A business process – is a set of interrelated or interacting activities that use inputs to deliver an intended result. (transform inputs into outputs). It is a collection of different activities which use one or more types of resources and as result of which a product is created that have value to the consumer. It is a certain set of steps leading to a goal. There are two types of business processing in Creatio.
A business process (BP) is used to implement the vision of management objectives following a specific path for the entire organization. It identifies how the company will operate, a guidance system, to ensure better quality data and completeness of data. A business process is also used to automate manual tasks and thus relieves the work load on employees.
Examples are:
Business Process Model and Notation (BPMN) is a graphical notation that depicts the steps in a business process. BPMN depicts end to end flow of a business process. The notation has been specifically designed to coordinate the sequence of processes and the messages that flow between different process participants in a related set of activities.
Visit the Udemy - Business Process course for helpful overview of BPMN.....
Process example in BPMN:
Creatio BPMN - Send reminders for overdue activities
The second type of business processing is called DCM for dynamic case management. DCM is used when you don't have a defined process where one step is completed before the next step. Cases are used if the user has choices in what actions to perform - like adding toppings to a pizza. DCM is popular in smaller companies that don't have a need for complex business process management.
A case is the work that drives business value, offering a meaningful benefit to customers, partners and stakeholders. A case is a set of tasks that ultimately leads to a specific business result. A task is the requirement that ought to be performed within a defined period of time. A case is not a task. Examples:
What is DCM?
Dynamic Case Management (DCM) is a software-based approach of managing, improving, and automating operations.
Cases are non-linear activities - they don't correspond to a set order and they don't have to be performed.
DCM does not fully specify how the work has to be done. It provides users with the tools to quickly make effective decisions and select the best set of activities to solve a case and achieve the most successful outcomes.
DCM is about achieving the business goals and delivering unique customer experience.
Example: Cancelling a suspicious transaction from a trusted customer.
Creatio DCM Corporate Sales process
What is a DCM system?
A DCM system is a system that helps users to work on cases. The system must be agile and have certain characteristics:
DCM - dynamic case management is found in 3 sections of Creatio: Sales->Leads, Sales->Opportunities and Service->cases. For example, a sales process may have multiple stages and various steps in each stage. The CRM user many not need to follow each business process step and stage sequentially - thus dynamic case management.
Visit the Udemy - Dynamic Case Management course for helpful overview of BPMN.....
Creatio Business process setup guide PDF
Creatio uses the global standard of BPMN 2.0 (business process management notation) that uses color code image to represent elements such as tasks, sub-processes, gateways and events
Events used in Creatio:
Start events:
Simple start event
Message start event
Signal start event
Start timer event
Two Creatio process examples. One with Simple start and the second with a Single start
| User Actions | System Actions | Start, intermediate & End Events |
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The built-in System Designer is used to manage business processes and monitor their processing. Creatio stores all the processes in a Process library
A process can be opened and modified or copied then modified - which is helpful when changing out-of-the-box processes, Actions for a process are shown below and in particular, each process can be activated or deactivated.
A process starts with something like a Signal: a new record is added or a field is changed in some data
Depending on the specific element used in the process workflow there are different properties that are used to configured what and how the action or event is used. The following example is a task configuration form to create a phone call follow up activity
Lead nurturing campaign workflow
Lead distribution workflow
Attract new audience trigger campaign workflow
Contracting workflow
Sales initiation process (new opportunity)
Sales process workflow
Dynamic case management for Opportunity stages
Orders Approval process flow
Case registration from incoming phone call
Creating and processing tasks for case diagnostic and resolution
Incident Management work flow
Dynamic case management for stages of a Service case
Process log monitoring and analytics for Service related processes
Business processes in Creatio – A quick overview on business processes in Creatio with useful links on how to create, run, monitor and manage the business processes.
Getting started with Process Designer – Learn more about the Process Designer interface.
Getting started with dynamic cases – Learn more about the Case Designer interface.
“Process log” section – Learn how to work with the Process Log in Creatio.
Check Creatio marketplace for free business process templates illustrating different aspects of Creatio business process. These are examples of processes covered in the Process Designer guide.
Business processes: start events template contains examples mentioned in the Process events article.
Business processes: parameters template contains examples mentioned in the Process parameters article.
Business processes: basic steps in working with data template contains examples mentioned in the Working with data article.
Examples of Marketplace business process templates:
Engaging dormant customers – is a great template illustrating how to create a cyclic business process in Creatio.
Granting new owner access rights to the account data – this template provides a practical example on how to manage access rights as part of a business process flow.
Employee on-boarding – a working process for handling a new hire, with all common practices found in Creatio process design.
Feed notifications on account related events – an example of automating notifications using BPMN business process.