Connect With More Leads Using Workflow

 In Microsoft Dynamics CRM Blog

In a Learning Lab session last week I asked one of our participants how long they evaluated Microsoft Dynamics CRM before making a decision. He quickly replied, “Microsoft had me at Outlook Integration”. Funny comment, but it got me wondering how many other customers found something they liked about the product early on and never really looked into the rest of it. Don’t get me wrong, I love the integration, the dashboards and charts and the Advanced Find functionality too – but there is more just under the covers that you should at least be aware of if your goal is to make big improvements in how you sell, market or service your customers.

If you already know all there is to know about workflow you can stop reading right here and I won’t be offended. For the next few posts the goal is to expose you to the power that comes with workflow right out of the box. If you make it through the series I guarantee that by the end your mind will be swimming with ideas you want to implement.

Working Scenario:


Our Marketing Team is preparing to launch a campaign that they are sure will generate more leads than ever before. Our sales team has a history of “cherry picking” the leads that come in – so the leads that are not easy sales never get a call in many cases. The team is convinced a substantial amount of revenue is being lost. When we asked what the Lead Process looked like we were met with blank stares . . . so we made one up. After a few rounds of discussions we were able to document the new process so we could work from it.



With the diagram in hand it’s time to build our first workflow. To get started we navigate to:

  • Navigate to
    • Settings
    • Processes


  • Click on New


  • Enter the following properties:
    • Process Name: New Lead Initial Call Management
    • Entity:Lead
    • Category – Workflow
    • New Blank Process


  • Click on OK


  • Enter remaining properties
    • Scope: Organization
    • Available to Run: On Demand
    • Start When: Record is Created


Save and Close the form, that’s it for today. If you’ve made it this far drop me a comment and let me know what you think? In the next post it really gets interesting. We will be rolling up our sleeves and creating conditions and actions to match the process we laid out in the diagram. If you’d like a step by step guide so you can work through it right along with me let me know and I will get one out to you.



Patrick Lewis
As the Director of Business Outcomes and CRM Success, Patrick has more than 25 years in customer relationship management. He’s worked across Manufacturing, Professional Services, Sports, and Financial Services industries. Patrick’s primary areas of focus are organizational change management, and business process.
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