1. The Process Author Playbook An Introduction to Automating Business Processes in SugarCRM

2. The playbook is structured into three sections: Beginner, Intermediate, and Advanced. To guide you through the action, each play (i.e., business process) will be explained in two parts. The first part of the explanation will include an overview of the scenario and the automated process. The second part of the explanation will detail the procedure that you should follow in order to execute the play. Be sure to check out the “Tips & Hints” section for visual help in executing the procedure. Note, to keep things simple and glanceable, items that require action from you are in red typeface. The black typeface is just there to guide you with context and direction. Introduction Color Key: Red typeface represents action items. Black typeface represents context.

3. The Scenario & Job-to-be-Done Imagine that you are a contracts administrator for a large health and fitness company. You are responsible for tracking an immense number of contract terms for all of the workout clubs in your territory. Some of the terms you are responsible for tracking include expirations and renewals. Rather than manually gathering expiration dates from the contracts and then typing out individual email notifications to the local sales reps and customers, you want to use SugarCRM to create an automated process that sends emails to them before the contract expires. Your objective is to create a process that automatically sends an email notification to the email address of the “associated account” (e.g., the gym member) as well as the “assigned to” user of the “associated account” (e.g., the local sales representative). The objective can be achieved as follows: 1.Create and configure a Process Email Template 2.Create and configure a Process Definition “The Contract Expiration Notification” Section One: Plays for the Beginner

4. How to Execute “The Contract Expiration Notification” TaskModuleProcedureButtons and Icons Create and configure a Process Email Template Process Email Template 1.1 Click on the drop-down menu to the left of the search bar and select "Process Email Templates" to open the Process Email Templates module. 1.2 Click the blue "Create" button to create a new email template in the Process Email Templates module. 2.1 Type the name of the process in the “Name” field. 2.2 Select the “Contracts” option located under “Target Module”. 2.3 Add a description of the process. 2.4 Click "Save & Design" to begin creating your email template. (See the screenshot in the "Tips & Hints" section below if you need visual help with filling out the fields.) 3.1 Fill in the "Subject" field with the message that you want your recipients to see. Note, by clicking on the tiny button in the top right corner of the "Subject" field, you can check the "End Date" box to automatically insert the end date (as indicated on the contract) into the subject line. 3.2 Type the body of the email that will be sent to the gym member and the sales rep. 3.3 Click "Save & Exit" to complete the design of your email template. (See Tips & Hints below for visual help.) Create and configure a Process Definition Process Definitions 4.1 Click on the drop-down menu to the left of the search bar and select "Process Definitions" to open the Process Definitions module. 4.2 Click the blue "Create" button to create a new process definition in the Process Definitions module. 5.1 Type the name of the process in the "Name" field. 5.2 Select the "Contracts" option from the "Target Module" field. 5.3 Add a description of the process. 5.4 Click "Save and Design" to begin designing the process flow diagram on the Designer Canvas.

5. Process Definitions, Designer Canvas 6.1 Drag-and-drop the Target Module icon onto the canvas to create a start event. 7.1 Drag-and-drop the clock icon onto the canvas to create a "wait" event. 8.1 Drag-and-drop the envelope icon onto the canvas to create a "send message" event. 9.1 Drag-and-drop the circle icon onto the canvas to create an "end" event. 10.1 Create connector arrows to connect the sequence of events. (See Tips & Hints below if you have trouble creating arrows.) 11.1 Double-click the names of the events and rename them as shown in the designer canvas screenshot in the Tips and Hints section below. See Tips and Hints 12.1 To configure the start event, right click on the start event icon and choose "Settings". 12.2 Select "Updated Records Only" (All Updates) to select how the process definition will be triggered to start. 12.3 Click Save. 13.1 To configure the wait event, right-click on the wait event and choose "Settings". 13.2 Select "Fixed Date"; click "Contracts" within the "Fields" menu; choose "End Date". 13.3 Select the minus icon, located above the "Constants" bar. 13.4 Choose "Time Span" from the "Constants" drop-down menu. 13.5 Enter the value of "2" weeks; click submit. 13.6 Click "Save". See Tips and Hints

6. 14.1 Right-click on the send message event and choose "Settings". 14.2 Select the "Contracts” module. 14.3 Select your email template (e.g., "Contract Expiration Notification") 14.4 Click "Recipient" within the "To" field. 14.5 Select the Accounts module and the “Email Address” field. 14.6 Click "Submit". 14.7 Click "User" within the "Cc" field. 14.8 Select the accounts module and the "User in Accounts" "who is assigned to the record". 14.9 Click "Save". 15.1 Configure the end event by right-clicking on the end event and selecting "Do Nothing" from the "Result" drop down menu. 16.1 To enable the process definition, click on the drop-down menu to the left of the search bar and select "Process Definitions" to open the Process Definitions module. 16.2 Find the process definition that you just created and click the drop-down button at the far right of the row; select enable. PROCEDURE COMPLETE! You have successfully set up an email that will automatically go out to the gym member and local sales rep two weeks before the end of the contract.

7. Tips & Hints Steps 1-3 ●Fill out these three fields. (Step 2) ●Make sure the “Contracts” module is selected. (Step 3) ●When designing your email template, click the corner of the “Subject” field and check the “End Date” box to pull the actual end date from the contract. (Step 3)

8. Tips & Hints Steps 4-5 ●You might want to give the process the same name as the email template that you just created. (Step 5) ●Choose “Design” from the dropdown menu after saving your edits. This will take you to the Designer Canvas. (Step 5) ●Write a description similar to the description of the email template. (Step 5)

9. Tips & Hints Steps 6-15 ●Drag-and-drop icons from this toolbar onto the canvas. (Steps 6-9) ●To create connector arrows, click an event, hover over the edge of the event, and let the cursor change to a plus sign. Then click and drag to the next event. (Step 10) ●In the criteria box, pose a phrase conversationally as “End Date minus two weeks.” The variable “End Date” must come first in this phrase. (Step 13)

10. The Scenario & Job-to-be-Done In this scenario let’s say that you work for a large insurance company, and you are responsible for distributing leads to a nationwide community of agents when inquiries are generated on the company’s main website. Rather than manually routing the leads to the appropriate point person in each territory, you’d like to set up a system to automatically send those leads to the right agent. Additionally, you would like to notify the agent’s supervisor if the lead is not converted within a reasonable amount of time. Your objective is to create a process for automatic territory-based lead routing, with escalation to supervisors for leads that aren’t being handled. The objective can be achieved as follows: 1.Create and configure a Process Business Rule 2.Create and configure a Process Email Template 3.Create and configure a Process Definition “The Territory-Based Lead Route” Section Two: Plays for the Intermediate

11. How to Execute “The Territory-Based Lead Route” TaskModuleProcedure Buttons and Icons Create and Configure a Process Business Rule Process Busines s Rule 1.1 Click on the drop-down menu to the left of the search bar and select "Process Business Rule" to open the Process Business Rule module. 1.2 Click the blue "Create" button to create a new Process Business Rule in the Process Business Rule module. 2.1 Type the name of the business rule in the "Name" field. 2.2 Select the "Leads" option -- located in the "Target Module" drop-down menu. 2.3 Enter a description of the process business rule. 2.4 Click "Save and Design". 3.0 In this step you will create a condition that shows each of the 50 US States, with a return value as East or West. You will also create a condition and conclusion for a null condition with a return value as "False". 3.1 Select "Primary Address State" from the drop-down menu under the conditions box. 3.2 Select the "==" option from the drop-down menu next to the minus box. 3.3 Open "Constants" in the box under "Address State" and Select "String, Number and Boolean". Enter "ME" as an abbreviation for Maine, and click "add string". 3.4 Click the plus box to add another row. 3.5 Repeat steps 6b through 6d for each of the 50 US States. (Note, if you are only doing this exercise as a tutorial, you can pick a handful of states, rather than all 50, just to get the gist. 3.6 Repeat steps 6b through 6d for a null field by leaving the value for the state blank and hitting enter. You should see a "" value in the white box above constants.

12. 4.1 Assign each state a return value by opening “Constants” in the box under “Return”, selecting “String, Number and Boolean”, entering “East” or “West”, and clicking “add string”. For the null condition, assign it a “False” value. 5.1 Click "Save and Exit" to complete the creation of the business rule. Create and configure an email template. Process Email Template 6.1 Click on the drop-down menu to the left of the search bar and select "Process Email Template" to open the Process Email Template module. 6.2 Click the blue "Create" button to create a new process email template. 7.1 Type "Lead Assignment Notification" in the "Name" field. 7.2 Select the "Leads" option from the "Target Module" drop-down menu. 7.3 Enter a description stating that an email notification will be sent to the sales rep to let him know that a lead has been assigned to him. 7.4 Click "Save and Design". 8.1 Write the email that you want to send to all sales reps to let them know when they are assigned a new lead. 8.2 Click "Save & Exit" See Tips & Hints Create and configure a process definition. Process Definition 9.1 Click on the drop-down menu to the left of the search bar and select "Process Definitions" to open the Process Definitions module. 9.2 Click the blue "Create" button to create a new Process Definition in the Process Definitions module. 10.1 Type the name of the process in the "Name" field. Maybe call it “Territory-Based Lead Route”. 10.2 Select the "Leads" option from the "Target Module" drop-down menu. 10.3 Enter a description of the process. You could describe it the same as you did in Step 2. 10.4 Click "Save and Design" to begin designing the process flow diagram on the Designer Canvas. See Tips & Hints

13. Process Definition, Designer Canvas 11.1 Drag the target module icon from the toolbar onto the canvas to create a start event. 12.1 Double click the start event and rename it "New Lead". 13.1 Right click "New Lead" 13.2 Go to "Settings" 13.3 Select the "Leads" Module and select "New Records Only from the "Applies to" drop-down menu. 13.4 Click "Save". 14.1 Drag and Drop the "Action" icon from the toolbar onto the canvas. 14.2 Rename it "Lead Routing Business Rule". 14.3 Right-click the business rule icon and select "business rule" from the action type menu. 15.1 Drag-and-drop the diamond-shaped exclusive gateway icon onto the canvas; rename it "Route Lead". 16.1 Drag-and-drop an "Action" onto the canvas from the toolbar. 16.2 Rename the action "East". 16.3 Right-click “East” and select "Round Robin" from the "Action Type" menu. 16.4 Right-click "East" and select "Settings". 16.5 Go to Settings and select "East" from the "Select Process User from Team" menu. 16.6 Check the "Update 'Assigned To' on record" box. 16.7 Save.

14. 17.1 Drag-and-drop an "Action" onto the canvas from the toolbar. 17.2 Rename the action "West". 17.3 Right-click "West" and select "Round Robin" from the "Action Type" menu. 17.4 Right-click "West" and select "Settings". 17.5 Go to Settings and select "West" from the "Select Process User from Team" menu. 17.6 Check the "Update 'Assigned To' on record" box. 17.7 Save. 18.1 Connect the sequence of events with arrows to reflect the following flow: New Lead --> Lead Routing Business Rule --> Route Lead. 19.1 Connect the "Route Lead" gateway to the East and West territories with two diverging connector arrows. 20.1 Right click "Route Lead" and select "Settings". 20.2 Go to "Evaluations" and set the criteria in each of the boxes to reflect the business rule that was created. "Criteria (West)" should be set to "Lead Routing Business Rule is equal to 'West'". 20.3 Set "Criteria (East)" to "Lead Routing Business Rule is equal to 'East'". 20.4 Set "Criteria (Add Note)" to "Lead Routing Business Rule is equal to "". 20.5 Save. See Tips & Hints 21.1 Drag and drop a "Send Message" event onto the canvas. 21.2 Rename it "Lead Notification Email". 21.3 Right-click the "Lead Notification Email" event, select the "Send Message" option from the Action menu. 21.4 Go to settings and select the "Leads" module option and the "Lead Assignment Notification" email template. 21.5 Within the "To" field select the "User in leads who is assigned to the record". 21.6 Save.

15. 22.1 Drag and drop a "Wait" event from the toolbar onto the canvas. 22.2 Rename it "Wait 2 Days". 22.3 Right-click and select "Settings". 22.4 Enter a duration of "2" "Days". 22.5 Save. 23.1 Create an arrow connecting "Lead Notification Email" to "Wait 2 Days". 23.2 Create an arrow from East and an arrow from West that converges on Lead Notification Email. See Tips & Hints 24.1 Drag-and-drop the diamond-shaped "exclusive" gateway from the toolbar to the canvas. 24.2 Rename it "Lead converted?". 24.3 Create an arrow flowing from "Wait 2 Days" to "Lead Converted?". 25.1 Drag-and-drop an "Activity" from the toolbar onto the canvas. 25.2 Rename the activity "Escalate to Supervisor". 25.3 Create an arrow flowing from "Lead Converted" to "Escalate to Supervisor". 26.1 Right-click on "Lead Converted" and select "Settings". 26.2 Use the drop-down menus to create the following criteria: “Status is not equal to “Dead” “or” “(“ “Converted is not equal to true” “and” “Status is not equal to ‘dead’” “)” 26.3 Click "Save". See Tips & Hints 27.1 Drag-and-drop an end event onto the canvas. 27.2 Rename it "Process Ends". 28.1 Create an outgoing arrow from "Lead Converted" to "Process Ends." 29.1 Right click on "Escalate to Supervisor" 29.2 Go to "Users" 29.3 Select "Static Assignment" "Global" "Supervisor". 29.4 Save.

16. 30.1 Drag-and-drop a "wait" event onto the canvas. 30.2 Rename it "Wait 1 Day". 30.3 Right-click the wait event and go to "Settings". 30.4 Set the duration to "1" "day". Save. 30.5 Create an outgoing arrow from "Escalate to Supervisor" to "Wait 1 Day". 31.1 Create an outgoing arrow from "Wait 1 Day" to "Lead Converted". See Tips & Hints 32.1 Drag-and-drop an "Action" event onto the canvas. 32.2 Rename it "Add Task". 32.3 Right-click “Add Task” and select "Add Related Record" action type. 32.4 Go to settings and set the Related Module" field to "Tasks (Tasks:tasks)". 32.5 Set the "Fields" to "Assigned to" "Admin". 32.6 Set the "Description" field to "{::Leads::first_name::} does not have a valid state in the address". 32.7 Set "Due Date" to "Date Modified + 2d". 32.8 Set as "High" priority; set start date to "Date Modified + 2d); set status to Not Started and Subject to "Invalid State Entered". 32.9 Save. 33.1 Create an outgoing arrow from “Route Lead” to “Add Task”. 34.1 Create an outgoing arrow from “Add Task” to “Process Ends”. 35.1 Set "Process Ends" to "Terminate Process". 36.1 Click on the drop-down menu to the left of the search bar and select "Process Definitions". Click the drop-down button at the far right of the “Territory-Based” Process Definition; select enable. COMPLETE!

17. Tips & Hints Overview ●Your final process flow diagram should look like the one illustrated here.

18. Tips & Hints Steps 1-5 ●Give the business rule a description similar to the one here. (Step 2) ●If a potential customer leaves the “State” field empty when submitting an inquiry, you want it to be flagged as “False” so it can be routed to a supervisor. (Step 4) ●Your list of states should look like this. Note, you may use abbreviations for state names. (Step 3)

19. Tips & Hints Steps 6-8 ●This is the email that an agent will get when a new lead is assigned to him. (Step 8)

20. Tips & Hints Steps 11-35 ●If a lead is not converted within two days, we want to escalate it to the supervisor so that he/she can assign the lead to someone else. (Step 22) ●In Step 26, the settings for the “Lead Converted?” gateway should look like the criteria in this image. (Step 26)

21. For more info, visit www.verytjberry.comwww.verytjberry.com or email timothy.berry.jr@gmail.com.timothy.berry.jr@gmail.com Section Three: Plays for the Advanced