In part two of this blog series, we examine the role of technology in enhancing the customer experience in government with a focus on streamlining and automating customer-facing processes.
Workflows are a great way for achieving automation in Microsoft Dynamics CRM. PowerObjects has published numerous blogs already on various tips and tricks for using workflows in CRM. To add to this, here is a tip to trigger a workflow that sends an email notification when adding a note to a case in CRM.
In implementations where case management is used extensively, there is often a challenge to track and manage notes logged by users to cases. Although using activities is a much better practice to leverage, users often feel using notes is easier just for the sheer fact that it's free text data entry with an auto time stamp. This is one of the user adoption issues that organizations sometimes find a challenge to solve.
A simple workaround from a CRM admin standpoint is to trigger a workflow such as an email notification to the owner of the case whenever a new new note is added to a case. Notes seem to be a selectable entity in workflow, but with the conditional options there, CRM admins may find it difficult to figure out how to specify only when the entity is a case. There is "Regarding(Case)" field that can be used in combination with the "Case Number" field.
The screenshots below show the workflow configuration that can be triggered when a note is added to a case. Bonus tip: make sure to not use "Created On" Contains Data, as it will not trigger the workflow.
If this was helpful, you might want to check out these related blogs:
Stay tuned and we will bring to you more tips and tricks from Dynamics CRM world.