Introduction
Workflow management allows you to automate your sales, marketing, support processes, in which the records, tasks are assigned or transferred from one user to another for action, according to a set of predefined rules. The workflow rule is triggered when record meets the specified matching criteria. The key benefits of Workflow are Improved efficiency by eliminating many unnecessary steps in records and tasks assignment, better process control by improved business process through standardizing working methods and reduced operating costs.
For example, Zoho CRM provides a sample Lead Assignment rule in Leads module (based on Workflow rules) for assigning leads generated through import or web integration to lead owners (Sales Reps) based on different criteria automatically. The matching criteria can be region, country, company, etc. Immediately after matching the criteria a new task is created and assigned to the lead owner according to company's business process. It will also notify the lead owner about the new lead assignment in an appropriate E-mail template.
Another sample workflow rule in the Zoho CRM system is Big Deal Alert. This rule is executed when the Sales Amount and probability of winning the business opportunity crosses the significant value, which can be notified to the management and other colleagues in your Sales team.
You can associate workflow rules with alerts (e-mail message), tasks, or both. To send a notification to the recipients, you must associate an alert to the rule.
You can perform the following operations in Workflow module:
 Note: Workflow rules will be triggered only when you create a new record, update the existing record or both depending upon workflow rule settings. |
While setting up Workflow rules, first create a rule with suitable matching criteria. You can perform the following operations in Workflow module:
- Create/modify/delete workflow rules
- Activate/deactivate workflow rule
To add workflow rule
- Click the Setup link.
- In the Setup Home page, click the Workflow Settings link.
- In the LHS tree expand the Workflow Setting link and click the Workflow Rules link.
- In the Workflow Rules page, some of the existing rules are displayed. Click the New Rule button.
- In the Select Record Type page, select the module from the Module drop-down list. Click the Next button.
- In the New Rule page, under the Rule Details section, specify the following:
- Record Type: Display the module selected in the previous page (Select Record Type)
- Rule Name: Specify the name of the rule
- Description: Specify additional details about rule.
- Active: Select the Active check box to enable the rule. By default the check box is selected. If you do not want to enable the rule disable the check box.
- Evaluation Time: Select one of the following options:
- Evaluate this rule when new records are created: Select this option to trigger the rule when a new record is created.
- Evaluate this rule when new records are created and existing records are edited: Select this option to trigger the rule when record is created/modified.
- In the Rule Criteria section, specify the matching criteria. You can select multiple criteria.
- Click Save. A new workflow rule is displayed where you can add alerts and tasks.
Setting up Workflow Alerts
Workflow alert comprises of an e-mail template, which is used to send mass e-mail notification to all the specified recipients. An E-mail message will be sent to the recipients upon triggering the workflow rule. For each workflow rule, you can associate only one alert (E-mail template).
To add workflow alert
- Click the Setup link.
- In the Setup Home page, click the Workflow Settings link.
- In the LHS tree expand the Workflow Setting link and click the Workflow Alerts link.
- In the Workflow Alerts page, some of the existing alerts are displayed. Click the New Alert button.
- In the New Alert page, do the following:
- In the Alert Details section, specify the name of the alert and select the E-mail template from the Name and E-mail fields respectively.
- In the Recipient Details section, select the recipients of the alert form the Available Recipients list box. You can also notify alert to the other users by specifying E-mail IDs in Additional Recipients text box.
- Click Save. An E-mail based alert is created, which can be associated to the workflow rules.
The task can be associated to workflow rule in case you are planning to create a task upon triggering a workflow rule. For new records tasks will be created for the users with a default values specified the workflow task.
To add workflow task
- Click the Setup link.
- In the Setup Home page, click the Workflow Settings link.
- In the LHS tree expand the Workflow Setting link and click the Workflow Tasks link.
- In the Workflow Tasks page, some of the existing tasks are displayed. Click the New Task button.
- In the New Task page, specify the following:
- Record Type: Select the module.
- Subject: Specify the subject of the task.
- Priority: Select the priority of the task.
- Status: Select the default status of the task while creating it first time
- Notify Assignee: Select this option to notify task owner vai emai
- Due Date: Specify the date to execute the workflow rule. The due date is a combination
- Assigned To: Select the user to whom the task has to be assigned.
- Description: Specify additional details of the workflow task.
- Click Save. A new workflow task is created, which can be associated to workflow rules.
As part of the workflow management, notification through E-mail is one of the most important tasks. The E-mail notifications can be predefined so that upon triggering a workflow rule, predefined E-mail will be sent to all the recipients.
 Warning: If you are creating E-mail template for sending Emails to leads, do not merge the contact-related fields and vice a versa. If you are trying to merge both fields, you will experience some errors during E-mail creation. |
For more details about E-mail Templates refer to Working with E-mail Templates
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How can I create an alert to be able to email the case owner and the customer's email contact that is associated with the customer that you setup in the case? I can see how to do this with internal people but how can I create a new case, email the template to the owner of the case, and the email address on file of the customer that the case was opened on?
Thanks!
I want to set up a workflow where the system generates a task to follow up a lead which is under "attempted to contacted" lead status for more than 7 days.
Hi Amit Gupta,
You may create a Workflow rule from Setup --> Workflow Settings --> Workflow Rules with the criteria "attempted to contacted" and once you save it, create a task with WFRule Trigger Date "8" days. This task will get triggered at the 8th day for the follow up.
Thanks,
Adam.
I am also trying to send external emails. I can see how to setup auto emails to other users but what I need is to send emails to the leads themselves.
Please let me know if its possible?
thank
karen
Hi Karen,
Hope you are mentioning about the lead assignment rules. You may goto Setup --> Lead Settings --> Assignment Rules and create a rule for the users. With the help of this the leads will be assigned to the users automatically.
Thanks,
Adam.
I talked to someone at Zoho some time ago, and they assured me in this update Workflow rules would get, field update options. Very disappointed I do not see it, unfortunately it's enough of an issue that will keep my company from switching to Zoho.
We sort of tried it and due to some performance bottlenecks we have stopped it. It might few more updates to role this out. Sorry for any miscommunication caused for you.
Thank you,
With Best Regards,
Dilip,
Zoho CRM.
How do you fire out emails to leads and customers in the system? What kind of CRM only supports emails to internal users??
Hi,
You may send the emails from each lead from the Send mail section that is available below the description part of the record or you will be able to send the mass mail to the set of records from the lead list and click on More Actions button to click on Send Mail link.
The Zoho CRM supports sending notification emails and remainder mails to your internal users when tasks and events are created.
Thanks,
Adam.
It appears that the max trigger interval for setting a Workflow Task is 99 days from WFRule Trigger Date. Is that right? We have several work processes that are triggered from an annual date and run over the course of a year. I can work around this limitation by setting intermediate Rules and triggering activities from that...unfortunately that is a very clumsy work-around when intervals exceed 99 days. Any thoughts on making this more flexible?
Hi kmcdonald@cfluent.com,
Currently the workflow task trigger interval is allowed to 99 days. We will provide more interval to provide in the interval at the earliest.
Thanks,
Adam.
Hi Adam:
I would like to make a remaind e-mail. such as...according to our invoice date...after we sold the machine for 1 mouth 2 mouth or half years.. we need to send a greating mail . and this remaild e-mail can send a mail to our user to remind them to send ..
How can I set up ??
Thank you very mcuh..
Hi zoe.chang@boxcluster.com,
You will be able to achieve your requirement from Setup --> Workflow Settings. Try creating a workflow rule and from there you will be able to trigger the task or alert for your users to send an email customers.
Thanks,
Adam.
Hi,
I try to create a "Workflow Tasks" that trigger the "Closing Date" associated to. Is it Possible?
Roland
Hi,
I would like to create a "Workflow Tasks" that trigger the "Closing Date" of the "Potentials" associated to. Is it Possible?
Roland
Hi Roland,
Yes. You will be able to trigger the workflow tasks based on the record status contains closed (eg:- lead or potentials) from the rules.
Thanks,
Adam.
Hi Adam,
Thanks for your answer, however when selecting "potentials" in the "workflow tasks", I can only trigger "WFRULE Trigger date" (the due date's drop down menu). This correspond to the creation date and not the Potential "Closing Date". Hope I give you enough explanations...:)
Roland
Hi Roland,
You have to mention in the Workflow rule criteria as Potential Status contains closed won or equivalent value that you are having. Once done, create the workflow task for that rule. This will work fine.
Thanks,
Adam.
Hi Adam,
Thanks for your answer, however I am still a bit confused.
I have created a "Workflow rule" with "Rule Criteria: Stage is Won". Then created a "workflow task. "Due Date: WFRule Trigger Date plus 0".
So it works well and the task is been created in potentials!
BUT, the TASK is been created triggering the date of the update has been made, and not the date "closing date" of the potetial.
Is it possible to trigger the "closing date" of the potential, instead of the date the update has been made?
Roland
Hi Roland,
The workflow can be triggered based on the criteria that you provide. But it can't be triggered based on the closing date, currently.
Thanks,
Adam.
Hi,
Is it possible to set up an alert exclusively triggered by updating the field Status of a potential ? I tried checking "execute rule when record is modified" but annoyingly it sends an e-mail everytime ANY of the fields are modified, and not only the one I want to follow up.
Thanks,
Olivier
Hi Oliver,
We have plans to implement the exact feature in our future releases. Once its done, we will keep posted the update.
Thanks,
Adam.
can I set up a email workflow as leads are entered into the system, to send out a series of emails based on time inbetween emails not based upon time of the year?
j
Dear Zoho CRM,
The feature you are mentioning is a nice one to have. We will consider this feature and try to implement this ASAP.
Regards,
Parker Scott.
Hi
I setup my system to automatically generate a task with a due date associated with a Lead when it is created from my web-to-lead form.
When that task is overdue I would like to automatically send a reminder to the Lead (also check that the Status for the Task is not "Completed"). How do I do this?
Regards,
Gregg
Dear Gregg,
We cannot set a reminder automatically when the task is over due.You have to manually set the reminder and change the status to completed.
The feature you are mentioning is a nice one to have. We will consider this feature and try to implement this ASAP.
Regards,
Parker Scott.
Hi Parker
Is there a way to select a group of Tasks and send an email to each member (Lead associated with the Task) as a group i.e. batch process: send reminder, as opposed to sending individual emails ?
Regards,
Gregg
Dear Gregg,
You can send mass email to Leads and contacts from the respective pages from the Tools. You can send upto 250 emails per day. You can select the records that you want to send the email and you send an email template.
Regards,
Parker
Hi Parker
Thanks for the prompt response. I tried to check the "Send mass e-mail to the leads" but I received the following error "You do not have permission to create page in this wiki."
I want to make sure that I can filter the Leads that have an overdue Task associated with them and then send a mass email to all these Leads.
Any idea why I cannot view the page entry for this?
Regards,
Gregg
Hi Parker
I see that it's simply a link to another section on the same page. I still want to make sure that I can filter the list of Leads to include Leads with overdue Tasks associated with them and then sending the mass email.
Thanks,
Gregg
I have created a "date" field call "future follow up". I would like Zoho to be able to send an email to a sales person when the date they selected for "Future Follow Up" in Zoho is either today's date or if it goes past the day they selected for the follow up, Zoho would send an email out as kind of a reminder to the sales person to follow up with the customer.
Hi mighty_g (Gregg),
You will be able to get help from our Wiki but cannot create pages of your own here. Regarding sending mail using the overdue tasks associated to the leads is currently not available. We will consider your request for our future updates.
Thanks,
Adam.
Hi ryanburgoyne@gmail.com,
You will be able to send mass mails based on the field value using the Mass email Leads link that is available under the Lead Tools in the Leads tab. There goto Select Records tab and choose Manual Criteria to provide the criteria and filter the records based on the value that you need and send the mass mail based on it.
Thanks,
Adam.