Alliance 2017 - CRM Deep Dive: Workflows, Business Rules, Security, and Troubleshooting
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The document outlines a detailed workshop on CRM workflows, business rules, security, and troubleshooting, including hands-on practice and scenarios. It discusses the importance of automating tasks for efficiency, defining workflows, and managing security roles to ensure proper access to CRM functionality. The content emphasizes the necessity of understanding user needs and the processes involved in CRM implementations.
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01 DEFINE - SCENARIO
Step Action Who System Details
1 Send paper application Applicant Nothing
2 HR Rep fills in application in CRM from a Contact HR Rep Default status = New
Application Date – Recommend to set to Today’s Date when New
Job Posting
3 HR Rep performs the initial screening HR Rep Date Screening Completed
4 HR Rep approves the application for Interviewing HR Rep Set Status to “Interviewing”
5 System triggers an email on the Status change to
Interviewing and sends it to the Hiring Manager
System Create Email
6 Hiring Manager gets the email and reviews the
application.
Interview the candidates
Hiring Manager Create Tasks/appointments/Notes to manage the interview process
Rank
Date Interviews completed
7-1 REJECT: Hiring Manager Rejects candidates Hiring Manager Date Rejected/Withdrawn
Cancel/Withdrawn Reason
Cancel/Withdrawn Reason Description
7-2 OFFER: Hiring Manager approves to Offer Hiring Manager Click on Approval to Offer
Set Date Offered
Add offer details to the Notes
[System changes status to “Offer”]
8 System triggers an email on the status change to
Offer and sends it to the HR Manager
System Create email
9 HR Manager reviews offer and approves the Hire HR Manager Expected Start Date – validate date is future
Date Hired
Final Decision Notes
Add details to the Notes
Click on Approval to Hire
[System changes status to “Hired”]
[System update the Date Hired on the Contact]](https://image.slidesharecdn.com/alliance2017-crmtraining25-01-2017-170201145239/85/Alliance-2017-CRM-Deep-Dive-Workflows-Business-Rules-Security-and-Troubleshooting-21-320.jpg)
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02 ANALYZE - DESIGN
Step Action Who System Details
1 Send paper application Applicant Nothing
2 HR Rep fills in application in CRM from a Contact HR Rep Business Rule: Default status = New
Application Date – Recommend to set to Today’s Date when New
Job Posting
3 HR Rep performs the initial screening HR Rep Date Screening Completed
4 HR Rep approves the application for Interviewing HR Rep Set Status to “Interviewing”
5 System triggers an email on the Status change to
Interviewing and sends it to the Hiring Manager
System Workflow: Create Email
6 Hiring Manager gets the email and reviews the
application.
Interview the candidates
Hiring Manager Create Tasks/appointments/Notes to manage the interview process
Rank
Date Interviews completed
7-1 REJECT: Hiring Manager Rejects candidates Hiring Manager Date Rejected/Withdrawn
Cancel/Withdrawn Reason
Cancel/Withdrawn Reason Description
7-2 OFFER: Hiring Manager approves to Offer Hiring Manager Click on Approval to Offer
Business Rule: Date Offered
Add offer details to the Notes
Workflow: [System changes status to “Offer”]
8 System triggers an email on the status change to
Offer and sends it to the HR Manager
System Workflow: Create email
9 HR Manager reviews offer and approves the Hire HR Manager Expected Start Date – Real-Time Workflow: validate date is future
Date Hired
Final Decision Notes
Add details to the Notes
Click on Approval to Hire
Workflow: [System changes status to “Hired”]
Workflow: [System update the Date Hired on the Contact]](https://image.slidesharecdn.com/alliance2017-crmtraining25-01-2017-170201145239/85/Alliance-2017-CRM-Deep-Dive-Workflows-Business-Rules-Security-and-Troubleshooting-22-320.jpg)
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HR
Rep
[Bill]
HR
Manager
[Grace]
Hiring Manager
[Sally]
Add Job
Application
Yes No No
Read Job
Applications
All All Only within the
Department
Approve to Offer No Yes Yes
Approve to Hire No Yes No
Reject No Yes Yes
Can Import Job
Applications
Yes No No
Can Customize No No No
Can create and
publish
workflows?
No Yes No
CXO Levels
HR Rep
[Bill]
HR Manager
[Grace]
Dept. 1
Director
Dept. 1
Hiring
Manager
[Sally]
Dept. 2
Director
Dept. 2
Hiring
Manager
Dept. 2
Hiring
Manager
What entities can users see?
What entities can users update?
This example is a simplistic version of a security matrix
S e c u r i t y M a t r i x
What are the organizational areas of the
business that users are associated with?
W h o a r e t h e u s e r s ?
01 UNDERSTAND REQUIREMENTS](https://image.slidesharecdn.com/alliance2017-crmtraining25-01-2017-170201145239/85/Alliance-2017-CRM-Deep-Dive-Workflows-Business-Rules-Security-and-Troubleshooting-26-320.jpg)
![27
• Users are assigned to a Business Units.
• Indirectly, records owned by users are
also owned by the Business Unit
B u s i n e s s U n i t s
02 BUSINESS UNITS
The Org
Dept. 2
z
IT
Human
Resources
[Bill]
[Grace]
Operations
Dept. 1
[Sally]
Marketing](https://image.slidesharecdn.com/alliance2017-crmtraining25-01-2017-170201145239/85/Alliance-2017-CRM-Deep-Dive-Workflows-Business-Rules-Security-and-Troubleshooting-27-320.jpg)
![28
What entities can they see and/or update.
S e c u r i t y R o l e – w h a t i s i t ?
02 SECURITY ROLES
E x a m p l e : H i r i n g M a n a g e r
Entity
Create Read Write Delete Append Append To Assign Share
Contact No
[None]
All
[Organization]
Yes No All All No No
Activities All All If owner
[User]
No All All In Dept In Dept
Job Posting No Yes No No All All No No
Job Application No Yes In Dept and subordinate
[Parent: Child Business Units]
No All In Dept In Dept Yes](https://image.slidesharecdn.com/alliance2017-crmtraining25-01-2017-170201145239/85/Alliance-2017-CRM-Deep-Dive-Workflows-Business-Rules-Security-and-Troubleshooting-28-320.jpg)
Alliance 2017 - CRM Deep Dive: Workflows, Business Rules, Security, and Troubleshooting
- 1. 1 CRM Deep Dive: Workflows, Business Rules, Security and Troubleshooting # A L L I A N C E 2 0 1 7 Please have your trial ready (or come see us if you need help setting up)
- 2. 2 YOUR TRAINERS IRINA KON SOLUTION ARCHITECT JOINED SPARKROCK IN 2015 ULRIKE KRUGER SENIOR APPLICATION CONSULTANT JOINED SPARKROCK IN 2013
- 3. 3 T h e R e t i r e d Te a c h e r s o f O n t a r i o Charles Tabone Monica Depta Marzena Wspanialy Ewa Romanski U n i t e d C h u r c h o f C a n a d a Jayne King Jason Ding Ric de Leon R e g i o n Te n Paul Mawyer Amy Downey R e h o b o t h C h r i s t i a n M i n i s t r i e s Susan Dexter Attendee Introductions Quick round table: introduce yourself, your organization, comfort level with CRM O n t a r i o L e g i s l a t i v e A s s e m b l y D i s t r i c t o f N i p i s s i n g S o c i a l S e r v i c e s A d m i n i s t r a t i v e B o a r d Saxon Yanta Shara Ali B r a m p t o n C a l e d o n C o m m u n i t y L i v i n g Turel Matadin
- 4. 4 AGENDA W o r k f l o w s / B u s i n e s s R u l e s O v e r v i e w H a n d s O n P r a c t i c e B r e a k S e c u r i t y T r o u b l e s h o o t i n g 1 0 : 1 5 - 1 0 : 3 0 8 : 4 5 - 9 : 4 0 9 : 4 5 - 1 0 : 1 5 1 0 : 3 0 - 1 1 : 4 5 1 1 : 4 5 - 1 2 : 0 0
- 5. 5 Wo r k f l o w s
- 6. 6 WHAT ARE WORKFLOWS? S E T O F S T E P S Sequential steps to be performed on a record or related records. P E R F O R M C O M M O N TA S K S Create/Update records Add someone to queue Assign records Change record status Send email notifications Add Tasks Call ‘Child’ workflows Create Reminders/Follow-ups Perform validations A U T O M AT I C / O N D E M A N D Triggered by an event in the system or manually selected by a user to run.
- 7. 7 WHY USE WORKFLOWS? Automate for efficiency and correctness and increase revenue. Increased Efficiency Increased Accuracy Streamlined Processes Support timely communications Create follow- up tasks Validate the data
- 8. 8 CONSIDERATIONS Users with solid knowledge of the system. Knowledge of data, business processes and current implementation of CRM. D E E P U N D E R S TA N D I N G Must have a security role that allows creation of workflows. Typically these are System Administrators/System customizers. S E C U R I T Y R O L E Level of experience depends on the complexity of the workflow. E X P E R I E N C E W I T H C R M C O N F I G
- 9. 9 DEFINE Define and document the business process. 01 ANALYZE Consider the current system: other workflows running? Plugins exist? Queues set up? Attributes available? 02 CONSIDER Think from an end user perspective, is workflow the right choice? Can the action be done on demand? Is a business rule required? 03 PLANNING A WORKFLOW Steps to take in consideration of adding a workflow.
- 10. 10 DEFINE Define each step and how to handle the exceptions from standard process. 01 ANALYZE Steps to automate, trigger, expected outcomes, changes to other workflows. 02 CONFIGURE AND TEST Use test records and test emails! 03 GETTING STARTED Steps to take in consideration of adding a workflow. DEPLOY Plan for appropriate timing and impacts.04
- 11. 11 Dialog – similar to a wizard Workflows - Background Workflows – Real-time User initiated from the ribbon bar (on-demand) Triggered by the system, or initiated from the ribbon bar (Automatic or On- demand) Triggered by the system, or initiated from the ribbon bar (Automatic or On- demand) One record at a time One or Multiple records One or Multiple records Prompt and responses that guides the user No user interaction No user interaction Can call child dialogs Can call child workflows Can call child workflows User must refresh CRM form to see results Runs in the background – user must refresh CRM form when complete Runs in real-time – user sees results quickly, but can impact system resources PROCESS CATEGORIES
- 12. 12 B u s i n e s s R u l e s
- 13. 13 WHAT ARE BUSINESS RULES? F O R M L O G I C A set of conditions and actions that you can apply to a form, or an entity. P O S S I B L E A C T I O N S Set field values Clear field values Set field requirement levels Show or hide fields Enable or disable fields Validate data and show error messages Business Recommendations – new in D365! D R A G & D R O P D E S I G N E R Easy to design and develop. Easy to activate/deactivate.
- 14. 14 WHY USE BUSINESS RULES? Automation and validation. Increased Efficiency Increased Accuracy Streamlined Processes Cleaner Forms and UX Guide users Validate the data
- 15. 15 CONSIDERATIONS Users with solid knowledge of the system. Knowledge of form impacts and ability to test out functionality. Knowledge of which form is used by which users. B A S I C U N D E R S TA N D I N G Must have a security role that allows creation of business rules. Typically these are System Administrators/System customizers. Forms also tie in with security profiles so knowledge of the security setup is recommended. S E C U R I T Y R O L E Level of experience depends on the complexity of the business rule. E X P E R I E N C E W I T H C R M C O N F I G
- 16. 16 DEFINE Define and document what the forms need to look like, any required fields and order of data entry. 01 ANALYZE Consider the current system: how many forms exist? Who are the users for these forms? Do you need the rule to run on the server (during data import, background processes etc.)? 02 CONSIDER Business rules should be flexible enough to allow exceptions to the flow. Overusing business rules can reduce the user experience. 03 PLANNING A BUSINESS RULE Steps to take in consideration of adding a business rule.
- 17. 17 DEFINE Define the order of data entry and the related conditions. Consider security. 01 ANALYZE Required business logic. Consider the inverse of the rule may be required. 02 CONFIGURE AND TEST Open up the form in different stages to ensure business rules are functioning as intended. 03 GETTING STARTED Steps to take in consideration of adding a business rule. DEPLOY Easy to deactivate if they don’t function as expected. 04
- 18. 18 Entity All Forms Specific Form Run on all forms Applies to all forms for that entity. Applies to only a specific form. Run on the server (during data import, during processes) Circular references are not allowed (i.e. field = field + 100) because rule runs twice BUSINESS RULE SCOPE
- 19. 19 Questions?
- 21. 21 01 DEFINE - SCENARIO Step Action Who System Details 1 Send paper application Applicant Nothing 2 HR Rep fills in application in CRM from a Contact HR Rep Default status = New Application Date – Recommend to set to Today’s Date when New Job Posting 3 HR Rep performs the initial screening HR Rep Date Screening Completed 4 HR Rep approves the application for Interviewing HR Rep Set Status to “Interviewing” 5 System triggers an email on the Status change to Interviewing and sends it to the Hiring Manager System Create Email 6 Hiring Manager gets the email and reviews the application. Interview the candidates Hiring Manager Create Tasks/appointments/Notes to manage the interview process Rank Date Interviews completed 7-1 REJECT: Hiring Manager Rejects candidates Hiring Manager Date Rejected/Withdrawn Cancel/Withdrawn Reason Cancel/Withdrawn Reason Description 7-2 OFFER: Hiring Manager approves to Offer Hiring Manager Click on Approval to Offer Set Date Offered Add offer details to the Notes [System changes status to “Offer”] 8 System triggers an email on the status change to Offer and sends it to the HR Manager System Create email 9 HR Manager reviews offer and approves the Hire HR Manager Expected Start Date – validate date is future Date Hired Final Decision Notes Add details to the Notes Click on Approval to Hire [System changes status to “Hired”] [System update the Date Hired on the Contact]
- 22. 22 02 ANALYZE - DESIGN Step Action Who System Details 1 Send paper application Applicant Nothing 2 HR Rep fills in application in CRM from a Contact HR Rep Business Rule: Default status = New Application Date – Recommend to set to Today’s Date when New Job Posting 3 HR Rep performs the initial screening HR Rep Date Screening Completed 4 HR Rep approves the application for Interviewing HR Rep Set Status to “Interviewing” 5 System triggers an email on the Status change to Interviewing and sends it to the Hiring Manager System Workflow: Create Email 6 Hiring Manager gets the email and reviews the application. Interview the candidates Hiring Manager Create Tasks/appointments/Notes to manage the interview process Rank Date Interviews completed 7-1 REJECT: Hiring Manager Rejects candidates Hiring Manager Date Rejected/Withdrawn Cancel/Withdrawn Reason Cancel/Withdrawn Reason Description 7-2 OFFER: Hiring Manager approves to Offer Hiring Manager Click on Approval to Offer Business Rule: Date Offered Add offer details to the Notes Workflow: [System changes status to “Offer”] 8 System triggers an email on the status change to Offer and sends it to the HR Manager System Workflow: Create email 9 HR Manager reviews offer and approves the Hire HR Manager Expected Start Date – Real-Time Workflow: validate date is future Date Hired Final Decision Notes Add details to the Notes Click on Approval to Hire Workflow: [System changes status to “Hired”] Workflow: [System update the Date Hired on the Contact]
- 23. 23 Questions?
- 24. 24 S e c u r i t y
- 25. 25 UNDERSTAND REQUIREMENTS Identify the business areas of the organization, and what the users will see and do. CRM attributes and business rules identifies. Create a Security Matrix 01 BUSINESS UNITS/SECURITY ROLES Set up the business and security roles to be assigned to user that enforce what entities user can see and update 02 SETUP FIELD SECURITY ROLES Identify specific attributes that can be seen/updated by specific teams/users only. 03 SECURITY IMPLEMENTATION SET UP MULTI-FORMS Controls what information that user can update on a form04 ASSIGN THE ROLES Assign the user to a Business Unit, Security Role and Field Security Profiles 05 TEST, RINSE AND REPEAT Log in with different users to test, tweak and repeat06
- 26. 26 HR Rep [Bill] HR Manager [Grace] Hiring Manager [Sally] Add Job Application Yes No No Read Job Applications All All Only within the Department Approve to Offer No Yes Yes Approve to Hire No Yes No Reject No Yes Yes Can Import Job Applications Yes No No Can Customize No No No Can create and publish workflows? No Yes No CXO Levels HR Rep [Bill] HR Manager [Grace] Dept. 1 Director Dept. 1 Hiring Manager [Sally] Dept. 2 Director Dept. 2 Hiring Manager Dept. 2 Hiring Manager What entities can users see? What entities can users update? This example is a simplistic version of a security matrix S e c u r i t y M a t r i x What are the organizational areas of the business that users are associated with? W h o a r e t h e u s e r s ? 01 UNDERSTAND REQUIREMENTS
- 27. 27 • Users are assigned to a Business Units. • Indirectly, records owned by users are also owned by the Business Unit B u s i n e s s U n i t s 02 BUSINESS UNITS The Org Dept. 2 z IT Human Resources [Bill] [Grace] Operations Dept. 1 [Sally] Marketing
- 28. 28 What entities can they see and/or update. S e c u r i t y R o l e – w h a t i s i t ? 02 SECURITY ROLES E x a m p l e : H i r i n g M a n a g e r Entity Create Read Write Delete Append Append To Assign Share Contact No [None] All [Organization] Yes No All All No No Activities All All If owner [User] No All All In Dept In Dept Job Posting No Yes No No All All No No Job Application No Yes In Dept and subordinate [Parent: Child Business Units] No All In Dept In Dept Yes
- 29. 29 Controls entities the user can see and update … AND which parts of the organizations date they can see and update S e c u r i t y R o l e s a n d B u s i n e s s U n i t s 02 USER SETUP E x a m p l e : S a l l y c a n o n l y s e e / u p d a t e J o b A p p l i c a t i o n s i n D e p t . 1
- 30. 30 SECURITY Exercise 1 Security implementation
- 31. 31 • Identify specific attributes that can be seen/updated by specific teams/users only. • Users see data as asterisks (***) if no field security profile is assigned to them Consider our scenario • Only the Hiring Manager can click on Approval to Offer. F i e l d S e c u r i t y 03 FIELD SECURITY ROLE How do we do implement? • Customization – the attribute is marked with Field Security enabled. • User requires a Field Security Profile to create/view/update
- 32. 32 SECURITY Exercise 2 Field Security
- 33. 33 • Ensure users update only information that is part of their business process • Enhance the user experience Consider our scenario • The Hiring Manager has a different business process • Only the Hiring Manager will enter the following information: M u l t i - f o r m s 04 Multi-Forms How do we do implement? • Customization • Job Application form design for the Hiring Manger • Enable the security role on the form You may be asking – why are we not using Field Security here? • Use Field Security for sensitive information (Date of birth, Salary, etc.) or approval flags • We could have used Multi-form for the approval scenario
- 35. 35 More on Security Roles Types of security roles and other CRM impacts such as dashboards, reporting, business process flows, customization, setup 02 Access Hierarchy/Positions Introduced in 2015, an additional layer that allows access based on manager and position hierarchy 03 Access teams Introduced in 2013, provides a method to set up access teams. Uses the ‘Sharing’ functionality 04 Other Security Topics Record Ownership (Assign / Share) Controls what information that user can update on a form01
- 36. 36 01 Record Ownership • Every record has an owner • An owner can be a User or a Team • The current User is the Owner of a new record when added • Unless workflows, mapping or other implementation overrides • Security Role Privileges determine who can reassign a record • Security Roles and Business Units use the Owner of a record to derive who can see/update Remember this business rule? Sally can only see and update Job Application in her Department? This rule is true when: Job Application is assigned to someone in Dept. 1
- 37. 37 02 More on Security Roles Security Roles also defines access to: • Dashboards • Business Process Flows • Reports • Charts • Customization • Importing • .. And many more …
- 38. 38 03 Access Hierarchy/Positions Introduced in 2015, an additional layer that allows access based on • manager or, • position hierarchy
- 39. 39 04 Access Teams Introduced in 2013, provides a method to set up access teams. • Uses the ‘Sharing’ functionality in the background • Useful for automating using SDK
- 40. 40 Tr o u b l e s h o o t i n g
- 41. 41 Let’s make it break, and then fix it!
- 42. 42 Questions?
- 43. 43 EVALUATIONS P L E A S E T A K E 5 M I N S T O C O M P L E T E A S E S S I O N E V A L U A T I O N . WIN ME! One lucky survey will take home a Ecobee Smart Wi-Fi Thermostat
- 44. 44 THANK YOU FOR LISTENING