@CRMUG Agenda Navitus and CRM Workflow vs. dialog Workflow usage Workflow creation Dialog usage Dialog Creation Combining workflows and dialogs Running processes Tools Questions

@CRMUG Navitus and CRM Pharmacy Benefit Manager Started on CRM on-line in 2010 Brought the system on-premise in 2011 Hired Administrator for system in late 2011 Usage of CRM Started with base functionality Using Leads/Opportunities to drive sales Management of accounts Workflows

@CRMUG Workflow vs dialog  Workflows – Uses data already in CRM – Notifications – Tasks – Appointments – Entities  Dialogs – Allows users to interactively enter data – Use like Call Scripts Document interaction with a client Fill out a form to start a lead/opportunity/account Terminate or cancel a contract

@CRMUG Workflow usage Generate a based on an entity status change Update dates on an entity based on dates entered elsewhere Change pipeline phase based on dates entered Generate a case based on an being received by the router Notify key leadership when an account is won Notify account representatives when an account is due for renewal Update fields required by CRM that we do not use Nesting workflows

@CRMUG Workflow Creation

@CRMUG Dialog Usage Cancel Contracts Terminate Contracts Call Scripts Form entry such as activities Creation of new Accounts Entry of Leads

@CRMUG Dialog Creation

@CRMUG Combining workflows and dialogs

@CRMUG Running processes Run from Ribbon workflow button Run from custom button

@CRMUG Tools Codeplex Visual ribbon editor Site Map Editor

@CRMUG QUESTIONS?