Workflows enable you to automatically manage data and customers.
Examples
When a customer gets to a certain stage in the sales cycle it could be moved automatically to another Owner.
When a record has been called 3 times unsuccessfully it is moved out of the call queue.
When a record is saved with a certain Response, move it out of the call queue or Database Area.
When a caller is asked to send information the system automatically sends a merged email with attachments and schedules a callback to a preset date/time.
When a customer has a certain action, a multi-step email campaign is triggered.
Moving a record to another Owner
This option is controlled by the Status. Go to the Menu option, Setup > Customer Status
Edit the required Status, select the Owner you want the Account to have when this status is selected and saved in the Workflow heading.
Call count control
To configure the maximum number of times a record can be called go to the Menu and select Setup > Database Areas to edit the required Database Area.
Open the section Callback management.
Select the Call count type: Disabled / Response / Status
With the setting on Response or Status, the system looks at the number of previous Wrapups with one of the selected values. If the count is greater than the Max Count then the Status is changed automatically to the value selected here.
Response settings
Go to the Menu, Setup > Responses.
Select the required Response. Below is a list of possible options to set up within a Response:
Automatically send up to 2 merged emails when this Response is selected.
Workflow
Automatically set a field to a specific value.
Copy the Account to another Database Area.
Move the Account to another Database Area.
Message a user
Start a marketing campaign
Control sending of appointment details to MS Outlook or Google Calendar
Click here for more information on how to set up these settings for Responses.
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