Hello!
A lot of people I have been speaking with are not aware of the difference between Customer Journey Plug-in and Sugar Advanced Workflow, let alone how the power of integrating the two.
This is a post on how to integrate the Customer Journey Plug-in with Advanced Workflow. The beauty of working with plug-in is at the end of the day you are interacting with Sugar objects – tasks, meetings, and calls.
Completing a task in a Customer Journey triggers Sugar object action (task -> crm record)
Data:
- Create a basic template that is compatible with the accounts module
- Create a custom field in the accounts module and add them to the layout (can be removed afterwards). Fieldname: “create a case”, type: checkbox
Objective: When the “Create a case” task is updated to completed status a case will be created
Steps:
- Access the process definition module and create a new process under the task module and enter the design interface.
- The start event should have the following:
Applies to: Updated Records Only (First Update)
Criteria => Module: <Tasks>
fields: Subject is “Create a case” AND Status is equal to “Completed”
b. The start event connects to an activity:
Action type: Change Field
Settings: Module- Accounts
Fields: Select the “create a case” field and select the corresponding checkbox
c. End Event
Result: Terminate Process
- Create a second process definition, this time under the accounts module and enter the design interface.
- The start event should have the following:
Applies to: Updated Records Only (First Update)
Criteria => Module: <Accounts>
Fields: Select the create a case checkbox
b. The start event connects to an activity:
Action type: Add a related record
Settings: Module- Cases
Fields: Assigned to: Regina Lazlow, Status: New, Subject: Test Case for
c. End Event
Result: Terminate Process
Now when you create a Customer Journey on an accounts record and you complete “Create a case” task you will see the related case under a subpanel (you may have to reload your page”).
I want to point out that this example was for a case but the process can be abstracted to other Sugar objects.
