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How to send reminder if no account activity in last month

Posted on 2008-10-26
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Last Modified: 2013-11-27
Hi,
I'd like to set up a workflow so that if there is no email activity to or from a particular account (any of the child contacts), a reminder email is sent to the owner of that account.

Any ideas on how I could achieve this?

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Question by:nick34567
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WilyGuy earned 1500 total points
ID: 22812256
Not sure Workflow is the best way to go.  What would you use to call it?  Would it be manual?
The firing conditions on a workflow don't lend themselves to things "not happening"
In addition, there is no ootb way to check for something that doesn't exist.

More likely you want a custom report.  That lends itself more to a manual process, though.

I could see a SQL procedure or nightly job to run a query to check for activity related to an account.  With that information, you could update a flag in CRM (likely unsupported).

Advanced Find is another tool, but because we are looking for a "sub-entity" that is possibly NULL (if there has never been an email) that is going to be less effective.

You could create a custom field in CRM for "Last Emailed" on the Account Entity.  Then every time you create an email a workflow updates that flag.  Then you could query on that flag (you could set it initially with the account creation date, so it would never be NULL and would include accounts that had NEVER been emailed).  This should work for emails that are created in the web client and should for outlook emails, but if the client emails you and you simply track it, I am less sure.
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Author Comment

by:nick34567
ID: 22817542
This has been my dilemma.  

I have already set up 'Last Contact' field on the Account entity, which is updated whenever an email is created in the database - this works with both incoming and outgoing.  I think I will set a workflow to timeout until a month after this fields value, then send notification and update last contact to the current date, and start itself again.

It's a bit messy though,and would make allot more sense if a check could be done each night.

Would the SQL procedue be hard to set up?
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Expert Comment

by:WilyGuy
ID: 22817755
Well, if you already have the flag working, you are more than half way there.

The kicker for you is how are you going to use the workflow?
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Author Comment

by:nick34567
ID: 22817834
Just started doing this as I got sick of trying to think up a better way to do it.

WF1:  Update Last Contact date, fires on creation of email.
WF2:  Fires on creation of account.  I'll need to kick it off manually for existing accounts.  Times out until a month after Last contact date, sends notification, updates Last Contact date and fires itself again.  I''ve also put a 'Last Contact Name' field so I can determine whether the Last Date was set by workflow or by an actual activity - the notifications will reflect this.

Seems awfully messy though....

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Expert Comment

by:WilyGuy
ID: 22820177
So the workflow is running against each account and IT is sending an email to the account, or the owner of the account?
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