If you want to automate a process based on the result of a call in your call center, we have a set of recommended instructions for you. We’re using the example of automating task creation here, but you can use workflow rules to automate processes related to other Salesforce objects in the same way. In order to make these changes and set up a workflow rule, you’ll have to be a Salesforce Administrator on your company’s Salesforce account.
First, some background information. In Salesforce, workflows let you automate internal processes and procedures to save your users time. A workflow rule sets up the workflow instructions, in the form of an if/then statement. Now, on to the process.
Navigate to Setup in the top right-hand corner of Salesforce Lightning.
Then, in the Platform Tools section, click on Process Automation → Workflow Rules.
You might see a splash screen titled Understanding Workflow. If this appears, click Continue. You’ll wind up here:
Now you’ll create a new rule – this rule will be a task creation trigger. For our example, set the Object to Task.
Not all Salesforce objects will give you the option to select “Call Result” as your trigger, so choose accordingly! Click Next to move on to the next page.
Set the Rule Name to Reconnect, and add a relevant description. We want our workflow rule to take effect when a record is created, and any time it’s edited to subsequently meet criteria. This ensures our rule is always kept up to date.
When the field Task: Call Result, equals the value Need to follow up, then rule Reconnect (that we’ve just created) will run. Hit Save & Next to move on to the task creation – what the workflow rule will do.
The next step defined what action is going to be taken by the workflow rule. In this case, I’ve chosen to create a new task. This will automatically take me to the next screen, which lets me define the task.
Here, I can select who the task will be Assigned To, the task Due Date, and other task descriptions.
You can also indicate whether the workflow rule is triggered immediately, or if it should be time-dependent. You can add different actions to the same workflow rule too – this can really ensure that nothing gets missed!
The last step is to click Save so you can head back to the Workflow Rules page and Activate your rule.
So that’s how you make workflow rules and automatic tasks based on the call center call result in Salesforce. Happy automating!