Sugar Process Author

By Marc Dicaire • November 13th, 2015
Audiences: End Users

A new feature added to Sugar 7.6 (for Enterprise and Ultimate Editions) is the new Process Author Feature. This feature offers more capabilities than the existing Workflow Feature and offers better logging of each process.

This article will demonstrate the implementation of a Process Definition and Process Business Rule to assign a new lead to the proper Sales Representative. 

The Process Author Feature is comprised of the following modules:

  1. Process Definitions: Contains the process definitions/workflows for the process.
  2. Process Business Rules: Contains the Business Rule definitions that apply to a Process Definition.
  3. Process E-Mail Templates: Contains all templates used in any process.
  4. Processes: Contains the rendering of the Process Definition.

Also, there is a Process Log, which logs each item rendered in the Process Definition.

Enabling the Process Author Feature

Before using the new Process Feature, it must be enabled in Administrator.

  1. First, in the Administration Page (seen in Figure I), there is a Process Section where the Process Feature must be enabled underneath the Contracts Section. 

    Figure I: Process Author Administration

  2. Next, the following modules must be enabled in the Show/Hide Modules and Subpanels Feature in the Administration Page.
  • Processes: A set of logically related tasks that are performed to achieve a specific organizational goal.
  • Process Definitions: Define the steps in automated business processes and control the flow of work that is allocated during running processes in Sugar
  • Process Business Rules: Used to create reusable rules that will be referenced by records created in the Process Definitions module.
  • Process E-Mail Templates: Required in order to include a Send Message event in a process definition.

Process Design

Now that the Process Author Feature is enabled, Processes can be created to streamline business processes. This blog will demonstrate how to route a newly entered Lead to either a Domestic Sales Representative or the International Sales Representative. It will make use of a Process Business Rule as well as a Round Robin Action which will be used to assign the Lead to a member of a team.

A Process Definition is created via the Process Definition Menu. The user enters the name of the Process Definition and by default it is disabled. The user can also enter the Assigned User and a description. The Save Button is labeled Save and Design which when clicked will take the user to the Process Definition Design Form as seen in Figure II.  Note, when a process definition is edited, the Design Form can be accessed via the Design Menu in the Action Button on the Process Definition record view.

Figure II: Process Definition Design Form

A Process Definition must have a start, actions or activities, and a finish. In the example above, the process starts with a New Lead, which then calls a Business Rule, which will Route the Lead based on the country. If the Lead is from the United States (US), the Lead is assigned to a member of the Domestic Team using the Round Robin Action. Next a call is scheduled for the Assigned User of the Domestic Team to call the new Lead. If the Lead’s country is not the US, the International Sales Rep is assigned to the Lead. Below will describe each of the process items seen in Figure II.

New Lead Target Module

To add the New Lead, the Target Module (left-most item above) is dragged and dropped on the blank canvas that will act as the start of the process. Right-click on the newly dropped icon and select Settings. Select the Leads Module and apply it to New Records Only. There are also options for updating the first or all records. 

Route Lead Business Process Rule

A Business Process Rule will be used to decipher if the lead is a Domestic or International Lead. A Business Process Rule is created from the Process Business Rules Module Menu. In this example, the Target Module is Leads as the data in the Lead Module, and the name is Lead Routing.Similar to the creation of a Process Definition, the Save Button is Save and Design. Figure III shows the configuration of the Business Rule.

Figure III: Route Lead Business Process Rule Configuration

Here conditions and conclusions can be added. The + beside Conditions will create a row to add a condition. Likewise, a + beside the Conclusions will add a conclusion. Conditions are what is being filtered, and Conclusions are what the result is to be if the condition line is met. For instance, below the conditional/filtered field is the Primary Address Country (in the Leads Module). When the country is the US, the rule will return Domestic if it is not the US the International is returned. Conditions and Conclusions can be constants (as seen above) or fields (which can be selected).

Now that the Business Rule returns “Domestic” or “International”, a Gateway must be added to route the Lead. Lines must be drawn to the Gateway and from the Gateway to the Actions. So, Assign To A Domestic Rep and Assign to an International Rep Actions must be added before configuring the International or Domestic Gateway.

Assign To a Domestic Rep. Action

A Round Robin action is used to assign the Lead to a member of the Domestic Team. The Round Robin Action will assign the first Lead to the first member of the Domestic Team; the next Lead will be assigned to the next member of the team, etc. Drag and drop an Action from the Toolbar, select Action Type and then Round Robin. Changing the Action Type will change the image on the Action, and it will also change the options available in the Settings. Now that Round Robin is selected, select Settings that will allow to select the Team whose members to assign the Leads to and to update the "Assigned To" on record as seen in Figure IV.

Figure IV: Round Robin Assign To a Domestic Rep

Assign To the International Rep

An Assigned User Action will be used to assign all International Leads to the International Rep. Similar to the Round Robin Action above, drop an Action but change the Action Type to be Assigned User. Next, the International Rep and the Update "Assigned To" on record is checked.

International or Domestic Gateway

Now the inputs and outputs are added to the Process Definition, a Gateway (diamond object that is labeled Is Domestic or International) can be dragged and dropped and lines can be drawn to connect the Route Lead Business Rule to the Gateway.  Also, lines can be drawn from the Gateway to the Actions added above. Right-click on the Gateway and select Convert, and then select Inclusive Gateway. Similar to Actions, the Setting Options will be dependent on the Gateway type.  Next, right-click on the Gateway and select Settings that will display options to select to route to each path (Domestic or International). Clicking inside each of the criteria boxes will launch selectable filter options as seen in Figure V. In this example, select Business Rules Evaluation, select the Lead Route Rule and enter Domestic for the Domestic path and International for the International path.

Figure V: Gateway Routing Criteria

Schedule Call Action

A call can be scheduled for the user assigned to the Domestic Lead to be one day from the date the Lead was entered. To do this, drag and drop an Action and select Add Related Record then select Settings. The Calls Module is selected as the Related Module, and other default call settings can be added including assigning the call to the current user.

End International and Domestic Lead Process

Drag and drop end processes for the Domestic and International Lead Assignment paths. This will terminate the process. An error will be displayed in red on the right of the Process Definition if there is no end or any other errors.

The Save button in the Toolbar is used to save the Process Definition. Now that it is saved, the Process Definition is to be made active by editing the Process Definition record. Now when a Lead is added, it is automatically assigned to the proper user and a call is scheduled if the Lead is a Domestic Lead. Every Lead that was routed is also logged in the Process Management Option in the Processes Menu Item. Figure VI shows a Lead being entered and the process can be seen in the Process Management in Figure VII. In this case, the status would be In Progress until the following day that is when the call will be scheduled and the process completed.

Figure VI: New Lead Entry

Figure VII: Process Management List View

The Process Author Feature is a powerful, new feature that can be used to streamline existing workflows and processes. This blog showed how to route a new lead to be assigned in a consistent manner. The Process Author Feature offers much more functionality than the existing Workflow Feature and is well worth implementing.

More From This Author
Marc Dicaire
Client Manager at UpCurve Cloud