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If you would like to create a workflow in CRM 2011 that alerts the owner of an Account when an activity or note created by another user is added to the Account, then keep reading!

crm-101

There are a few things to know up front.

  • A separate workflow must be created for each activity type
  • A separate workflow must be created for the note entity, too
  • This workflow can be saved as a template for each activity type and edited for the different types of parent record types (such as Contact, Case or Opportunity)

Let’s walk through creating an alert when a Note is added to an Account that is owned by another user.

1. Navigate to Settings | Processes | New

2. Set the Create Process Screen

a. Process Name: Name it appropriately
b. Entity: Note
c. Category: Workflow
d. Click on OK

3. Set the Process Properties

a. Set the Scope to Organization
b. Select Start When: Record is Created

4. Add a check condition by clicking on Add Step | Check Condition

5. Click on <condition> (click to configure) to set the condition

create a workflow in CRM

SPECIFY CONDITIONS: We need to specify conditions so the workflow creates an email only if the new Note meets certain criteria.

6. The first condition ensures an email is sent only if the owner of the Account is different from the person creating the Note. We’ll be using a dynamic value to populate the condition.

a. Set the first field to Regarding (Account) so it looks at the Account
b. Owner
c. Does Not Equal
d. Click into the Enter Value area (we will select a Dynamic Value for this)

i. Change the Look For: to Owning User (User)
ii. Click on User

7. The second condition ensures that an email is only sent when the parent record is an Account, so an email will not be sent if a Note is created for an Opportunity or Account. This works because the Account Name is required and will always contain data.

a. Set the first field to Regarding (Account) so it looks at the Account
b. Account Name
c. Contains Data

8. Click on Save and Close

9. Click on Select this row and click Add Step

10. Click on Add Step | Send Email

Create the Email

11. Click on Set Properties

12. Set the From

a. Click into the From field
b. Under Dynamic Values, select Note | Created By | Click on Add | Click on OK

13. Set the To

a. Click into the To field
b. Under Dynamic Values, select Regarding (Account) | Owner | Click on Add | Click on OK

14. Set the Regarding Field to the Parent Account

a. Click into the Regarding Field
b. Under Dynamic Values, select Regarding (Account) | Account | Click on Add | Click on OK

15. Enter a Subject and Body as necessary

16. Click on Save and Close

17. Click on Save and Activate

18. TEST the workflow

Your finished product should look like this:

Looking for more tricks on workflows? Take a look at the following posts:

Happy CRM’ing!

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JoeCRM

Joe CRM is a CRM superhero who runs on pure Microsoft Dynamics CRM adrenaline. As the face of PowerObjects, Joe CRM’s mission is to reveal innovative ways to use Dynamics CRM and bring the application to more businesses and organizations around the world.