Business Process Flows (or BPFs) are possibly the most important upgrade that was introduced in CRM 2013 - and they have been significantly improved in CRM 2015. BPFs can appear on the top of any form, and can guide the user through a series of steps, such as qualifying a lead, closing a sale, resolving a compliant, or submitting an expense report. These are so significant, in fact, that an entire blog series could easily be dedicated to just them - but we will try to summarize here.
Gives the user an easy guide to walk them through a process - without having to navigate all over a form to find the fields relevant to the stage that they are in.
Ensures that all the critical information for a process is captured.
Ensures that the most important best practice steps are followed consistently.
Provides a "guide" rather than a strict "process" - providing the flexibility for your team to have their own personal work styles and to work with the changing demands of your customers.
Very easy to setup - no programming required.
I recently delivered some CRM 2013 training to a very large organization that is still working with CRM 2011. Once they understood Business Process Flows, most of them felt that they wouldn't work for them because their processes branched based on different conditions - and this functionality was not included in CRM 2013. Good news … Microsoft has added BPF branching in CRM 2015. Below is an image of a branching BPF.
The bottom line: Business Process Flows can radically improve the productivity of your team. Even if you don't have a defined process you can start simple and use this as a way to build a single process that the entire team can agree on. And, even if you have multiple teams that use different processes, BPFs can support that too!
Each area of CRM has its own dashboard group. So, for example, dashboards appear under Sales, Service, Marketing and any other groups you establish. And the default dashboard can be different in each of these areas.
Dashboards can be based on security role. Although this is a subtle addition, it means that you can make dashboards visible only to the users that they are relevant to. Businesses with hundreds or thousands of CRM users can quickly develop dozens of dashboards - making it confusing for a user to find the dashboard that they need. The security roles improve this significantly.
Dashboards can now "drill into" fields from a parent entity. For example, an opportunity dashboard can include the industry field from the account entity. There are a few tricks to setting this up, but it can be a real time saver for analyzing CRM data.
Create and track leads when an account and/or contact already exist.
Selectively create an account, contact or opportunity with much greater flexibility than you could in CRM 2011 or earlier.
Seamlessly flow the user onto the opportunity form without having multiple forms pop-up during the conversion process.
Stay tuned for next week when the discussion will be "All About Forms."
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