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David Barlow
Process, workflow, flow? ack
I'm trying to setup a fairly? simple process? (I am stumped as to what I'm supposed to be using) on a lead, that using a trigger like a LeadStatus change will automatically send off an email template to that lead, and will create a task (phone call). Once that task has been completed, a second email will be automatically sent after a certain amount of time, followed by a second phone call task, rinse and repeat through one more cycle.
I'm at a bit of a loss as to exactly what I'm supposed to be using. I've tried process and workflow and can get part of it done but can't seem to setup the whole process. Consider me a lost newbie. Any help learning how to fish would be great.
I'm at a bit of a loss as to exactly what I'm supposed to be using. I've tried process and workflow and can get part of it done but can't seem to setup the whole process. Consider me a lost newbie. Any help learning how to fish would be great.
eg: The first email and phone task are sent and created (respectively) based upon changing lead status to a certain value. The second email is sent based upon the phone task being closed. What if the lead indicates in the email or phone call that they don't want to receive any future communication, the subsequent workflows are based upon tasks and dont seem to be able to reference the lead. Any tips?
to your 2nd WF fired with the task, add the validation that should fire only if the "Who" relation (a std field which is gonna be your lead in this case) is "DoNotCall" (or custom field) equals "False" and your "What" equals "lead", this should be in your time-based action. The time based action should only fire when all your criteria it's true, so adding things that may be false in that period of time, will stop your WF.
So my first workflow kicks off on lead status change:
It sends an email, and creates a new task 'phone call #1'
2nd workflow kicks off when phone call #1 is closed, approx 5 days later it sends email #2 and creates task #2.
So what I'm not seeing is how to halt a task when a lead status is changed (would it be too much to ask for salesforce to be able to reference in a task a field in it's parent lead?).
I created a third workflow that if lead status is changed to something like 'do not contact' then the Phone call #1 status is changed to 'deferred', so it then shouldn't kick off the workflow that sends out email 2 and creates phone call #2. The problem I see now is what happens if the status is changed between #1 and #2 or #2 and #3, it doesn't let me reference those in a new WF.
I would do a Trigger or simply an scheduled class.
For you as an admin i would use a custom field in the task, where i send to the employee asigned to the lead to follow up, an email reminding the 2nd and 3rd contact. So they can go in the task and check a checkbox and send the e-mail. So that, they can decide if they send the e-mail or not based in the Lead info (if they wanted to be contacted or not).
If you want it totally automatic, i would use the first 2 options (trigger or scheduled class) and check for the lead and its tasks (scheduled) or change a field that would stop the WF rule (Trigger)