Processes in CRM 2011 Prompt and Response Dialogs

1. Workflows vs. Dialogues…



One thing Microsoft Dynamics CRM 4.0 lacks is call scripting features so customers, particularly call centre customers, will need to buy 3rd party add-ons like TK Dialogues, custom ASPX pages etc. to fulfil this requirement.

However, Microsoft Dynamics CRM 2011 addresses this need by providing call scripting out of the box, using processes. Processes are now used in place of workflows. Microsoft has categorized processes in Workflows and Dialogs. Workflows are the same old workflows but dialogs can be utilized in various ways i.e. Call Scripting, Approval Processes, User Feedback Process and many more as Dynamics CRM 2011 gets introduced in various industry sectors.

In this post, I will discuss processes from two perspectives. The first is related to designing a process and other is execution of processes.

Processes are located in Settings -> Process Center in navigation pane as shown below:

Microsoft Dynamics CRM 2011 provides a designer tool for designing processes and this tool is much similar to workflow designer but has many more capabilities as compared to the workflow designer. Now you have the options to prompt and get user input into the process.

For the sake of clarification, let’s design a script for call centre representative to ask first name and last name of customer whenever a user takes a call from customer.

This script will be designed to execute on phone call activity as shown in the category attribute.

Now we will add a page and then add two prompt and response steps for first name and last name and one prompt and response step for email.

We have almost designed a very simple Call script that will ask standardize our response when a call is received from customer. It will first ask for first name & last name. Then will ask for customer email address. Here we can specify as many steps as required to implement you call scripting needs and you can utilize the values gathered through this script to send emails. Create records as cases, contacts, activities, service activities etc.

Let’s Activate [published/unpublished is renamed as activated/deactivated] this process and Execute from Phone call activity. You can see from below screen that there are no more clicks involved to create a phone call activity. It’s pretty quick and easy. Thanks Microsoft for this consideration.

Now let’s execute the Call Scripting from phone call start Dialog

Select the specific Dialog and click OK.

Click Finish at end of the process to and an email will be created.

and sent to customer upon completion of the process.


1 Comment (+add yours?)

  1. joe cassidy
    Oct 22, 2010 @ 11:16:57

    as the leaders in Scripting for Dynamics CRM, we have looked closely at what 2011 has to offer; our opinion (obviosly biased) is that MS Dialogs will allow you to develop only the most basic scripts. These of course will not run on the web and there is no concept of a graphical designer.
    There is still a requirement for TK.


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