Taking advantage of the key features in Microsoft Dynamics CRM 2011 can greatly benefit your organization. One new feature built around business and organizational processes is the Dialog. A Dialog is useful for instances where a wizard or a call script is needed for users. It can benefit your company by guiding your employees through standard procedures, ensuring consistent business practices, and requiring collection of vital information from a customer or process. Dialogs are similar to Workflows in that they guide a user through a series of automated steps. Dialogs are different in that they involve more user interaction while a Workflow usually takes place behind the scenes.
To create a Dialog; navigate to the Process Center under Settings and select Processes. Click the New button then assign a Name to your process, specify the entity, and select Dialog as the category.
In the example below, I will show how to create a Dialog to qualify prospects looking for staffing software solutions.
In the Process Properties area, you can set additional properties for the Dialog. You can publish the Dialog active as a Process or Process template. Next, under Available to Run, choose how you would like to make the Dialog available to other users. Select “As an on-demand process” if you want to start your Dialog manually from the specified entity or “As a child process” if you want it to start when triggered by another Dialog. I will select “As an on-demand process” for the Staffing Leads Dialog.
Now you must map out your Process Logic. First, you can add Input Arguments to pass information into the Dialog to be used as a Child Dialog. Click “Add” in the Input Arguments section. From here you must specify the Name, Data Type, and Default Value. Second, you can add variables to store information in the Dialog for later use. Variables can be used for different purposes such as scoring leads as responses are collected. Follow the same steps to create a variable.
Finally, after the properties, input arguments, and variables are set, you can create the steps of your process. Begin this by adding a Stage. In the Process Logic area under “Steps” select where you want to add the stage. Then click “Add Step” and select “Stage”. Select OK and add a description. Next you will want to add a page. Pages are the screens a user will see when using the Dialog. They will contain a prompt and response. Create a prompt and response by clicking “Add Step” and selecting “Prompt and Response”. On the form you can list your Prompt Text, Tip Text, and specify the Response Details.
Other options available when creating a dialog include adding Check Conditions (See Workflows Blog) and Actions. The Actions you can choose to include in your process include: Query CRM Data, Assign Value, Create/Update/Assign Record, Send E-mail, Start Child Workflow, Link Child Dialog, Note, Change Status, or Stop Dialog. Save and close your Dialog.
Here is how the Dialog will appear in the lead entity which it was created from:
You can create Dialogs for multiple entities in Microsoft Dynamics CRM 2011 and revisit them to revise and make edits. Again, although many features of the Workflow process are similar to those of the Dialog process, users can interact with the Dialog. They are especially useful for call scripting and managing user interaction within a process.
Note: This is a basic outline for creating Dialogs. CRM 2011 allows for high-level architecture and complex design.
Learn more about Dialogs inside 1Staff by Requesting a Demo.