At ForgeXRM, we help businesses unlock the full potential of Microsoft Dynamics 365 and Power Apps by designing tailored Workflows and Actions that drive efficiency and deliver results. Over the years, we have worked with diverse industries to streamline their operations, and we are excited to share insights on how custom Workflows and Actions can bring significant value to an organization.
Dynamics 365 Workflows are a series of steps and rules designed to automate business processes or tasks. Complementing Workflows, Actions provide a more versatile way to compose business logic, enabling organizations to tackle complex scenarios with ease.
Workflows in Dynamics 365
What is a Workflow?
A Workflow enables the addition of complex processing steps to configurable workflows. A Workflow can be triggered either on demand or by specific events. Using a user-friendly point-and-click interface, power users can configure Workflows without needing extensive technical expertise.
Key Facts about Workflows:
Workflows operate as process steps within a CRM workflow or dialog and cannot run independently.
They support input and output parameters, making them versatile for a lot of different business scenarios.
Workflows lack precise control over execution order.
Workflows can be deactivated (unpublished) as needed.
When Should You Use Workflows?
Choose Workflows when flexibility, reusability, and non-development resource involvement is important.
Workflows rely on standard triggers like create, update, status change, delete, and on-demand execution. How and when you want a Workflow to trigger can oftentimes help define when a Workflow is an appropriate solution.
Use Cases for Workflows in Dynamics 365:
Scenario 1: Deactivating Related Records
Property Management Company: One of our customers is in real estate management and leverages Workflows when a lease agreement record is deactivated, a Workflow automatically deactivates associated tenant records and updates related property information.
Benefits: Saves time and ensures consistency with data management and information accuracy.
Scenario 2: Automated Calculations
Healthcare Organization: We have a non-profit customer that coordinates patient care, and when a patient’s date of birth is entered on their intake form, a workflow calculates their age and updates multiple forms automatically.
Benefits: Streamlines data entry and minimizes errors that can occur when re-keying the same information in different areas of the same system.
Actions in Dynamics 365
What are Actions?
Actions are a type of process and extend Dynamics 365’s functionality by enabling the creation of custom messages tailored to unique business requirements. While out-of-the-box CRM includes standard messages (e.g., create, update, delete), Actions allow businesses to define custom messages such as “approve,” “reject,” or “delegate.”
Key Facts about Actions:
Actions are executed under the security context of the logged in or “calling user”.
Actions support both input and output arguments.
Unlike Workflows, Actions don’t have to be associated with a specific entity and can be called on their own from a global perspective.
Data changes resulting from Actions can be audited.
Why Use Actions?
Actions provide a clear and organized way to define operations tailored to specific business needs. They can also be invoked from Workflows, further extending the capabilities of your business process automation scenario.
For instance:
Verbs or “messages” like “Escalate,” “Convert,” or “Schedule” expand the vocabulary available for defining workflows, enabling more descriptive and meaningful processes.
They simplify the tracking and management of entire processes by consolidating multiple steps into a single, easily auditable process.
Use Cases for Actions in Dynamics 365:
Scenario 1: Streamlining Support Operations
Insurance Broker: One of our customers is a large health insurance broker that provides call center services on behalf of smaller insurance agencies. They created an “Escalate” Action that bundles multiple operations (e.g., create, assign, action item and response due date) and routes different aspects of the service request to the appropriate internal product team. Each routed and returned response is then combined into a single and comprehensive service response back to the customer.
Benefits: Reduces complexity and ensures consistency in the escalation processes. It also distributes aspects of a service request to the most appropriate subject matter experts ensuring a fast and educated response.
Scenario 2: Simplified Integrations
Equipment Manufacturer: We have a customer that manufactures and services hospital equipment. We worked with them to create a “Dispatch” action button in Dynamics 365, which is integrated with their logistics and scheduling system. The “Dispatch” button automates the scheduling process for a repair request or when preventative maintenance and a technician needs to be scheduled.
Benefits: Provides seamless connectivity across business systems and organizational processes. This prevents manual errors caused by application switching and re-keying duplicate information into multiple systems or in different areas within CRM.
The “Dispatch” Action automation consolidated nine manual steps into one push of a button. This automation has significantly increased the productivity of our scheduling team. It also reduces the number of errors caused by incomplete data entry which can have larger implications in terms of cost and a negative customer experience.
Both Workflows and Actions are essential tools in Dynamics 365, but they cater to different aspects and requirements for business process automation. Workflows offer flexibility and ease of use for task automation, while Actions provide a structured, reusable framework for complex business logic and integrations. Understanding when to use each ensures maximum efficiency and effectiveness in your Dynamics 365 implementation.
Ready to streamline your business with Dynamics 365 Workflows and Actions? The Microsoft Dynamics 365 and Power Platform experts at ForgeXRM are here to help you optimize processes and drive success through intelligent business process automation. Let us help you achieve more—connect with us today!
By Ryan Plourde, ForgeXRM, www.forgexrm.com
