All You Need To Know About Sugar Workflow Customisation

By Robert Ulrich

Sugar offers its users the ability to add a touch of personalization to their CRM platform to tailor it to their needs. One way to do so is to Customise Sugar CRM to modify the out-of-the-box version available. Sugar offers a wide range of flexibility when it comes to customisations so that users are best equipped to handle their business processes effectively.

Of the types of customisations available to users, workflow customisation is an essential tool to automate business operations without having to compromise on the work quality output.

Sugar provides some workflows that can be set in place once, however, for a rapidly evolving business, the workflow requirements evolve accordingly. This is where the need for advanced customisation arises.

Sugar first rolled out its Advanced Workflow tool from Sugar 7.6, which was available for the Enterprise and Ultimate editions. Advanced Workflow is a Business Process Management tool that simplifies the creation of workflow processes.

So how exactly does the Advanced Workflow tool work? And why do Sugar users need it to customise their workflow? Let’s find out!

Advanced Workflow Modules

The Sugar Advanced Workflow tool is divided into four essential modules, each covering a separate area of responsibility. Of these, three modules come with restricted access control, in order to allow only certain personnel to make the changes needed.

Process Definitions

Process Definition is one of the most important modules for workflow customisation. Business processes are created in this module with a defined Start and End, with a series of activities in-between. The relationships between these activities are also laid down. This controls the entire flow of work. The process definitions can be laid down by a Sugar or module administrator or even a module developer.

Business Rules

Business rules are a set of definitions that are reusable and are used during the process definitions. They act as a set of conditions to make a certain outcome possible. These rules can then help make conclusions or decisions, enforce policies, and even infer new data.

Within the Business Rules module, the important fields when making a rule are the Target Module and the Business Rule Type. The specific module to be used in the process definition design is specified in the Target Module field. As for the Business Rules Type, it specifies the way of the rule evaluation. Once a Business Rule is made, it can be saved for reuse later.

Email Templates

During Process Definition, a ‘send message’ event needs to be created. An email template is required for this purpose. While the Sugar CRM platform contains several places that can be used to create email templates, Advanced Workflow requires users to use this specific module.

Process Management

Once a process is up and running according to the process definition, the Process Management module can show its details and its status, depending on whether its completed, terminated, in-progress, or if it has an error. By using the preview icon, the administrator can view the progress of the event, with details on which stages have been completed and which are pending or underway.

Benefits Of Customising Your Workflow

Using pre-defined workflows, users can ensure a streamlined process of handling leads and completing tasks. They can also ensure that a degree of standardization exists in the quality of work. The automation of business processes helps keep the vendors on track to fulfill their client needs. With custom workflows, users can tailor their CRM to match their operations and stay efficient.

With the help of Advanced Workflow, users can easily build workflows with a simple drag and drop interface, without the need to involve any development experts. The Process Management module helps keep track of the operations and ensures no event is left neglected. The Business Rules module also contributes to efficiency by creating reusable rules and thus saving time.

What To Avoid When Customising Workflows

While the idea of Sugar workflow customisation is one that yields great benefits, it is important to be aware of the practices that may cause an opposite effect to the one intended.

The users need to ensure that the workflow has a limited number of start events at a time. Since the start event of a process can lead to record updates, several parallel processes running at the same time can cause the application to suffer in performance. Additionally, even though business rules are meant to be reused, clients must avoid excessive reuse. This is to prevent an increased complexity in the workflow, which slows the processes down and appears to stall the application.

It is also advisable to limit field evaluations to only those records that are essential to the successful implementation of a business process in the Advanced Workflow. Users are also recommended to not evaluate unimportant fields on related records in order to save the system from unnecessary timeouts or hang-ups. Additionally, correct data handling is imperative to the accurate and efficient use of your customised workflow.

Leverage RT Labs’ Expertise On Customisation

RT Labs ensure that your CRM is perfectly customised to suit your specific business needs. Our experienced team of developers and consultants can help address your concerns and make your Sugar CRM experience unique. With the right version of Sugar workflow customisation, your CRM can operate efficiently.

RT Labs, being an Official SugarCRM Partner firm, is an expert provider of services including SugarCRM Customisation, Integration, Migration, and Support. Get in touch with us now by filling out the Contact form. We will be glad to assist you!

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