Microsoft CRM - Workflow

The workflow capability in Microsoft CRM 4.0 has changed significantly from the earlier version in 3.0 - specifically making it much more user friendly for end users to develop and leverage the powerful engine!Microsoft CRM Workflow

Users no longer have to access the capability via server access, and can add and modify existing workflows from within their own client access.

The main changes can be summarised as:

Some Key functionality Benefits are:

  1. Workflows can now also support many more record types, without previous limitations in version 3.0.
  2. Triggers have been updated to allow workflows to fire by the update and delete events
  3. Dynamic values and conditional rules have been vastly expanded and far more functional.
  4. The user interface to design workflows has been significantly improved.

So why use Workflows?

Microsoft CRM 4.0 Workflows are designed to automate internal processes to simply existing routine business tasks. Many organisations use and leverage the ability in Microsoft CRM to implement the process and structure that may have been lacking in traditionally unstructured business areas, such as Sales, to ensure a stable, and repeatable process can occur.

Some examples of this may be:

  • Skill and/or territory based routing of leads to sales people - a lead is manually entered, or piped in automatically from the web site, and the lead is then reviewed and assigned automatically to the best resource to assist.
  • Customer Notifications - from areas such as customer service/incident management, through to new lead enquiries, the system can automatically advise clients or prospects of their status, and provide feedback on response times.
  • Automatic creation of procedural tasks - a new opportunity may close, and then tasks are created for sales, administration and delivery staff to ensure they are aware, and the tasks they need to complete to ensure the highest level of customer service.
  • Automatic escalation to management - if certain Service Level Agreements (SLA) are breached, automatically advise key staff, from account managers, through to Business owners.

Above all else, Microsoft CRM 4.0 workflow provides the structure for repeatable, automated business process to support and improve your customer service experience.

In the below video, Praveen Upadhyay (Program Manager) walks through Dynamics CRM Workflow.

Praveen breaks the CRM workflow investments into 3 basic areas: Making Workflow substantially easier for the end-user, Providing a rich framework for business logic construction and leveraging the power of Windows Workflow Foundation.


CRM 4.0 Workflow with Praveen Upadhyay

Our experienced business and CRM consultants are available to discuss how Microsoft CRM 4.0 workflow business can deliver you business results today, so please contact us to discuss how we can assist!