Workflows help you automate certain actions in your business process to boost your team’s productivity. 

Following are some of the common scenarios that you'll find useful based on the different actions available with Freshsales workflows. 


A. Action: Updating field property


Scenario 1: Create a workflow to segment customers from prospects

If you want to segment your contacts as prospects and customer, you can automatically do so using workflows. When a deal is created and is in open state, you can mark the contact status as ‘Prospect’ and when the deal is won, change the contact status to ‘Customer’

Here is how to configure this. 

You need two workflows to achieve this. 


Workflow 1: Update contact status to ‘Prospect’ 

Which Record type: Deal

When do you want to execute the workflow: when record is created

Perform actions on a record: once

Conditions: Deal Stage is in open

Actions: Update all related contact - Contact Status = ‘Prospect’



Workflow 2: Update contact status to ‘Customer’

Which Record type: Deal

When do you want to execute the workflow: once, when record is created or update

Perform actions on a record: Once

Conditions: Deal Stage is in won

Actions: Update all related contact - Contact Status = ‘Customer’



Scenario 2: Create a workflow to update Lead stage when the lead is contacted


Let’s say you want to update the lead stage to ‘Responded’ when the lead replies via email. This will allow the users to filter the interested leads and close more number of deals. 


Which Record type: Lead

When do you want to execute the workflow: once, when record is created or update

Perform actions on a record: Once

Conditions: Lead Stage is in new, or contact attempted and last contacted mode is ‘replied’

Actions: Update lead property - Lead Stage = ‘Responded’



Scenario 3 - Create a workflow to update lead stage when the lead is created via email

When the lead is created via email, the contact is already established. Thus, it makes sense to start the stages from ‘Contacted’. We can make use of source field here. When a lead is created via email, the source is automatically set to Email


Which Record type: Lead

When do you want to execute the workflow: when record is created

Perform actions on a record: Once

Conditions: Source is in Email 

Actions: Update lead property - Lead Stage = ‘Responded’



Scenario 4 - Create a workflow to assign all the unassigned lead to sales ops 


All the leads are assigned to respective sales reps using territories but there might be a case or two where the lead remains unassigned. These might be important leads that fall through the cracks. You can assign the leads to your sales ops rep so that he/she can rightly assign the lead.


Which Record type: Lead

When do you want to execute the workflow: weekly on Monday at 9am

Conditions: Lead owner is empty 

Perform actions on a record: multiple times

Actions: Update lead property - Lead owner = Sales ops user



B. Action: Create a task


Scenario 1 - Create a workflow to add a follow up for sales rep if he/she has not responded to customer email for more than 3 days
Sales reps sometimes forget follow up with the lead when the activity is more than a few days so it is always good to remind them to follow up if they have not responded to the lead within 3 days


Which Record type: Lead

When do you want to execute the workflow: Daily at 9am

Perform actions on a record: multiple times

Conditions: Last contacted mode = Incoming email and Last contacted time is greater than 3 days ago

Actions: Create Task



C. Action: Send emails


SCENARIO 1 : Create a workflow to send an automated email reminder to the related contacts of a deal when subscription renewal date is nearing.


Sales reps generally focus on getting new business. It becomes difficult to follow up on existing business. Thus, an automated email reminder can be sent to the associated contacts to renew the subscription.


Which Record type: Deal

When do you want to execute the workflow: daily at 12pm

Perform the action on a record: Once

Conditions: Deal renewal date is in 15 days

Actions: Send email to related contacts



IMPORTANT FIELD BEHAVIOR TO CONSIDER FOR WORKFLOW


Source - Source field stores the source of lead creation. This field gets auto updated based on the channel such as if the lead is created via email, the source will be auto updated to email. You can run multiple workflow actions based on the source.



Last Contacted Mode and Last Contacted Time - Last contacted mode and time stores the activities done to contact the lead. These activities can be a common trigger to take some actions.

         


We recommend that you also have a look at these articles:
  1. More Workflow usecases
  2. Explore Workflows to automate more in Freshsales
  3. Explore User settings
  4. Configure Sales-activities to track better
  5. Explore our Admin settings to configure Freshsales to your business needs
  6. Visit our Support portal to explore our KB