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Examples of Planning a Workflow Policy

This topic provides examples you can examine to plan workflow policies. It includes the following topics:

• Example of Planning a Workflow Policy to Send Discount Notifications
• Example of Planning a Workflow Policy to Send Open Service Request Notifications

Example of Planning a Workflow Policy to Send Discount Notifications

This topic gives one example of planning a workflow policy. You might use this feature differently, depending on your business model.

In this example, the sales department manager needs to be automatically notified whenever sales representatives quote discounts over 30%.

To plan a workflow policy that sends notification for 30% discounts

1. Determine what to monitor.

   Configuration information for a workflow policy that monitors quotes with a discount that exceeds 30%, for which the purpose is to notify the sales manager to review and approve the quote is described in the following table:

   What to Monitor	Purpose of the Policy
   Quotes with a discount exceeding 30% need Sales Manager approval	Notify Sales Manager to review and approve the quote.

2. Plan the workflow policy action.

   Values for a workflow policy action that occurs as soon as five new quotes meet the criteria of the workflow policy conditions is described in the following table:

   Name	Workflow Policy Object	Workflow Policy Group	Duration	Quantity	Description
   Notify Sales Manager on Sales Approval	Quote	Low Frequency	0	5	Notify the manager when a quote with a discount over 30% is created.

3. Plan the workflow policy conditions.

   The type of information you need for the policy conditions is described in the following table:

   Field (Column Monitored in the Database)	Comparison	Value
   Quote Status	=	In Progress
   Quote Item Discount Percent	>	30

4. Plan the workflow policy actions that occur when the conditions of the policy are met.

   You can also define the action arguments, such as the email subject and the message template, using dynamic values. Definitions for the Send Email to Sales Manager action is described in the following table:

   Action Name	Workflow Policy Program	Workflow Policy Object	Arguments and Substitutions
   Send Email to Sales Manager	Send Quote Email	Quote	Subject: Please approve quote discount for [Account] Message Template: Please approve the quote discount for quote [Quote Number] and notify [Last User First Name] [Last User Last Name] Repeating Message: The following quotes also need approval [Quote Number]

Example of Planning a Workflow Policy to Send Open Service Request Notifications

This topic gives one example of planning a workflow policy. You might use this feature differently, depending on your business model.

In this example, the service department needs to automate its notification policy when the number of open requests for an agent reaches 20.

To plan a workflow policy that sends notification of a large number of open service requests

1. Determine what to monitor.

   A plan for the general policy definition is described in the following table:

   What to Monitor?	Purpose of the Policy
   Monitor open service requests when they reach a quantity of 20	Use Send Broadcast Message to alert the service representative about the situation.

2. Plan the workflow policy action.

   A plan for the policy action is described in the following table:

   Name	Workflow Policy Object	Workflow Policy Group	Quantity
   Over 20 Open Service Requests	Service Request	High Frequency	20

3. Plan the workflow policy conditions.

   After you determine the policy's workflow object and other properties, define the workflow conditions for your workflow policy. The plan for the workflow policy conditions is described in the following table:

   Field (Column Monitored in the Database)	Comparison	Value
   Service Request Status	=	Open

4. Plan the workflow policy actions that occur when the conditions of the policy are met.

   You can also define the action arguments. A plan for the action argument definitions is described in the following table:

   Action Name	Workflow Policy Program	Workflow Policy Object	Arguments and Substitutions
   Alert Agent of Open SR	Send SR Message Broadcast	Service Request	Abstract: You have over 20 service requests Message Template: You have over 20 service requests. Please review your service request queue.