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Using workflows based on an event NOT occurring RRS feed

  • Question

  • I need to monitor a salesperson activity and want to create an email alert if a sales person does NOT follow-up with a specific contact record within 72 hours of a record creation time. Creating a workflow based off an event is simple. Where I struggle is I need to trigger a workflow if something does NOT happen.

    Here are additional details. I am working in CRM 2011 On Premise. I have a custom entity where a lead comes in from Marketing and a sales person "claims" the lead by assigning themselves as the owner of the "Sales Lead" record. The Sales Lead record is associated with a specific contact record. Once the owner has been assigned to the Sales Lead, the sales person must follow-up with the contact and log the activity (as an activity record - phone, task, meeting, etc) in CRM. I want to watch for this activity and only if a record is NOT created do I want a workflow to send an email. I would prefer NOT to create an open activity record at the time the lead is claimed and then watch that record to close. I need the sales person to create the record.

    Any suggestions?

    Wednesday, April 11, 2012 7:48 PM

All replies

  • Hi,

    Here's a suggestion;

    Create a new date/time field on your lead record called 'Date of last activity'.

    Add a workflow to each activity type that fires on create and has the following pseudo-code:

    IF regarding(lead) contains data

       UPDATE Lead - Date of last activity with activity created on.

    OTHERWISE cancel

    Then, add a workflow to your lead entity which fires on assignment and has the following pseudo-code:

    IF Owner = (your sales team / selection of sales users)

        TIMEOUT = 4 days Duration

         IF 'Date of last activity' is greater than 4 days before process execution time

             End - lead has had an activity within the last 4 days

         OTHERWISE - send email to chase the sales person

    OTHERWISE Cancel

    Don't forget to check the 'Automatically delete completed workflow jobs (to save disk space)' flag in the administration tab as there will be lots of workflows fired (and cancelled) for the activities that aren't set regarding leads.

    Rob


    Microsoft Certified Technology Specialist (CRM) GAP Consulting Ltd Microsoft Community Contributor Award 2011

    Wednesday, April 11, 2012 8:11 PM
    Answerer
  • Rob, thanks for the suggestion. I can't count on a sales person marking the activity record with the correct regarding reference. It's a long story but essentially I can't dictate any sort of process or procedure for sales to follow - I have to create a system that will work around them. Sales does know that they need to log an activity record but they may not log it correctly and I need to be able to still monitor it. One thought I had was to create an open task when the lead is claimed and then monitor the created task to close but my VP of Sales won't let me do that.

    Friday, April 13, 2012 2:07 PM
  • Hi Hayden,

    If the sales users can't be trusted to update the system correctly and the sales manager won't let you create a task for them that just needs to be marked as complete, then I think you need to point out to the VP of sales that he isn't very likely to get performance metrics for his team. The system obviously needs some form of input to say that a lead has been followed up. If setting a task to complete is unacceptable then what would the VP of sales deem as an acceptable method of updating the system?

    Rob


    Microsoft Certified Technology Specialist (CRM) GAP Consulting Ltd Microsoft Community Contributor Award 2011

    Tuesday, April 17, 2012 8:44 PM
    Answerer