Automating Process with Triggers

1. Automating Processes With Triggers

2. Agenda Types of Workflows in Apptivo What is a Trigger? Common Example of Triggers Product Demo- Components of a Trigger Product Demo – Creating Some Examples Together

3. Types of Workflows In Apptivo

4. Two Types of Workflows Available Standard Features Custom Configuration • Conversion Flows • Service Level Agreements • Reminders • Approvals • Email Notifications • Accounting Rules 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.

5. Service Level Agreements Create Different Events for Each Business Rule Define Then Event an Automation Should Occur, and the Desired Actions

6. What is a Trigger?

7. 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: • Event Based Triggers • Time Based Triggers • Activity Based Triggers Triggers are currently available in these apps: Leads, Opportunities, Contacts, Customers, Cases Triggers are available in the Enterprise Plan

8. Common Examples of Triggers

9. 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. • 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. • 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. • 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. • 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. • 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”. • 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.

10. Product Demo Components of a Trigger

11. Three Components of a Trigger Name, Status, Event Types, and Frequency Criteria to Check for Business Rules Actions to Perform When Criteria is Met

12. Actions Supported Update the Value of Any Attribute on This Object (or any related object) Send Emails to Employees or Customers Each Type of Attribute Can be Updated Differently

13. Product Demo Building Some Examples

14. 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. • 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. • 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. • 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. • 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. • 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”. • 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.

15. 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: Create Criteria: Old Priority <> “High” AND New Priority = “High” Actions: Send Email Template “High Priority Case Notification” to “Laurie Michaelson” Trigger 2: Event: Update Criteria: Old Priority <> “High” AND New Priority = “High” Actions: Send Email Template “High Priority Case Notification” to “Laurie Michaelson”

16. 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 Opportunities Actions: Update Attribute “Assigned To” to “Laurie Michaelson” Trigger 2: Criteria: Type <> Feedback AND Type <> Partnership Opportunities Actions: Update Attribute “Assigned To” to “Edna Jones”

17. 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 AM Criteria: Sales Stage = “Proposal/Price Quote” Actions: Send Email Template “Stale Quote Alert” to Attribute “Owner”

18. 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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