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Past due notification

  • 1.  Past due notification

    GOLD CONTRIBUTOR
    Posted 19 days ago
    Edited by Ryan Nallen 18 days ago
    I'm trying to create a simple email notification workflow that notifies owners when an opportunity is past due. Or any record is past due for that matter.

    To do so, I had created an email notification workflow (settings -> processes) and tried to get it to run off of a timeout based on a specific contract date field. Created it and was feeling good about it only to test it out and (record scratch sound effect), two duplicate emails arrived at the same time. Fortunately (and as should always be done), I configured them to only go to myself first. It was configured to run in the background and start when that particular field was updated (the other options of creation, deletion, status change, assign did not seem applicable).

    In short (3 quick questions):

    1. is there an easy correction to make to this standard workflow so it just sends 1 email?
    2. More importantly, is there a better way to do this using Power Automate? Would prefer this.
    3. Is there an alternative way I'm not thinking of to best capture this information? Open to any and all suggestions. Note: I already have a custom view in a dashboard to flag these, but am looking to automate this process.

    Thanks so much everyone!


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    Ryan Nallen
    Sr. CRM Business Systems Analyst
    Edison Energy
    Chicago IL
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    Academy - Online Interactive Learning from Experts


  • 2.  RE: Past due notification

    TOP CONTRIBUTOR
    Posted 18 days ago
    @Ryan Nallen I recommend using Power Automate for this.

    Like you, we have a dashboard to flag overdue dates. We then use a scheduled flow (Power Automate), that sends an email summary of the records that needs to be updated every week (which also includes a link to the dashboard).

    My experience is, that sending an email summary works better than sending an email every time something is overdue as these type of emails will often be ignored after a while. E.g. if you receive multiple emails every day.

    You can find a few blogs on how to create and style HTML tables in Power Automate. Here's one by @Ryan Maclean.

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    BR,
    Niels
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    Academy - Online Interactive Learning from Experts


  • 3.  RE: Past due notification

    TOP CONTRIBUTOR
    Posted 18 days ago
    @Ryan Nallen,

    I completely agree with @Niels Lønberg - go with Power Automate, use a scheduled flow (rather than triggering from a field change and then doing a wait/timeout), and aggregate all notices into a single email to avoid creating "email fatigue" that results in emails being ignored.

    If you've already started down the path of Microsoft Teams, you may also want to consider posting the notification to Teams rather than sending an email. Teams is replacing most internal communication for many organizations. It can have the added benefit (or downside depending on how you look at it) of posting the notification to a semi-public area that may result in it getting more attention.​​

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    Geoff Ables
    Managing Partner
    C5 Insight
    Charlotte NC
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    Academy - Online Interactive Learning from Experts


  • 4.  RE: Past due notification

    GOLD CONTRIBUTOR
    Posted 17 days ago
    Update: I decided to go with an on-demand real time workflow for this. Using my custom views (which act as a flag) in my own custom dashboard, I can see when an opportunity is past due. I can then select as many of them as I want and run the workflow to fire off notification emails to the owners. Should they be in the field or on the road, they can simply reply to the notification email to provide me with details where I can update the CRM on their behalf.

    Thank you for the suggestions. Either way, nothing is going to force a user to read an email, but with this method I can at least see the electronic paper trail within the CRM that a notification went out (and then have it documented should the issue be escalated).

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    Ryan Nallen
    Sr. CRM Business Systems Analyst
    Edison Energy
    Chicago IL
    ------------------------------

    Academy - Online Interactive Learning from Experts


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