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MS CRM 3.0 - Lead Workflow HELP needed

Posted on 2008-10-31
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Last Modified: 2013-11-24
I am trying to setup a workflow for lead entity in crm 3.0. However, I can't seem to get anything to work. When I have gotten something to work, I get stuck in a loop and the emails just keep triggering and don't stop. So I'm starting from scratch once again and here is the workflow I need to setup somehow:

After a lead is assigned to a sales person, I need to determine that they "accept" or "decline" the lead. To do so I have created a custom picklist for them to pick "accept", "decline", etc.

Parallel to this, I created a custom "due date" for them to take action on this lead. So the person entering the lead gives the lead some kind of deadline based on the customer discussion. It doesnt work to always set the deadline 3 days out from assignment due to holidays, weekends, etc.

Here is what I would like to happen:

(1) If they hit "decline", have that lead reassigned back to me
(2) However, with the "due date" in mind I mention above, I need to know by this date if the field is still null so that I can get an email and follow up with the sales person as to why they haven't "accepted/decline" the lead.

This doesnt seem hard on paper but I can't get it to work in a workflow format.

Please let me know if you have any suggestions. I don't know code, just have to use whats in CRM workflow configuration.
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Question by:AB021
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by:WilyGuy
WilyGuy earned 500 total points
ID: 22854797
Couple of quick thoughts.  You are talking about changing the Owner?

What kind of rights do you have in the system?
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by:WilyGuy
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Also, are there multiple people assigning these? (if they hit decline, it should ALWAYS come back to "you"?)
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by:AB021
ID: 22854888
Assinging lead from sales person is essentially changing the owner, I am the owner when I create the lead and then I assign the lead to a sales person so they become the owner.

I have full admin rights. But other people will be assignging the leads as well and they won't have full admin rights.

Yes, multiple assigning and if they hit decline, it should always come back to me, only me.
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by:WilyGuy
WilyGuy earned 500 total points
ID: 22854979
OK, so first, I am not going to use NULL, so I would create a third picklist value of "Assigned" and make that the default value.

So the first workflow should be easier than the second, because you are looking for a "change event" from Assigned to Decline.

What do you want to happen to the date if it is accepted?  in other words, we have this date that is not supposed to be exceeded, so what is going to change it?  Are we blanking it out if it is accepted, or is the meter still running?  Are you making it so the user can change it or is it in some way hidden?
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AB021 earned 0 total points
ID: 22868453
the only probem with having "assigned" as the default is that the sales person will most likekly never change anything and never act on the lead, but meanwhile I think that they've accepted it becuase they never clicked "declined". So I am trying to force them to say "accept" or "decline".

In regards to the date, I am not 100% sure how to tackle it. Basically, I wanted there to be some kind of due date for the sales person to accept/decline or just "act" on the lead somehow. However, I just want an email/alert to trigger to me if that date passes so I can see that they have not responded to the lead being assigned to them.

If they do accept the lead and the date passes, then I dont need an email sent to me. OR it could be I get an email no matter what with just the updated status on that due date.

I hope that makes sense, I'm just not sure if I'm trying to load too much into 3.0 version or if others have figured this out. Seems like a common business process for CRM.
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by:WilyGuy
WilyGuy earned 500 total points
ID: 22871990
the "Assigned" gives you a few things:
1. you don't have to query against NULL
2. you can create a new default view using Assigned as the key (sort of a queue for them)
3. you could likely add some onSave script to force them to change it, definitely more out of the box.

You need 2 workflows as far as I can see.
1. checks the save of a Sales Lead for change to the Accept Decline field.
   a. changes ownership on Decline back to you
   b. if you don't employ script above, you could force the ACCEPT for any save by the owner?
   c. sends email to you either way on a change to Decline or Accept
2. queries all leads for Due Dates that are older than today
   a. sends email to you
   b. could also change ownership as well.

Is that what you have and you can't get it working?  Maybe let me see what you have (so I don't reinvent the wheel)

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