Out-of-the-box, Sugar allows you to filter by Process Status and search by the Process Definition Name while this is useful if you are wanting to search for a process triggered for example, last week, you could still end up needing to scroll through pages of data.

We at Sugabyte have created an installable package that simply put; adds new filter options to the ‘Process Management’ List View page. This add on will allow you to filter your processes by Record Name|Date Created|Date Modified|Process Owner. This enhancement will drastically reduce the amount of time and effort it takes to locate a process and therefore allow you to check / review and update users with a quicker turn around. No more endless scrolling!

The filters will work in the same logic as any other List View filtering in Sugar, in that the filter can be a single line or a combination of multiple filters and can be saved for future use.

More information on this package can be found here.

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Logging calls from a module List View – Why?

I had a call from one of our successful SugarCRM customers asking what ways could we come up with to a way to improve the speed their telesales teams were logging calls.

I’m a fan of the CRM best practice of: before making a call, reviewing your contact data in full. Reviewing the history and planning the call.  However, in a telesales environment where they may be no data to analyse, there is a quicker way to logging real call records in SugarCRM.

How do you set this up in SugarCRM?

First of all, this will only work using the Advanced Workflow tool inside SugarCRM.  This is available for the Enterprise edition.  If you need to upgrade, you should talk to us.

It works by creating three fields in a Contact-based module. Such as the Leads module.

Then you need to create a Process Definition record using the Advanced Workflow tool in SugarCRM.

The trigger for the Workflow to start is simply the “New Call Notes” field is not empty.

The several actions are configured to:

VIDEO:

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A process might need at some point, dependent on the evaluated conditions, different possible outcomes and actions. This can be achieved by incorporating gateways into the Process Definition. There are four Gateways that can be used within the Process Definition: Exclusive, Inclusive, Parallel and Event-Based.

• Exclusive Gateways will evaluate several conditions but only direct the flow to or from a single path.
• Inclusive Gateways will direct a flow along all paths that accomplish their criteria, this could result in a single or multiple parallel flows.
• Parallel Gateways simply tell the process that two or more flows are all to happen at the same time.
• Event-Based gateways are similar to Exclusive gateways in the way that the process will only go forward with the flow that first accomplishes its criteria. Event-Based Gateways, however, evaluate which event has occurred first rather than which condition has been met first.

Shown below is an example of a Process Definition using an Event-Based gateway:

An example Process Definition where you may want to use an Event-Based gateway could be: When the Lead status changes to ‘In Process’, the process continues and changes the description field on the Lead record to show that the Lead is being worked with. However, if the lead status does not change for 2 days, then create a task for the assigned user to follow up. There are no configuration settings for Event-Based Gateways as they will follow the flow of the first event that takes place.

To achieve the first scenario, you can use the intermediate event ‘Receive Message’. If the gateway receives the message from the system that the status has changed to ‘In Process’ within 2 days, then the process will follow the top flow, changes the description field and ends as shown below:

However, it would not be ideal to have to wait for an unlimited amount of time for the Lead status to change without reminding the user to follow-up. Use a ‘Wait’ event and set the parameters to 2 days. The Event-Based Gateway will then evaluate which event happens first. If the Lead status does not change and the 2-day ‘Wait’ event is completed, then the process will follow the bottom flow and creates a Task for the assigned user of the Lead, reminding them to take action.

Event-Based Gateways are extremely useful when configuring a Process Definition with outcomes depending on occurring events.

If you would like training or support on the advanced workflow tool in SugarCRM, email support@sugabyte.com for more information.

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