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Workflow - best practice?

  • 1.  Workflow - best practice?

    GOLD CONTRIBUTOR
    Posted Jul 01, 2019 06:14 PM
    Edited by Gretchen Garcia Jul 01, 2019 06:54 PM
    Thank's to Aaron's email template help, I am now on the next part of my solution... emailing the masses. I have this working, but I am curious if I am doing this in the best way.

    The scenario - when Case / Incident is saved, email branch manger. We have 26 locations and an additional 30ish departments that will have to be part of this. People in branch 1, don't care about things that happen in branch 22 and so forth. My first iteration of this gave me 30+ emails on my first test. O_o

    So how I got this workflow going is this.... once the case has the electronic signature filed populated, email the proper location group. If the field Incident:Branch is populated with the required branch, stop workflow.  This does work - but am I making things harder on myself building it this way?  Is there a better way? If I have to add another 80+ steps I will but this seems crazy tedious. :)

    Workflow screen shot - is this the best way to do it?
    Thanks for any advice or links to resources to help me better understand this wild world of workflows. ;)

    ETA apparently I didn't "fix" this as well as I thought I had.
    Once the workflow advances to the next branch in line, the previous branches still get an email. So clearly I've not got this configured correctly - what am I missing?
    screen shot of workflow where multiple emails are happening


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    Gretchen Garcia
    IT Technician
    Denver Public Library
    Denver CO
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  • 2.  RE: Workflow - best practice?

    Posted Jul 02, 2019 02:58 AM
    Just a quick thought, why do you want the workflow to wait in the first step. This would mean, there are lots of workflows in the wait state. Rather than that, start the workflow when the field value changes.

    also, the other way is to have configuration entity, where you can define branch and the email template and write custom workflow step to trigger email.

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    Kamaldeep Singh
    Consultant
    ASG
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  • 3.  RE: Workflow - best practice?

    Posted Jul 02, 2019 09:39 AM
    Gretchen,

    do you have a Branch or related entity?  if so store a distribution email on there.

    then whenever you need to send an email to a set branch ( which would be on the case ) then you can send an email that way and you don't have to maintain the distro list in crm its in Exchange.

    then use a WF on what eve triggers you need to fire off an email.
     


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    Cole Haddock
    Oliver Healthcare Packageing
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  • 4.  RE: Workflow - best practice?

    TOP CONTRIBUTOR
    Posted Jul 02, 2019 09:51 AM
    @Gretchen Garcia - As the others mentioned, having a "Branch" entity to store information about each branch along with the Branch Email would help out. It looks like you have a drop-down list for the various Branch names. Just replace this with a lookup field to the "Branch" entity. This will then allow you to grab the appropriate email address, and any other Branch related information, for the workflow.  ​

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    Aaron Back, MCSE
    Sr. Microsoft Dynamics 365 Consultant
    www.acemicrotech.com
    _______________________________________
    CRMUG Board Member
    CRMUG Chapter Leader - Cincinnati, Ohio
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  • 5.  RE: Workflow - best practice?

    GOLD CONTRIBUTOR
    Posted Jul 02, 2019 01:46 PM

    The wait condition was a business requirement that came from the staff.  Often they start writing the report but have to put finishing it on hold due to changing desk stations, time allotments, etc. - so that was to give them the ability to start this process of reporting the incident (In our case, its a security event such as a fight in the library) and be able to finish later. Good idea on changing the condition to - "When field changes, start workflow." I'll do that. This was to prevent the email alerts from going to all the parties required before the record is fully done. That was a bit short sighted of me when I built that. :)  We're learning this stuff as we go - so sometimes, our implementation isn't the best. Just because we found a way, doesn't mean it's the best way. ;)

    We don't have a branch entity - it sounds like maybe we should explore this. Right now, yes - it's a pick list of all the buildings. We have a sub-pick list that shows when only a specific branch is selected to parse out where in that building something happened. (Main branch, 9 floors, lots of departments and areas....) Branch specific stuff happens all over the library but so far, this is the first solution requiring branch specific stuff. I'll suggest this to my dev guy and see what he thinks. :)

    Thank you all for your suggestions! =)



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    Gretchen Garcia
    IT Technician
    Denver Public Library
    Denver CO
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  • 6.  RE: Workflow - best practice?

    D365UG/CRMUG ALL STAR
    Posted Jul 02, 2019 04:39 PM
    ​Regarding the logic and multiple emails getting sent - It looks like you need to review your If logic. Currently the email send is not in the If branch, so every email will be sent until it reaches the correct one.

    Current set up:
    Sent A email
    If A branch - stop workflow
    Send B email
    If B branch - Stop workflow
    Send C email …

    I would recommend
    If branch = A
         Send A email
         stop workflow
    else if branch = B
         send B email
         stop workflow
    else if branch = C
    .
    .
    .

    If you use the "otherwise if" (else if, conditional branch) then you may not even need to include your stop workflows. As only one of the If branches will be called.

    I find in these type of scenarios it is very helpful to draw out what you are trying to do first. I usually use Visio. Then you can connect all the lines and line up the If/then statements to see how things actually line up.

    I agree with the other suggestions on the branch entity. This could allow you to pull that data from somewhere and hopefully streamline down to one email template that pulls data from that source instead of needing to have a different template per branch.

    Let us know how this turns out!

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    Kylie Kiser
    Product Owner, CRM
    Ascensus

    www.CRMUG.com/Washington
    KylieKiser.com
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  • 7.  RE: Workflow - best practice?

    GOLD CONTRIBUTOR
    Posted Jul 02, 2019 05:13 PM
    Thank you! =) I do have 1 email template - just a zillion contacts to have to send emails to based on where the event happens. :) The 1 template basically tells them that X happened at X time, please log in and review. It's not fancy by any stretch lol! :) ​

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    Gretchen Garcia
    IT Technician
    Denver Public Library
    Denver CO
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