Workflow Rules and Actions

Workflow Rules and Actions

With field services increasingly gaining traction worldwide, they are continuously evolving into a more systematic and standardized process. Automation plays a pivotal role in this transformation. Studied automation can make all the difference between a mediocre field service management solution and a great one. From the obvious to the obscure, automation can be introduced to all areas of field services. When done effectively, automation can help every key player, such as field technicians, dispatchers, and call center agents, carry out their tasks efficiently. This translates to successful completion of contact requests, thereby fostering customer loyalty and retention. The following are some of the areas where automation can be useful:
  1. Providing immediate and accurate response to contact's queries
  2. Keeping the contact updated on the progress of a service appointment
  3. Proper inventory management to ensure field technicians have the required resources
  4. Maintaining knowledge repository to share and record gained experience
  5. Identifying cross-selling and upselling opportunities
In Zoho FSM, we provide you with the tools to effortlessly carry out automation. Workflow Rules, Email NotificationsField UpdatesWebhooks, and Functions offer you ways to automate your business processes.

Workflow rule: Defines conditions and the Custom Function that need to be executed when the specified conditions are met. A given workflow rule is specified for a particular module. The conditions and rule criteria can only be defined on that particular module and its fields. However, the custom functions can be related to other modules as well.

Email Notification: Notifications are email alerts that are sent to the intended recipients whenever a workflow rule is triggered. For example, creating a workflow rule to automatically send the feedback form to the customer once the requested services have been completed.

Field Update: Workflow field updates allow you to update the value of one or more fields of a module based on a single criteria associated with a work flow rule. For example, use a workflow rule to identify regular customers and reward them appropriately.

Webhook: Use webhooks to trigger event notifications that let you communicate with other applications and exchange information about the event that occurred. For example, when an asset is added to Zoho FSM, send an SMS to the contact with the warranty details.

Custom Function: This is a program used for formulating processes, defining business logic and automating repetitive tasks. For example, notifying the customer when a new request is created for them.

Permission RequiredManage Automation
- Find out the Edition-specific limits for Workflow Rules.

List of Modules Supported

Workflow rules can be created for the following modules:
  1. Assets
  2. Companies
  3. Contacts
  4. Estimates
  5. Requests
  6. Service Appointments
  7. Services and Parts
  8. Work Orders

Components of a Workflow Rule

‌Basic Information

Specify the following details:
  1. Module for which the rule has to be triggered
  2. Name of the workflow rule
  3. Description of the workflow rule

Rule Trigger

‌Specify when and on what conditions the workflow rule should be triggered for a record. Workflow rules can be triggered when records are created, edited, created/edited, or deleted. Workflow rules are executed when one of the following record actions occurs:
  1. Created - When records are created.
  2. Edited - When existing records are modified.
    If the checkbox Repeat this workflow whenever a <module_name> is edited is selected and no rule criteria is added, the workflow rule will be executed every time a record is edited, else the workflow rule will be executed only the first time the record is edited.
    If the checkbox Repeat this workflow whenever a <module_name> is edited is selected and a rule criteria is added, the workflow rule will be executed every time a record is edited. Otherwise, the workflow rule will be executed only when the rule criteria is satisfied.
  3. Created or Edited - When records are created or existing records are modified.
  4. Deleted - When certain records are deleted

Rule Criteria

Specify filter criteria so that the workflow rule can be selectively applied to matching records.
  1. Matching field(s) - You can specify the matching field values for which the workflow rule should be triggered.



    You can specify a maximum of five criteria.

  2. All records - The workflow rule will be triggered for all records of the module.

Actions

‌Associate action like custom functions that need to be carried out for a workflow rule. You can either associate an existing function to the workflow or create a new function and associate it to the workflow.

Creating a workflow rule

A sample workflow rule has been used to explain the steps involved in creating one. This workflow is used to notify the customer when a new request is created for them.
  1. Go to Setup > Automation > Workflow Rules and click Create Workflow.
  2. Enter the following details, then click Next:
    1. The Module for which the rule has to be triggered
    2. Rule Name
    3. Description of the rule



  3. Select the rule trigger as Created and click Next.



  4. Select the rule criteria as To all Request and click Next.


  5. Click +Function.



  6. Select Create your own Function and click Next.



  7. Enter a Function Name and add the function in the Deluge Script Editor. Click Save and Associate to add the function.
    Click Save & Execute to add the function and execute the workflow.



    You can also add the function if it has already been defined. Select Existing Functions.



    Select the required function and click Next.



  8. Click Save.


Editing a workflow rule

To edit a workflow rule:
  1. In the Workflow Rules page, select the rule you want to edit.
  2. Hover over the workflow where you want to make changes and click Edit [].
  3. Make the necessary changes and click Save.

Disabling a workflow rule

To disable a workflow rule:
  1. In the Workflow Rules page, toggle the Status switch to enable or disable the workflow.


Points to remember
  1. If multiple work flow rules are created for a module, then these rules will be executed in the order in which they were created.
  2. The number of workflow rules you can create will depend on your FSM edition.
  3. When you downgrade the edition of an FSM account from Standard to Free, only one workflow rule will be active (based on the latest modified time). When you upgrade an FSM account from Free to Standard, then the status of previously active workflow rules will be restored.
  4. Workflow rules triggered by Created, Edited, or Created or Edited will not apply to records that have been added or modified through Data Import.

More Examples

Example 1: Notify the customer of service appointment updates

This workflow is used to notify the customer when the status of a service appointment changes.
  1. Go to Setup > Automation > Workflow Rules and click Create Workflow.
  2. Enter the following details, then click Next:
    1. Module: Service Appointments 
    2. Rule Name: Appointment Updates
    3. Description: Notify the customer when the status of a service appointment changes



  3. Select the rule trigger as Created or Edited and click Next.



  4. Select the rule criteria as Only to the Service Appointment matching certain conditions and add a condition as shown below. Click Next.



  5. Click +Function.



  6. Select Create your own Function and click Next.



  7. Enter a Function Name and add the function in the ‌Deluge Script Editor. Click Save and Associate to add the function.
    Click Save & Execute to add the function and execute the workflow.



  8. Click Save.

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