Business Process Flow was introduced to Dynamics CRM in version 2013. Business Process Flow is a configurable utility that can be configured for any CRM entity. Business Process Flow is a step by step guide (i.e. process) for your users to complete a function. Business Process Flows contain Stages and then Steps within each stage. These Stages and Steps are reportable and workflow can also be built on these steps to accomplish approvals, notifications, etc. when certain steps are reached. You can have multiple Business Process Flows per entity.
Starting in CRM 2015, a new feature was added to Business Process Flows that many people are not aware of. We can now have “conditional branching” in our Business Process Flows based on answers in previous steps of the process.
Let’s look at an example.
My company has a predefined Sales Process my sales reps should follow. For the most part, the process is the same on every sale. However, we have two main areas of products (or services) that we sell. For this example, we will call that a “Product Type” of Type A or Type B. For every sale, it is either Type A or Type B. For our Type B sales, our Sales Process needs to change a bit. We need to gather some key measurements of their facility in order to give them an accurate proposal. The measurements are ONLY needed if it is a Type B sale.
Using the CRM 2015 branching capabilities in Business Process Flow, I can have a new “Measurement” Stage get introduced when the users identify the sale as a “Type B”.
Here is an example of my sales Business Process Flow when Product Type = Type A. During “Type A” sales, a simplified process is followed and no measurements are need. Note: The Product Type field is required so that I can correctly take my users down the correct “branch”.
However, if Product Type = Type B, then a new Sales Stage gets introduced and two measurement fields appear in this additional stage:
This is a pretty simply example of Business Process Flow branching. Keep in mind that Business Process Flow can be used on any entity. Cases would be another great use to follow a standard process, but have different branching options depending on the type of Case being entered. I’m sure you can think of many examples in your own organization where a Business Process Flow could assist your users in following a predefined process. Branching makes that function a lot more flexible.