Configuring workflow and escalation rule behavior

In a standard Sage CRM installation, workflow is activated for cases, solutions, opportunities, and leads by default. There are predefined workflows for these entities and workflow action buttons are displayed onscreen to the user. If you deactivate workflow for an entity, the workflow action buttons are no longer displayed.

You can manually activate workflow for campaigns, companies, and people, and then define your own workflows for these entities. You can also define workflows for a custom entity if you enabled workflow when you built the custom entity.

In addition to the standard opportunity workflow, there's a ready-to-use Quick Sale Workflow that's designed for products that don’t require a complex sales cycle and can be sold in a few steps. You must activate the Quick Sale Workflow if you want to use it. For more information, see Editing a workflow.

The status area on the summary screens for cases, solutions, opportunities, and leads is part of workflow. To update the status fields in this area, a user must progress the record through the workflow. If you deactivate workflow for these entities, a Progress button is displayed rather than the workflow actions, and a user can enter values in the status area.

If you're using escalation rules in your workflows or outside workflow, you must configure escalation settings. For more information, see About quick notifications and escalation rules.

You activate and deactivate workflow for specific entities and configure escalation settings as follows:

  1. Click <My Profile> | Administration | Advanced Customization | Workflow & Escalation Configuration.
  2. Click Change.
  3. Complete the Workflow and escalation settings. Ensure you select Yes for the entities that you want to activate workflow on.
  4. Click Save. Workflow is now activated for the entities you selected above. You can create your workflows for these entities. For more information, see Building a workflow.