In Acumatica 2020 R1 you can automate business processes with a powerful, new workflow engine for Acumatica CRM. There is a new state workflow engine so users can update system workflows without coding. The new workflow engine allows you to create multiple workflows for each Acumatica screen. Within a workflow, you define states, as well as the actions and transitions that are available from that state.

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Video Transcription:

The default CRM workflow has the following steps. Marketing captures leads. The leads are then qualified by an inside salesperson. And once qualified, the leads can be accepted by sales and converted to an opportunity. Sales work the opportunities until they’re either closed or lost.

Now suppose you want to modify this behavior. First I want to capture a lead score and freeze it once the lead is converted to an opportunity. This requires creating a user-defined field and automating it. Next, I want to reduce the number of errors that salespeople make when entering stage information. I can do this by removing invalid stage options based on the state of the opportunity. Finally, I want to show how sales can return leads to marketing for nurturing in 2020 R1.

In the new workflow automation engine, I can create and modify states, as well as the transitions between states. I define these changes inside a customization project. This replaces the old automation step screen. After adding the lead screen to my customization project, I create a custom workflow so that I can activate and deactivate my user-defined field called lead score.

My lead flow is set up as a default, which means that it applies to all leads. Had I specified a workflow identifying field, I could set up different workflows for different types of leads. After creating an activating my custom workflow, I make the lead score required when the lead enters an open state. Then I disable the lead score after the lead has been accepted by sales.

On the actions menu, I can cause specific actions to be featured on the toolbar. This helps inform and guide users to perform the next logical step.

Notice that in 2020 R1, the lead workflow allows me to change the lead back to an open state if the lead is disqualified for sales.

Next, I customize my opportunity workflow. I’ve already created a custom workflow so I review the valid values that can be selected when the stage for my opportunity is in different states. To reduce work, I could also add a default value to the stage field when a transition from new to open occurs. With my changes complete, I publish my customization project and activate the lead flow.

Now I’m ready to begin processing using my new workflow. I start by creating a lead. Next, I open the lead. When I do, I receive an error because I marked my user-defined field as required. After specifying a lead score, I qualify my lead and then shift to my sales role and accept the lead. Notice that the lead score is disabled so it cannot be edited. I can un-convert my lead if required.

With one click, I can convert my lead to an opportunity. Since my opportunity is in a new status, note that I only have three valid values that I can assign to the stage. However, when I open my lead, I can choose from different available options.

The new state automation engine allows non-coders to rapidly create and modify workflows to replicate existing business processes. The new workflow states can be set by import scenarios, and they work with other customization features such as user-defined fields.

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