What is a business process flow?
Business process flows are a Dynamics 365 CRM tool designed to guide users through a defined process while they manage records. They can be particularly useful when:
- Your organization has specific sales processes or policies that everyone should follow.
- Entry-level salespeople need additional guidance.
- You want customers to have a more consistent experience regardless of which salesperson they work with.
- A process involves multiple teams entering different information into the same CRM record.
Business process flows essentially provide users with a visual guide or checklist for moving a record through your organization's process.
See business process flows in Dynamics 365 Sales
Dynamics 365 Sales includes an out-of-the-box process that moves from a Lead to an Opportunity. A business process flow contains stages representing different parts of the process. Each stage can contain fields from the associated Lead or Opportunity table that users complete as they move forward. Because these are fields on the underlying record, the information entered through the process flow can also be used in CRM views and reporting. Business process flows can span multiple related tables. The Lead-to-Opportunity process is a good example because users can begin with a Lead and continue through the process after it becomes an Opportunity. Users can also dock the process flow to the side of their screen to make it easier to work through its stages.
Customize the process to fit your organization
The standard process included with Dynamics 365 isn't necessarily going to match the way your organization works. Business process flows can be customized to better represent your actual processes. You can:
- Add or remove fields.
- Add or remove stages.
- Create flows for standard or custom tables.
- Use field or stage changes to trigger workflows.
- Use conditional branching when the process needs to change based on record information.
- Create multiple business process flows for the same table.
If you don't want to use business process flows at all, they can also be deactivated.
Create different processes for different teams
Sometimes different teams work with the same type of CRM record but follow very different processes. For example, your marketing team might gather and develop Leads before handing them over to sales. Marketing could have a dedicated process flow for its work, while the sales team could use a separate process once the Lead has been handed off. Creating multiple business process flows allows each team to follow a process that makes sense for its responsibilities instead of trying to fit every user into a single workflow.
Use conditional branching
Processes aren't always linear. The appropriate next step might depend on information entered earlier in the process. Conditional branching lets a business process flow change based on those conditions. This can make the flow more relevant to individual situations while still providing users with structured guidance. Along with dynamic fields and multiple process flows, conditional branching can help accommodate processes that need some flexibility.
Avoid overly complicated business process flows
Business process flows can become less effective when they're overbuilt. If a process contains too many fields, stages, or requirements, users may find that following it takes more time than it saves. It can also become difficult to create one highly detailed process that applies to every situation a salesperson encounters. Experienced salespeople may also feel restricted by a process that requires them to complete too many unnecessary steps. A good approach is to think of the business process flow as a checklist containing a small number of important data points rather than attempting to put every piece of information into the flow. Large description fields, for example, may not provide an ideal experience inside a business process flow.
Plan for user adoption
The usefulness of a business process flow depends on more than its technical configuration. When designing one, involve the salespeople and managers who will actually use it. Make sure the process reflects how they work, then revise it as needed based on their feedback. Consider questions such as:
- How frequently does your team work in CRM?
- How closely must employees follow standardized processes?
- How much autonomy do your salespeople need?
- How much training will users receive?
- Which information is truly essential at each stage?
Your organization's culture and expectations can have a major impact on whether a business process flow is adopted successfully.
Create custom business process flows in Power Apps
Business process flows can be created and customized through Power Apps. You can build them for out-of-the-box Dynamics 365 tables as well as custom tables created for your organization. The goal isn't simply to reproduce your entire business process inside CRM. Instead, focus on creating a practical experience that helps users understand what's expected and what information should be captured as a record progresses.
Decide whether business process flows are right for your organization
Business process flows aren't necessary for every organization. Their real value comes from customizing them around processes your team genuinely needs to follow. Keep them simple enough to work for most situations while still providing useful guidance. If your organization wants an in-system tool for guiding entry-level salespeople, supporting a standardized sales methodology, coordinating work between teams, or visualizing progress through the sales funnel, a thoughtfully designed business process flow can provide a useful combination of guidance and flexibility.
