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Automating ProcessesWith Triggers

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Agenda

1. Types of Workflows in Apptivo

2. What is a Trigger?

3. Common Example of Triggers

4. Product Demo- Components of a Trigger

5. Product Demo – Creating Some Examples Together

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Types of WorkflowsIn Apptivo

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Two Types of Workflows Available

Standard Features

• Conversion Flows

• Service Level Agreements

• Reminders

• Approvals

• Email Notifications

• Accounting Rules

Custom Configuration

Field Dependencies – Use the master layout to show/hide fields & values to guide users through the business flow.

Triggers – Perform automated actions based on events that you define.

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Service Level Agreements

Create Different Events for Each Business Rule

Define Then Event an Automation Should Occur,

and the Desired Actions

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What is a Trigger?

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Overview of a Trigger

A trigger is business rule which can perform automatic actions based on an event inside of an Apptivo app.

There are three types of triggers:

1. Event Based Triggers

2. Time Based Triggers

3. Activity Based Triggers

Triggers are currently available in these apps: Leads, Opportunities, Contacts, Customers, CasesTriggers are available in the Enterprise Plan

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Common Examples of Triggers

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Processes Implemented by Triggers

There are limitless applications for triggers, but there are six key purposes a trigger can serve. Note that each example starts with “When”; a trigger is about defining a special event when automations should occur.

1. Special event notifications• When a large deal closes, notify the manager of that division.• When a high priority case is raised, notify the support manager.

2. Automated assignments• When a lead comes in, assign to a sales rep based on territory.• When a case comes in, assign it to a sales rep based on the type of issue.

3. Stale record alerts• When an opportunity in the quote stage hasn’t been updated in 2 days, notify the owner.• When a high priority ticket is not updated for 24 hours, notify the support manager.

4. Custom approval workflows• When a special type of case is resolved, notify the support manager to review before closing.• Before moving to the quote stage for a large deal, get approval from the regional manager.

5. Flagging data for reports & queue• When a deal is first moved to the quote stage, set the current date into a custom field, • When a case is resolved on the first day it was opened, set a custom field to “Yes”.

6. Performing actions on behalf of a user• When an employee resolves one case, automatically resolve other associated cases.• When a combination of fields is completed by a user, automatically complete other fields for them.

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Product DemoComponents of a Trigger

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Three Components of a Trigger

Name, Status, Event Types, and Frequency

Actions to Perform When Criteria is Met

Criteria to Check for Business Rules

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Actions Supported

Update the Value of Any Attribute on This Object(or any related object)

Each Type of Attribute Can be Updated

Differently

Send Emails to Employees or

Customers

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Product DemoBuilding Some Examples

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Processes Implemented by Triggers

There are limitless applications for triggers, but there are six key purposes a trigger can serve. Note that each example starts with “When”; a trigger is about defining a special event when automations should occur.

1. Special event notifications• When a large deal closes, notify the manager of that division.• When a high priority case is raised, notify the support manager.

2. Automated assignments• When a lead comes in, assign to a sales rep based on territory.• When a case comes in, assign it to a sales rep based on the type of issue.

3. Stale record alerts• When an opportunity in the quote stage hasn’t been updated in 2 days, notify the owner.• When a high priority ticket is not updated for 24 hours, notify the support manager.

4. Custom approval workflows• When a special type of case is resolved, notify the support manager to review before closing.• Before moving to the quote stage for a large deal, get approval from the regional manager.

5. Flagging data for reports & queue• When a deal is first moved to the quote stage, set the current date into a custom field, • When a case is resolved on the first day it was opened, set a custom field to “Yes”.

6. Performing actions on behalf of a user• When an employee resolves one case, automatically resolve other associated cases.• When a combination of fields is completed by a user, automatically complete other fields for them.

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Example #1 – Special Event Notification

Business Rule: When a high priority case is raised, notify the support manager.

Type of Trigger: Event Based# of Triggers Required: 2

Description: Whenever a case is created, or updated to “High” priority, notify the support manager Laurie.

Trigger 1:Event: CreateCriteria: Old Priority <> “High” AND New Priority = “High”Actions: Send Email Template “High Priority Case Notification” to “Laurie Michaelson”

Trigger 2:Event: UpdateCriteria: Old Priority <> “High” AND New Priority = “High”Actions: Send Email Template “High Priority Case Notification” to “Laurie Michaelson”

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Example #2 – Automated Assignment

Business Rule: When a case comes in, assign it to a sales rep based on the type of issue.

Type of Trigger: Event Based# of Triggers Required: 2

Description: In this scenario, we want incoming cases that are “Feedback” or “Partnership Opportunities” to be assigned to the marketing manager, while all others are assigned to the support lead.

Trigger 1:Criteria: Type = Feedback OR Type = Partnership OpportunitiesActions: Update Attribute “Assigned To” to “Laurie Michaelson”

Trigger 2:Criteria: Type <> Feedback AND Type <> Partnership OpportunitiesActions: Update Attribute “Assigned To” to “Edna Jones”

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Example #3 – Stale Record Alerts

Business Rule: When an opportunity in the quote stage hasn’t been updated in 2 days, notify the owner.

Type of Trigger: Time Based# of Triggers Required: 1

Description: Every morning we want to check for opportunities currently in the quote stage, and if they haven’t been updated in the last 2 days, send an email to the sales rep who owns that deal.

Frequency: Daily at 9:00 AMCriteria: Sales Stage = “Proposal/Price Quote”Actions: Send Email Template “Stale Quote Alert” to Attribute “Owner”

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Example #3 – Custom Approval Workflow

Business Rule: Before moving to the quote stage for a large deal, get approval from the sales manager.

Type of Trigger: Time Based# of Triggers Required: 2

Description: When a deal is going to be advanced to the quote stage, a manager must first review and provide their approval before the sales rep can move forward.

Trigger 1:Criteria: Old Approval Status <> “Requested”, New Quote Approved = “Requested”Actions: Send Email Template “Quote Approval Requested” to “Laurie Michaelson”

Trigger 2:Criteria: Old Quote Approved <> “Yes”, New Quote Approved = “Yes”Actions: Update Attribute “Approval Status” = Approved”

Send Email Template “Quote Approved” to “Owner”Trigger 3:

Criteria: Old Quote Approved <> “No”, New Quote Approved = “No”Actions: Update Attribute “Approval Status” = Rejected”

Send Email Template “Quote Rejected” to “Owner”

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Thank You!

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