SugarCRM SupportKnowledge BaseWorkflows

Workflows

The Workflows section includes topics covering working with and troubleshooting automated processes and alerts via Sugar's Workflows module.

Topics

  • Using Workflows to Automatically Create a Task When an Opportunity Closes

    Need to automatically create a task when an opportunity's sales stage is set to "Closed Won" or "Closed Lost".

  • Using Workflows to Automatically Respond to a Case Created Via the Portal

    A customer has submitted a case through Sugar Portal and we would like to send them an email reply indicating a case has been opened.

  • Using Workflows to Automatically Respond to a Lead Created Via Web-to-Lead Form

    This article documents how to automatically send an email to a lead that is created from a web to lead form. This workflow will also work for when leads are manually entered into SugarCRM that meets the criteria specified in the workflow condition.

  • Using Workflows to Automatically Assign Cases Created Via Sugar Portal

    The Sugar® Portal is available in Sugar Enterprise and Ultimate editions and allows customers to submit cases in addition to interacting with bugs and knowledge base articles. By default, when the customer creates a case in the portal, the case will be assigned to the Sugar user assigned to the customer's contact record in Sugar. However, your organization may have a dedicated user who will triage and reassign the cases to other users or troubleshoot the cases that come in from the portal. This article covers creating a workflow that will assign cases created via the portal to a specific user in Sugar. 

  • Using Workflows to Automatically Update the Account's Type When an Opportunity is Won

    Sales users must manage their opportunities as well as keep account details diligently updated. Some account details can be inferred from other records or behaviors in Sugar to help with maintaining accurate account data. In this article, we will automatically manage the account type based on whether or not a sale is made. If the account type is set to "Prospect" and a related opportunity is changed to the "Closed Won" stage, a workflow will update the account's type to "Customer".

  • Automating Common Tasks Using a Dropdown Field and Workflows

    Many common business tasks can be streamlined in Sugar® using a simple dropdown field. By triggering workflows based on the value of the dropdown, it is possible to create several different automated actions, all driven by a single field. In this article, we will add a dropdown field to the Contacts module that allows users (or certain users restricted by role) to execute a common business activity such as sending an email or creating a follow-up call or task. This field could also be leveraged during imports in order to mass create related records for many different contacts.

  • Capturing Case Time to Resolution Using Sugar Logic and Workflows

    Support personnel may wish to monitor how quickly cases are being closed in Sugar. In this article, we will walk through creating a custom field called "Time to Resolution" that determines and stores the number of days it took to close a case. In order to properly calculate the time to resolution, the custom field will be calculated and we will also create a workflow that updates a second custom field called "Date Case Closed" which is used in the calculation. 

  • Capturing a Record's Last Activity Date Using Workflows

    In this article, we will walk through creating a field representing the date an activity record (e.g. call, meeting, email, task, or note) was last created for a particular record. This last activity date field may then be used to gain insight into how your organization is communicating with contacts, leads, accounts, etc. or to identify individual relationships which would benefit from additional communication.

  • Changing the Status and Notifying a User on Case Update Emails via Workflows

    Create a workflow that notifies the assigned user of a case when an email is received and related to that case.

  • Creating an Alert Email Template for Workflows

    Alert email templates are used to send out alert notifications to a list of recipients via workflows. Administrators or users with a Developer role have the ability to create alert email templates via Admin > Workflow Management. This article will walk through how to create an alert email template for workflows.

  • Making Custom Fields Available in Workflows

    Sugar's workflow functionality allows administrators to configure cause-and-effect actions throughout Sugar and across multiple modules. Workflows can be used to update fields, send emails, or create records once certain sets of conditions are reached. The workflow feature is available in our commercial editions of Sugar, and you can easily configure automated processes within the application to help increase efficiency and ensure business processes are followed. With each workflow you set up in Sugar, you can define a set of conditions to be met and any combination of alerts and actions to trigger once the conditions are satisfied.

  • Modifying the Intervals for Time Elapsed Workflows

    This article explains how to add new time intervals to the dropdown menu that used for after time elapses workflows. By default, the time intervals are as follows:

  • Using Workflows to Notify a Customer of a New Note on Their Case

    The following article walks through the process of creating a workflow that will email the contacts related to a case when a SugarCRM user adds a note. You will need to have notifications turned on and an SMTP server configured under Admin > Email Settings.

  • Using Workflows to Notify a User of Upcoming Calls and Meetings

    Sugar's Calls and Meetings modules allow users to set reminders via pop-up alert or an email to all invitees. To create a notification for only the meeting's assigned user, a workflow can be created which automatically emails a reminder for all call and meeting record. Please note that this workflow will only trigger for meetings created or whose start date is edited after the workflow has been activated. Meetings scheduled in the past for future dates will need to be edited and re-saved once the workflow is in place.

  • Using Workflows to Notify a Contact When a Case Status Changes

    Sugar can be configured to send an email notification to your customers when the status of a case changes.

  • Using Workflows to Notify a Customer When Receiving a Note Via the Portal

    A customer has submitted a note through the Sugar Customer Self Service Portal . We would like to send them an email reply indicating the note has been received.

  • Using Workflows to Notify a User When an Opportunity Is Stagnant

    This is an after-time-elapses workflow that will notify the user assigned to an opportunity when their opportunity's sales stage has been in a specified stage for a period of time. In this example, we will notify the user who is assigned to an opportunity when the sales stage remains in the Proposal/Price Quote stage for one week.

  • Using Workflows to Notify the Legal Team That a Contract Is Ready for Review

    This article describes how to set up a Sugar Workflow to address a common business scenario. Sugar Workflows provide powerful procedural capabilities to implement business-level logic for common CRM scenarios. Sugar handles two main types of workflows: one that is triggered when a field or record changes, and one that is triggered when time elapses without any activity. The scenario we'll accomplish in this article is as follows:When an Opportunity reaches a Sales Stage of "Negotiation/Review" automatically create a task assigned to the Legal team regarding the need to review and approve the Opportunity and related contracts. We'll be basing our scenario on the Sugar Professional edition and using standard demo data with one exception:we'll assume a team of "Legal" exists for assignment purposes. (Workflow and Team Security features are available only in Sugar Professional and Sugar Enterprise editions.) You can use the outcome of this scenario as a basis for other more sophisticated CRM business scenarios like:

  • Tracking Last Activity Date Using Workflows

    Sugar uses a variety of different activities (calls, meetings, tasks, emails, notes) to track interactions with contacts, accounts, leads, etc. When any changes (i.e. name, status, phone number, email address, etc.) are made to a module, the Date Modified field records when the most recent change occurred. However, the Date Modified field does not get updated when an activity such as a call or meeting is created for the record. In order to track this, administrators can implement a Last Activity Date field which allows a user to easily see when the last interaction with the contact, account, lead was. There is also an existing enhancement request for the ability to track the last activity date of a record. This article will cover how to:

  • Troubleshooting On-Save Workflows

    Sugar's Workflow functionality allows administrators to configure cause-and-effect actions across multiple Sugar modules. On-save workflows produce alerts and/or actions when specified conditions are met at the time the record is saved. However, there are times when a workflow does not produce the expected result. This article is not an exhaustive list of possibilities as to why the workflow did not function as expected, but seeks to help you initially troubleshoot and further understand the issue at hand.

  • Troubleshooting Time-Elapsed Workflows

    Sugar's Workflow functionality allows administrators to configure cause-and-effect actions across multiple modules. Time-elapsed workflows produce alerts and/or actions when specific conditions are met upon save and the specified amount of time has passed. However, there are times when a workflow does not produce the expected result. This article is not an exhaustive list of possibilities as to why the workflow did not function as expected. Rather, it seeks to help you troubleshoot and further understand the issue at hand.

  • Understanding and Setting Up Workflows

    Workflows enable you to automate repetitive tasks to help increase efficiency and ensure business processes are followed. With each workflow you set up in Sugar, you can define a set of conditions to be met and any combination of alerts and actions to trigger once the conditions are satisfied.

Last modified: 08/31/2016 05:58pm

Back to top Contents