Processing Activities using Workflow and Queues

Posted on August 13th, 2009 Mitch Milam  Print 1 comment

One of my customers has a fairly interesting process that I thought I would share with you.

They move activities from one department to another by setting a Current Stage field to indicate the current state of the work being performed on the activity.  It looks something like this:

Routing Activities to Queues

On of the rather interesting things about the CRM 4.0 workflow process is that you can actually route activities to a queue by simply assigning the activity to the desired queue.  I use that technique in the following workflow:

This workflow works using the following criteria:

• When an email is created
• When the attribute Current Stage is modified

The workflow will review the value of the Current Stage attribute then assign the email to the appropriate queue.

Note: To make things easier for the user and administrator, we make the Current Stage picklist values and the names of the queues the same.

For each activity type that you need this process performed on, you’ll need to add the Current Stage attribute to the form, then create a corresponding workflow rule to handle the routing.

Conclusion

While this solution may not seem like much at first, it does showcase the power of the CRM 4.0 workflow process and can save small amounts of time that add up to big overall savings.

Customization, Dynamics CRM, Workflow

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