Note” field and move the stage back to which ever stage they believe the rep has to rework. Any case in this view is ready to be reviewed by a supervisor. A view was created containing cases owned by the supervisor team and added to the manager dashboard. In this example when a case is moved to the resolution stage, it is automatically assigned to the supervisor team. ![]() To take this a step further, views could be created and added to dashboards so users can easily find records that need to be worked on just by checking their dashboard. This same solution can be used anytime you want to break up tasks, it is not restricted to approval processes. The following example can be used to automatically assign the cases to a supervisor team or the case owner’s manager when the case is moved to the resolution stage of the BPF. Some organizations want cases to be approved before they are resolved. To give users easy visibility of the Process Timeline records, add a subgrid on the case form to show the related Process Timeline records Workflow to create the Process Timeline records:īreakup responsibilities between teams based on case stageīy combining BPF, a workflow and some team configuration, you can automatically assign records to specific teams or users based on the BPF stage of the record. The only step in the workflow is to create a Process Timeline record containing the Stage, and who moved it, as well as the case that the record is related to. In this example the process being tracked is on the case entity.Įnd Result: A record is created containing the stage, the user that moved it to that stage and when the moved it.Ī workflow triggers on create of cases and on change of the Process Stage field on cases. Finding Bottlenecks in a Process/Managing priorityīy combining BPF, a single step workflow, a custom entity with 2 custom fields, and a subgrid, you can easily track how long an individual record spends in each stage of the business process flow and which user moved the record into that stage. This post will highlight a few, of many, possibilities when fully utilizing BPF within a Microsoft Dynamics CRM organization. For those who are looking for more bang for their buck, combining BPF with other out of the box functionality like workflows, form customizations, dashboards, teams and security roles provides much greater visibility into pipeline and significantly boost the value of business process flows. Base level use of the BPF can result in increased user acceptance and easier training for new users or when a process changes. For those who are familiar with Dynamics CRM know that BPF help walk user through a process by displaying fields, relevant to the current business process, at the top of the record in Dynamics CRM. Business process flows (BPF) have been around since Microsoft Dynamics CRM 2013 and conditional branching was added to business process flows in Dynamics CRM 2015. ![]()
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