Automation

Automation

Email Administration

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• Create org-wide email addresses

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• Setup BCC email for compliance reasons

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• Enable email to SFDC that automatically logs email seat from 3rd party email accounts as actives on lead & contact records

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• Stop end users from downloading harmful attachments

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• Setup default footers for both individual and mass emails

Email Templates:

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• Maintain brand consistency

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• Save time with several out-of-box email templates

Email Templates can be set up for:

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• Web-to-lead

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• Web-to-case

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• Email-to-case

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• Assignment rules

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• Escalation rules

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• Auto-response rules

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• Workflow

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• Process

Email Template:

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• Text

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• HTML

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• Custom

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• Visualforce

Email Template Folders: My Setting | Email| Email Templates Setup | Communication Templates | Email Templates

Creating an Email Template in 4 steps

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• Choose template type

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  3. Text

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  6. HTML (with letterhead)

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  9. Custom (no letterhead)

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  12. Visualforce

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• Enter Template Information

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  3. Folder Description

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  6. Name

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  9. Specify letterhead

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  12. Choose layout

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• Enter Content

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  3. Return address

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  6. Text

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  9. Merge fields

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• Create text-only version

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  3. If this is blank, the text from the HTML version will be copied over automatically

Process Builder:

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• Create processes that execute actions when certain conditions are met

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• Add multiple groups of criteria & associate actions with each criterion

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• Create immediate & scheduled actions

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• Continue a process after a branch by choosing the “Evaluate the text criteria” option instead of “STOP”

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• Use versioning to easily track & maintain processes

Workflow tool allows you to automate business process using a visual interface

By default, a criteria node is set up STOP after executing actions

To use the “Evaluate the new criteria option”:

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• The Criteria node should include only immediate actions and no scheduled actions

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• The next criteria node must be defined

“Evaluate the next criteria” is helpful in process management because multiple actions for an object can be performed in a single process

Use cases for processes:

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• Send an email reminder to the account team if a high value opportunity is still open 10 days before the specified close date

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• Update all the mailing addresses on all child contacts when a billing address is changed on an account

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• Create records and notifications based on stages of an opportunity and schedule follow up tasks that execute based on changes to records

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• Create an order record with data in the opportunity stage changes to closed & won

Actions supported in processes

Process builder supports all the same actions as workflow rules:

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• Apex: add customized functionality

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• Create a record: create a new record

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• Email Alert: send an email using an email alert

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• Flows: trigger an auto launched flow to automate complex business processes

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• Post to Chatter: post the feed of a user, a Chatter group, or the record that started the process

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• Quick Actions: use this action to use an object-specific or global action to create a record, update a record, or log a call

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• Submit for Approvals: submit a record for approval without requiring you to submit manually

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• Update Records: update fields on records or any related records

Considerations for Processes

General:

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• Process do not support outbound messages, but the Call Apex action can be used to provide similar functionality

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• Actions are executed in the order in which they appear in the process

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• Criteria can be reordered in process with drag & drop

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• Name and Descriptions can be reused while creating a new process

Scheduled Actions:

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• Multiple scheduled action groups are supported for each criteria node

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• Scheduled actions cannot be used in processes that evaluate every time a record is created or edited

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• Scheduled actions cannot be used when using the “Evaluated Next Criteria” option

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• The Paused & Waiting Interviews list displays all pending scheduled actions

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• If salesforce executes the scheduled actions of an inactive user who started the process, the process admin receives a fault email with celestials about what happened & how to fix it.

A workflow rule:

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• Automates workflows based on an organizations requirements

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• Triggers workflow actions based on criteria:

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  • Evaluation criteria à Rule Criteria à Actions à Time Triggers à Action (Tasks, Email Alerts, Field Updates, Outbound Messages)

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    • Evaluation and rule criteria to trigger an action: Rules created after saving records do not trigger for those records retroactively

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Workflow Actions:

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• Workflow Tasks:

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  • Can be assigned to a user, role, record owner, record creator, opportunity team role, or account team role

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  • Are associated with workflow rules for the same type of record

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  • Shouldn’t be assigned to roles with multiple users

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  • Can be assigned to multiple users by creating multiple tasks as outcomes of the rule

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  • Are tracked in activity history and can be reported on

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• Email Alerts:

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  • Automatically send an email to one or more recipients

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  • Send a template email to user, role, record owner, record creator, opportunity team role, or account team role

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  • Can be sent to any email addresses populated in a custom or standard filed on the record

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  • Auto-generated emails are not automatically added to the activities related list

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• Field updates:

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  • Automatically change the value of a field

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  • Can be created for standard or custom objects

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  • Can be immediate or time-dependent

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  • Depending on the type of field, can make the value blank or calculate a value based on a formula

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  • Can retrigger workflow rules

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• Workflow outbound messages

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  • Send specific information to a designated endpoint

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  • Send the data in form of an API/SOAP message

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  • Can be created for Standard or Custom objects

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• Time-based Workflow Criteria

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  • Workflow actions can trigger immediately once a record is saved, or they can be time delayed

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    • Setup | Time-based workflow

Automating Leads:

500 new leads per day

Automating Cases (5000 new cases per day)

Preparing for web-to-lead or web-to-case

Create Custom Fields –> Create queues –> Create Email Templates

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• Create org-wide Email Addresses

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• Create Assignment rules à Create auto-response rules

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• Create web form

Creating and mapping custom fields: setup | Customize | Leads |Fields | Map Lead fields

Map custom fields to other custom fields of the same data type

Exception:

Lead: Field

Account, Contact, Opportunity Field

Picklist

Text

Text, Text Area

Long Text

Auto #

Text, Text Area

Creating queues: setup | Manage Users | Queues

Creating Assignment Rules:

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• Setup | Customize | Leads | Assignment Rules

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• Setup | Customize | Cases | Assignment Rules

Creating Auto-Response Rules

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• Create Auto-response rules to respond to the web submission of lead or cases

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• Only 1 auto-response rule can be active at a time

Enabling web-to-lead and creating the web form permissions have to be “Modify all data”:

Setup | Customize | Self-service | web-to-case

Testing the Form:

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• Save the form in HTML (form should already be generated)

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• Test

Order of Execution

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• Validation Rules

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• Assignment Rules

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• Auto-Response Rule

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• Workflow Rules

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• Processes

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• Escalation Rules

When using assignment rules to change case ownership, escalation rules are evaluated before assignment rules.

Web-to-case Feature has more template options than web-to-lead