Email Notification Workflows in Dynamics CRM

Quick Tip: Email Notification Workflows in Microsoft Dynamics CRM 2015

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Email notification workflows are one of the most common workflows I create for clients in Microsoft Dynamics CRM. These workflows allow you to automatically inform a team member, or even another department, of a task that needs to be completed, a purchase order that needs processing, or a hot new opportunity that needs attention. An example of a great workflow for marketing, is when you are able to tie in lead scoring. When a lead reaches a set score, you can notify a sales representative to let them know it’s time to make a call.

The most important question to ask before you create an email notification will always be, “is this needed?” Yes, there is such a thing as too many emails, and the more notification emails you have, the less likely a person will be to pay attention. Sometimes, automatically creating activities, such as tasks or phone calls, is the better approach.

Below are the steps to making a Microsoft Dynamics CRM 2015 email notification workflow. The example below is a workflow that will notify a sales representative when a new lead is entered into the system.

Step One

Navigate to Settings > Processes and create a new Workflow process. It is recommended to name this process something that makes sense and is specific to its job. An example for a new lead could be “New Lead – Sales Rep Notification”

For this process we will select:

  • Category – Workflow
  • Entity – Lead
  • Type – New Blank Process
  • Click OK

Microsoft Dynamics CRM Workflows 1

Microsoft Dynamics CRM Workflows 2

Step Two

The next step is to set up when we want the process to run and who can run it.

“Scope”, there are options for User, Business Unit, Parent: Child Business Unit and Organization. Similar to security, this will govern who can run this process based on the process owner. If you want it to run for everyone, select “Organization”, whereas “User” will mean the process will only run for whoever owns it. For our example, we will select “Organization”.

Next, we have “Start When”, which allows us to set when we want the process to trigger. From here you can set it up to run when a record is created, when it is assigned to someone, and also when a particular field changes. For our example, we want this to be “Record is Created”.

CRM Workflows - Workflow Created

Step Three

Next we put in our steps and set up the email we want to go out. Within this section we can add in conditions to limit when this process will fully run such as saying,” only if the lead owner is a member of the sales team”. For our example, we will not be adding conditions however the option is there for you.

  • Click “Add Step” and then “Send Email”
  • Add a description of the step to let others know what this is for
  • Click “Add Step” and then “Stop Workflow”
  • Click “Set Properties” next to “Send Email”

CRM Workflows - Workflow Created 2

This will open a window were we can set up the email message. Within this window, we can include static and dynamic text.

  • Click the lookup icon in the “From” field and select the user you want the email to come from
    • Note: From this lookup, you can send from a number of entities such as a contact, account or lead, but this would not be advised. This type of email should come from a CRM user.
  • Click into the “To” field, but not the lookup icon
    • To the right, under “Look For”, select “Lead” and then “Owner”
    • Click “Add”
    • Click “Ok”
    • This will add a dynamic value into the “To” field allowing us to send the email to the user who owns the lead record
  • Click into the “Subject” field and add in a subject
    • Note: You could add in dynamic values into the Subject, such as adding in the lead name
  • Click into the body section and start to add in your email copy
  • Add in dynamic values into your body just as we did for the “To” field
    • In the right menu, under “Look For”, select the entity, such as “Lead”
    • Next, select the field you want to add into the body, such as “Name”
    • Click “Add”
    • Click “Ok”
  • To add a link to the record
    • Click the world and chain icon
    • Type in the text you want to be a link
    • Click into the URL field and under “Look For” select “Lead” and then Record URL (Dynamic)
    • Click “OK”
  • When you are done, click “Save and Close”

CRM Workflows - Workflow Created 3

Our last step is to save the process and activate it.

  • Click the “Save” icon in the top left corner
  • Click “Activate” from the top ribbon
  • Add a new lead and test

You are all done!

If you want g to send out automated emails from Dynamics CRM to a team member, give the above a try. If you are running into any trouble please contact us and we would be happy to help.

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Microsoft Dynamics CRM 2015 Release Preview Guide


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