This post forms part of a series I’m creating aimed at helping people prepare for the MB2-712 certification. (Microsoft Dynamics CRM 2016 Customization and Configuration). In my last post I looked at workflows, this time I will build on the topic of processes by looking at Business Process Flows.
Business Process Flows – Overview
All organizations will have specific business processes they follow, these could cover lead qualification, case logging / resolution etc. Each business process will include a number of stages and each stage will contain a number of steps. (or actions). Some steps may be mandatory before allowing the user to progress to the next stage in the process.
These business processes are referred to as business process flows. They may be linear with all stages applying in all situations, or they may contain condition branches. For example: Very large value opportunities may follow a different process to smaller opportunities.
The benefits of business processes include;
- Condition branching to enforce business best practice
- Easy customization to tailor them to specific organizational need
- Direction based conditions, meaning that one business process flow can span multiple record types. For example, when a lead becomes an opportunity.
CRM ships with a number of out of the box business process flows. Including common ones such as “Lead to Opportunity Sales Process” and “Phone to Case Process”. In addition, further example (ready to use) processes can be enabled. You do this by using the “Add Ready-to-Use Business Processes” option that can be found in the data management area of CRM settings.
Be aware that if you add these ready-to-use business processes they cannot be removed. So if you wish to experiment with them that is best done in a development environment.
I will often take an existing business process flow and tweak it to meet a company’s needs. It is also (obviously) possible to create new business processes from scratch.
Example Process – Lead To Opportunity Sales Process
By way of an example, I would like to look at one of the out of the box processes in greater detail. In my experience the process to qualify a lead and develop it into an opportunity is a perfect example of how to use a business process flow. So let’s look at that!
As you use this process, a few things to notice …
- Each stage is represented by a name chevron (arrow). Such a qualify, develop etc.
- The flag denotes the current active stage.
- The highlighted / coloured chevron is the currently selected stage.
- Below the coloured chevron you see the steps (field) that must be completed to complete this stage
- Some steps maybe mandatory, moving to the next stage will be prevented until entered
- Fields shown on in the business process may be repeated in the main form
The lead to opportunity business process flow is shown below;
Notice that with the lead to opportunity business process flow, qualifying the lead will progress from the qualify stage to the develop stage. And load the opportunity just created. Again it is important you try this. This demonstrates how one business process can span multiple entities.
It is worth noticing that the “flag” moves as the process progresses. (It denotes the active stage.)
It is also possible to click on arrows (next to the next stage button) to make a previous stage the active stage.
If you moved all the way back to the qualify stage, the lead would be displayed. But as the lead will have already been qualified it would be read only. If you do this, don’t forget that you’d need to also reactivate the lead if you need to change it.
Enabling Entities for Business Process Flows
Before you can create business processes on an entity it needs to be enabled for business process flows. We do this by amending the properties of an entity. (As shown below.)
Each business process flow will have a primary entity. If an entity is to be used within a business process flow as a primary or “secondary” entity it must be enabled for business process flows.
Once set you can NOT turn off business process flows. But having said that, just because an entity is enabled for business process flows doesn’t mean you have to use them with it!
When we enable an entity for business process flows some fields get automatically created on the entity. Including Process Session and Process Stage. These are links to the current process and the stage within it.
Create Business Process Flows
You create or amend business process flows in the processes option that you will find in the settings area of CRM.
In the processes option you will see all processes including business process flows, workflows, dialogs and actions. You can however change the view to focus on just business process flows if required.
Notice that each business process has a status. When you create a new business process flow it will need to be activated to make it live. (As it will start off in a draft state.)
Note: You can however edit a business process flow that is active!
Order Process Flow
It is possible for one entity to have multiple business process flows. The sequence that the process flows are presented to a user is governed by selecting the Order Process Flow option.
Below you can see that out of the box knowledge articles have more than one business process flow available. When creating a new article, the top process called “New Process” would be started. Assuming your role has access to that process.
Enabling for Roles
In addition to defining the order of business process flows they can be enabled for selected roles or all roles. Using the “Enable Security Roles” ribbon button.
Stages, Steps and Stage Category
A business process is split into multiple stages. Each stage is represented by a colored chevron as the process runs.
Each stage relates to an entity. All of the stages in a process can relate to the same entity. Or different entities can be used as the process progresses. For example, with the lead to opportunity business process flow processing moves from lead to opportunity after the qualify stage.
Each Stage is made up of a number of steps. (Each step being a field that should be completed at that stage in the process.) Some steps will be mandatory, some optional.
The fields in each step will show in the business process flow but the exact same fields can also present on the form.
The stage category is really just for reporting and logically groups the stages.
Understanding how to create a business process flow with a conditional branch will be required. Try actually creating a conditional branch, it will help you understand them! As always the best revision approach is to create “something” to see how it performs.
Below you can see that I have created a conditional branch which effectively adds an extra stage for leads with a budget greater than 20,000. In my example process some additional fields become mandatory before progressing to an opportunity.
You can see below that once this change has been applied an additional stage appears when the budget amount is greater than 20,000.
In summary, I have covered,
- Using business process flows.
- Enabling entities for business process flows.
- Creating a business process flow.
- Stages and steps.
- Setting the order of business process flows.
- Enabling business process flows for specific roles.
- Conditional branches.
As part of your preparation for the MB2-172 certification you should gain hands-on experience for all of these features. Doing so will help ensure you understand the concepts involved. I hope this post has helped you understand the basics of business process flows.