• Workflow Rules: A set of rules that are executed when specified conditions are met.
  
• Workflow Alerts: Automated email notifications sent on triggering a workflow rule.
  
• Workflow Tasks: Tasks that are assigned to the users when workflow rules are triggered.
  
• Workflow Field Updates: Automatically update the specified field values on triggering a workflow rule.

1. Go to Setup (  ) > Automation > Workflows. 
2. In the Workflows List page, click Create Rule in the upper-right area.
   
   
3. In the New Workflow page, do the following:
   
• Select the Module to which the rule applies from the drop-down list.
  
• Enter the Rule Name.
  
• Select the Active checkbox if you want the rule to be active.
  
• Enter the Description for the workflow rule.
  
4. Click Next.

Part 2: Execute On

1. In the Execute On section, select one of the following:
   
• Create: Executes the rule when records are created.
  
• Edit: Executes the rule when existing records are modified.
  
• Field Update: Executes the rule when the values of the specified fields are modified in a record.
  Please note, this option is available only in the Enterprise edition.
• Customer Reply: Executes the rule when a new reply is received from the customer.
  
• Agent Response: Executes the rule when agents send a new reply to tickets.
  
• Private Thread: Executes the rule when agents send and receive private email threads.
  
• Happiness Ratings: Executes the rule when a rating is received for a ticket.
  
• Delete: Executes the rule when existing records are deleted.
  
2. When you select the Field Update option, do the following:
   
• Choose the field name from the drop-down lists.
  
• Click the All/Any link to execute the rule when all or any of the selected fields are updated.
  
3. When you select the Private Thread option, you can choose to execute the rule for incoming or outgoing email responses or both.
   
4. When you select the Happiness Ratings option, specify the rating from the drop-down lists.
   You can choose to execute the rule for All Ratings or a particular rating.
   
   
5. Click Next.

Note 

• The rule triggers like Customer Reply, Agent Response, Private Thread and Happiness Rating are available only for the Tickets module.

Part 3: Rule Criteria

1. In the Criteria section, specify the rule criteria details.
   Select an operator between AND / OR to add multiple criteria.
2. Click Next.
   
   

1. In the New Workflow page and under Actions, do the following:
   
   • Click the Add icon (  ) and select New from the drop-down list corresponding to Alerts.
     
   • In the New Alert window, specify a Name for the Alert.
     
   • Choose an Email Template from the drop-down list.
     The selected email template will be used to send emails when the workflow rule is triggered.
   • Specify who should be receiving this Alert. 
     You can choose between Groups, Roles, Roles and Subordinates or Agents.
     
   • Enable the following options if you will like to notify other users:
     
   • Record Owner:  Owner of the record
     
   • Record Creator: User who created the record
     
   • Notify Contact:  Requestor who submitted the ticket
     
   • Additional Recipients: Enter the email addresses, separated by a comma
     
2. Click Save.

1. In the New Workflow page and under Actions, do the following:
   
• Click the Add icon (  ) and select New from the drop-down list corresponding to Tasks.
  
• In the New Task window, specify the task related details like Subject, Status, Priority, Assignee, Due Date, etc.
  
2. Click Save.
   
   

1. In the New Workflow page and under Actions, do the following:
   
• Click the Add icon (  ) and select New from the drop-down list corresponding to Field Updates.
  
• In the Create Assignment Value window, specify a Name for the Assignment Value.
  
• Optionally, enter a description in the Description field.
  
• Select the field from the Assignment Values drop-down list that needs to be updated.
  
• Specify the value for the field that you want to be updated.
  
2. Click Save.
   

Note

• Workflow tasks and workflow field updates are available only for the Tickets module. For all other modules, you can only associate workflow alerts and workflow custom functions.
  

1. Go to Setup (  ) > Automation > Workflows. 
2. In the Workflows List page, click the Edit icon (  ) corresponding to a workflow rule.
   
3. In the Edit Workflow page and under Actions, do the following:
   
• Click the Add icon (  ) and select Existing from the drop-down list corresponding to an Action (like alerts, tasks, field updates, etc.,).
  
• In the Associate Existing <Action> page, select an existing Action and associate it to the rule.
  
4. Click Save.

Deactivating Workflow Rules

You can activate or deactivate the workflow rules at any time. When you deactivate a rule it will be removed from the Active Workflows list. Workflow rules can be reactivated, when needed.

To deactivate workflow rules

1. Go to Setup (  ) > Automation > Workflows. 
2. In the Setup Landing page, click Workflows under Automation.
   
3. In the Workflows List page, click the Deactivate icon (  ) for the corresponding rule.
   

The workflow rule will be deactivated instantly. You can head over to the Inactive Rules List and click the Activate icon (  ) to re-activate the rule.