- [Instructor] In customer service,
business process flows help an organization
standardize their procedures.
In Dynamics 365 Customer Service,
users will be able to see a visual representation
of that process.
The purpose of a business process flow
is to guide users through a process
using a predefined set steps and stages
while collecting data and completing tasks.
The ideal outcome of a business process flow
is to close a case as solved.
Business process flows can have several stages,
these stages represent where a record is in the process.
Reporting tools like views, charts and data dashboards
can be used to visualize their data by stage.
Each stage in a business process flow
can have one or more steps where data needs to be populated
before the customer service rep can move to the next stage.
A good example of a data step in an identify stage
can be the need to tie the case to customer.
This can be done by adding a field called customer
to this stage and making it required.
The user will not be able to move to the next stage
until the customer field has been populated.
Another thing that's important to note
is that system administrators can configure branching logic
for business process flows.
This means additional stages can be added
and will be triggered
based on the data that's entered into the system.
Maybe a customer service rep needs to escalate a case
to tier two or tier three support
because they don't know how to assist a customer,
this could trigger an additional step
where the customer service rep
needs to select a support tier
the case needs to be routed to.
Let's take a look at business process flows
in Dynamics 365 to see how we can work with them.
Since business process flows
are related to individual case records,
I'm going to open up one of the cases
that I created earlier.
You'll notice that the business process flow
is sitting on top of the case form.
I can see that this business process flow
has three different stage,
the identify stage, the research stage
and the resolve stage.
If I click on the stages, I can see the related steps,
and I can also see that the identify stage
has been active for 19 hours.
When I click on the research stage,
this will show me all of the steps
related to the research stage.
Let's go back to the identify stage, which is active.
If I wanted to pin the stage to the case record,
I can do that by clicking this icon,
that will show to stage permanently
on the right side of the screen.
You can see that some of the steps in the stage
are required,
this means that I cannot move to the next stage
until I've actually populated data in those steps.
If I try to click, next stage to move on,
you'll notice the system will tell me
that this field is required,
and it needs to be filled out
in order to move to the next stage.
Once a I enter data in the required fields,
I can go to the next stage.
System administrators can tailor business process flows
to a company's needs.
Business process flows are not limited to just cases,
they can be created for other tables
in Dynamics 365 as well.