Creatio- Business Processes, Cases and Workflow

There are two type 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.

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:

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. 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:

Submitting reimbursement claim to an insurance company
Opening a bank account
Launch of a new product

What is DCM?

Dynamic Case Management (DCM) is a software-based approach of managing, improving, and automating operations.

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.

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:

Quick access to information required for effective decision making
Capabilities to automate core processes within the case
Tools to analyze cases and drill down into case performance details
Ability to quickly change case parameters (business rules)
Ability to define new case flows based on results of previous cases
Agile system

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

Components of BPMN in Creatio

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 activate processes and event subprocesses. With the onset of the initial event, the process begins its execution and receives signals from other processes.
Intermediate "catching" events act similarly to start events, but do not initiate the process. When an incoming flow is activated, the intermediate process event waits for the corresponding "throwing" event to occur and once that happens, the outgoing flow is activated.
Intermediate "throwing" events once triggered, create messages or signals that activate the corresponding processing events.
End event should be the last element in the diagram of any process. Upon occurrence, this event terminates the current instance of the process, regardless of whether any other process branches are still running. The bold circle icon represents a end event.

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

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

Process Log - Monitoring and Analytics

Marketing Creatio out-of-the-box processes:

Lead nurturing campaign workflow

Lead distribution workflow

Attract new audience trigger campaign workflow

Sales Creatio out-of-the-box processes:

Contracting workflow

Sales initiation process (new opportunity)

Sales process workflow

Dynamic case management for Opportunity stages

Orders Approval process flow

Service Creatio out-of-the-box processes:

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

Resources: Creatio process and case management

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.

CREATIO MARKETPLACE CONTENT

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.