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CRM Deep Dive: Workflows, Business

Rules, Security and Troubleshooting

# A L L I A N C E 2 0 1 7

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2YOUR TRAINERS

IRINA KON

SOLUTION ARCHITECT

JOINED SPARKROCK IN 2015

ULRIKE KRUGER

SENIOR APPLICATION

CONSULTANT

JOINED SPARKROCK IN 2013

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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 IntroductionsQuick 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

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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

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Wo r k f l o w s

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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.

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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

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CONSIDERATIONSUsers 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

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DEFINE

Define and document the business

process.

01ANALYZE

Consider the current system: other

workflows running? Plugins exist?

Queues set up? Attributes available?

02CONSIDER

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.

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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 STARTEDSteps to take in consideration of adding a workflow.

DEPLOY

Plan for appropriate timing and impacts.04

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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

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B u s i n e s s R u l e s

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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.

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WHY USE BUSINESS RULES?

Automation and validation.

Increased

Efficiency

Increased

Accuracy

Streamlined

Processes

Cleaner Forms

and UX

Guide users Validate the

data

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CONSIDERATIONSUsers 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

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DEFINE

Define and document what the forms

need to look like, any required fields

and order of data entry.

01ANALYZE

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.)?

02CONSIDER

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.

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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 STARTEDSteps to take in consideration of adding a business rule.

DEPLOY

Easy to deactivate if they don’t function

as expected.

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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

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Questions?

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H A N D S O N

S C E N A R I O S

2101 DEFINE - SCENARIOStep 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 NewJob 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

RankDate Interviews completed

7-1 REJECT: Hiring Manager Rejects candidates Hiring Manager Date Rejected/Withdrawn

Cancel/Withdrawn ReasonCancel/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]

2202 ANALYZE - DESIGNStep 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 NewJob 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

RankDate Interviews completed

7-1 REJECT: Hiring Manager Rejects candidates Hiring Manager Date Rejected/Withdrawn

Cancel/Withdrawn ReasonCancel/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]

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Questions?

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S e c u r i t y

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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 form04ASSIGN THE ROLES

Assign the user to a Business Unit, Security Role and Field

Security Profiles05

TEST, RINSE AND REPEAT

Log in with different users to test, tweak and repeat06

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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. 1Director

Dept. 1 Hiring

Manager[Sally]

Dept. 2Director

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

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• 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

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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

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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

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SECURITY Exercise 1

Securi ty implementat ion

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• 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

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SECURITY Exercise 2

Field Securi ty

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• 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 Mult i -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

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SECURITY Exercise 3

Mult i -Form

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More on Security Roles

Types of security roles and other CRM impacts such as dashboards,

reporting, business process flows, customization, setup02

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 Securi ty Topics

Record Ownership (Assign / Share)

Controls what information that user can update on a form01

3601 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

3702 More on Securi ty Roles

Security Roles also defines access to:

• Dashboards

• Business Process Flows

• Reports

• Charts

• Customization

• Importing

• .. And many more …

3803 Access Hierarchy/Posit ions

Introduced in 2015, an additional layer that allows access

based on

• manager or,

• position hierarchy

3904 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

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Tr o u b l e s h o o t i n g

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Let’s make i t break, and then f ix i t !

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Questions?

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