Blog / How To:
Creating Workflow Rules in Salesforce

By Rich Loen  /  Published on April 15, 2019

If you want to automate a process based on the result of a call in your call center, we have a set of recommended instructions for you. We're using the example of automating task creation here, but you can use workflow rules to automate processes related to other Salesforce objects in the same way. In order to make these changes and set up a workflow rule, you'll have to be a Salesforce Administrator on your company's Salesforce account.

First, some background information. In Salesforce, workflows let you automate internal processes and procedures to save your users time. A workflow rule sets up the workflow instructions, in the form of an if/then statement. Now, on to the process.

Navigate to Setup in the top right-hand corner of Salesforce Lightning.

Then, in the Platform Tools section, click on Process Automation → Workflow Rules.

You might see a splash screen titled Understanding Workflow. If this appears, click Continue. You'll wind up here:

Creating a New Workflow Rule in Salesforce Lightning

Now you'll create a new rule - this rule will be a task creation trigger. For our example, set the Object to Task.

Not all Salesforce objects will give you the option to select "Call Result" as your trigger, so choose accordingly! Click Next to move on to the next page.

2 - Select Workflow Object in Salesforce Lightning

Set the Rule Name to Reconnect, and add a relevant description. We want our workflow rule to take effect when a record is created, and any time it's edited to subsequently meet criteria. This ensures our rule is always kept up to date.

When the field Task: Call Resultequals the value Need to follow up, then rule Reconnect (that we've just created) will run. Hit Save & Next to move on to the task creation - what the workflow rule will do.

3 - Configure Workflow Rule in Salesforce Lightning

The next step defined what action is going to be taken by the workflow rule. In this case, I've chosen to create a new task. This will automatically take me to the next screen, which lets me define the task.

4 - Specifiy Workflow Actions in Salesforce Lightning

Here, I can select who the task will be Assigned To, the task Due Date, and other task descriptions.

You can also indicate whether the workflow rule is triggered immediately, or if it should be time-dependent. You can add different actions to the same workflow rule too - this can really ensure that nothing gets missed!

5 - Configure Task for a workflow rule in Salesforce Lightning

The last step is to click Save so you can head back to the Workflow Rules page and Activate your rule.

6 - Activate Workflow Rule in Salesforce Lightning

So that's how you make workflow rules and automatic tasks based on the call center call result in Salesforce.  Happy automating!

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About Rich Loen

Rich Loen is an experienced entrepreneur, engineer, Chief Technology Officer and senior software architect, who has managed multiple successful startups. He founded InGenius Software Inc., InGenius Engineering Inc., sofTV.net, Rewind Technologies and IceRadio.com. A number of news providers have produced features and profiles on Rich, including Bloomberg, the Ottawa Business Journal and Startup Stories Online, and Rich has been invited to speak about tech on CBC Television.