Easy Follow-Up Call Workflow

There are functions in our implementations or support projects that we hear requests for repeatedly.  We can tell from this that our Customers are in-tune with the overall needs of users.  The request here is pretty simple: we need Dynamics CRM to allow us to automatically create follow-up calls when we finish a call. We have found a solid way to handle this particular request. We’ve added this easy follow up call logic to many of our client’s systems over the last few years. It seems to be a very common need and enhances the ease of the use for many Users, especially Sales or Customer Service Users.

The idea to this process is to have a quick, automated way of creating your next follow up call for the Customer, Contact, Opportunity, or any record your phone call record is regarding in Dynamics CRM. Here are the steps needed to configure this in your system.

First Step is to add 1 or both of the below fields. We’ve found that Users like to have a choice in selecting a date field or a duration. But you can choose if both of these options are applicable to your organizations needs or if one option is sufficient.

  • “Follow Up Date” – Which is a date type field that the users will then select the date value they want the next follow up call to be due on.
  • “Follow Up In” – Which is an option set field giving whichever values seem appropriate for your users. They would select one of the options listed and the workflow will set the next follow up call to be due in 1 month, for example.

 

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Once you have the fields in place, you can create the workflow needed to auto-create the next follow up call. The workflow will need to run against the Phone Call Entity.  We choose to start the workflow when the original Phone call activity status changes in Dynamics CRM.

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We then add the below step descriptions to the workflow.

First, Check to see if the status of the phone call = Completed

  • Check if the Follow Up Date field contains data
  • Then create the next phone call record with a due date of what was selected in the Follow up Date value.

The properties of the new phone call you are creating should look like this:

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You’ll then create all the check conditions for each of the Follow Up In option set values you’ve created. In our example, there are 5 selections, so they’ll be 5 separate “if” statements for each one of those options; 1 Week, 1 Month, 2 Months, 2 Weeks, 3 Months.

Check if Follow Up In field = 1 Week

  • Check if the Follow Up Date field contains data
    • Then create the next phone call record with a due date of what was selected in the Follow up Date value.

The properties for that new phone call you are creating should look like this:

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  • Repeat this for the next 4 options in the Follow Up In field, changing the Due date accordingly.

That’s it, you are then all set to allow the users to select either of these values within their initial phone call record, before marking it complete in CRM and the system will auto-create their next follow up call for that record based on the criteria they select