Understanding Action Types

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Some of the functionality described in this article is available as part of our Albariño release and will not be available if your Practifi instance is not upgraded to this release. 

 

Overview

Practifi includes actions to the workflow engine that can be used in a multi-step workflow or single-step workflow. These actions are designed to automate work outside of the workflow itself. This article outlines the Action Types available to you within your organization and considerations around using these Action Types. For more information about creating multi-step and single-step workflows, please consult our Creating Processes and Creating and Using Task Templates articles. 

Understanding Action Types

Actions are created and associated with workflows within your organization, either within a multi-step workflow or a single-step workflow. Each Action has an Action Type associated with it, which sets what automation occurs within your organization after completing the associated workflow step. 

Our workflow engine includes the following Action Types to be associated with workflow steps:

Action Type Name Action Performed  Notes
Create New Task in this Process When this action is associated with a process step, it will progress the process by creating a new task when the current step is completed.  
Start a New Process Begins a new process within your organization upon completion of the current step.   
Set Process Stage for this Process Sets the overall stage of the process that the process step is associated with.  
Create a New Service Creates a new Service record related to the Key Entity.   
Set Service Stage for Related Service Changes the workflow's related Service stage to the stage designated.   
Set Client Stage for Related Client Changes the workflow's related Client stage to the stage designated.  

Create a New Service and a New Process

Creates a new Service record related to the Key Entity of the workflow and begins a new process in the organization.  

Save to Related Record

Pushes data captured in an Active Form to records related to the Task or Process, either directly or indirectly. An example of this would be capturing contact details in the form and updating the Primary Member of the related Household with those details. This Action Type requires an Active Form to work. Without it, there’s no data to save to the related record.

Create a Deal

Creates a new Deal associated with the workflow's Key Entity.   

Create an Event

Creates an Event associated with the workflow's Key Entity.  

Post to Noticeboard

Creates a Noticeboard post on the Key Entity's record.   

Send a Notification

Sends a notification to an associated team member to alert them to designated information.  

Send an Email

Sends an email to the designated recipients. The email sent by the workflow engine is a Lightning Email Template, which can be created using Salesforce’s drag-and-drop email builder tool. Please see the Sending Emails section below for considerations around using the Send an Email Action Type. 

 

Creating Actions

  1. Select the Actions heading located beneath the Task Outcomes heading on the Process Task overview page.
  2. Select the New button located on the right-hand side.
    • Please note: You can also access the creation of new Process Actions by using the caret button next to the hyperlinked Process Action heading. This article guides users through the list view process since it offers a better view of all the process actions built.
  3. Enter the name of the action in the Name field. 
  4. From the drop-down menu within the From Outcome field, select the outcome that should then trigger this action when selected upon task completion.
  5. Set the action to occur when the task is completed with the specified outcome from the Action Type field drop-down menu.
  6. Once the action has been specified, select the appropriate task, process, service, service stage or client stage within the rendered fields to direct the action to the specific value. 
  7. Press Save to finalize the creation of the action. 

Available Inputs

Below are the available inputs for each action that appear on-screen once you’ve selected them from the Action Type picklist:

Action Type Field Notes
Create New Task in this Process Create Task  
Start a New Process Launch Process  
Set Process Stage for this Process Process Stage  
Create a New Service Service Type  
Service Stage  
Set Service Stage for Related Service Service Stage  
Set Client Stage for Related Client Client Stage  
Create a New Service and a New Process Launch Process  
Service Type  
Service Stage  
Save to Related Record  Target Object Specifies which object the related record exists within.
Target Method

Used to specify whether the lookup value determining which record is the related one lives on the Process or on the Task, or both.

Available values:

  1. Process only

  2. Task only

  3. Process first, then Task

  4. Task first, then Process

Please note: Task Templates cannot include Processes in their Target Method.

Create a Deal  Service Type   
Deal Stage  
Create an Event Subject  
Event Type  
Description  
Name On the Event record, Name captures the People (Individuals & Contacts) that are associated with the record. Choose the types of people related to the Key Entity that you want to associate with the Event.
Attendees (Role) Specify the Servicing Team Members you wish to include as Event Attendees, based on their Role.
Attendees (Business Role) Specify the Servicing Team Members you wish to include as Event Attendees, based on their Business Role.
Post to Noticeboard Alert Level  
Post  
Archive Date Interval Set the number of days after the post is created that you want it to appear. After that, it will be archived automatically.
Send a Notification Notification Message  
Role Specify the Servicing Team Members you wish to notify, based on their Role.
Business Role

Specify the Servicing Team Members you wish to notify, based on their Business Role.

Public Group If the people you wish to notify aren’t members of the Servicing Team, create a Public Group in Salesforce Setup as a way of including them.
Send an Email Email Template Specify the Record ID for the Lightning Email Template you wish to send.
Show Additional Message If checked, then the Additional Message section appears when the user previews the email before sending it. Check this box if the Email Template contains an %AdditionalMessage% string.
Allow Users to Remove Email Addresses If checked, then when previewing the email in the Mark as Complete action, the user will be able to remove predefined recipients.

Cc Recipients

 
Bcc Recipients  
To - Person Type Specify the Individuals & Contacts you wish to include in the To field, based on their Relationship Type.
To - Team Member Role Specify the Servicing Team Members you wish to include in the To field, based on their Role.
To - Team Member Business Role Specify the Servicing Team Members you wish to include in the To field, based on their Business Role.
Cc - Person Type Specify the Individuals & Contacts you wish to include in the Cc field, based on their Relationship Type.
Cc - Team Member Role Specify the Servicing Team Members you wish to include in the Cc field, based on their Role.
Cc - Team Member Business Role Specify the Servicing Team Members you wish to include in the Cc field, based on their Business Role.
Bcc - Person Type Specify the Individuals & Contacts you wish to include in the Bcc field, based on their Relationship Type.
Bcc - Team Member Role Specify the Servicing Team Members you wish to include in the Bcc field, based on their Role.
Bcc - Team Member Business Role
Specify the Servicing Team Members you wish to include in the Bcc field, based on their Business Role.

 

Sending Emails

When using the Send an Email Action Type, it is essential to know that Salesforce supports sending emails via Microsoft 365 or Gmail, but only for those created manually using the email composer found in the Global Actions menu and the Activity Timeline. Emails sent using other means, such as our workflow engine, can only be sent via Salesforce’s email servers. Learn more about sending through Salesforce's email servers. 

Any workflow step with the Send an Email Action Type displays a preview of the email to the user before sending it. The preview step also allows you to add additional recipients, choose what email address the message is sent from, and add an additional message if supported by the action’s email template.

If you want to allow team members to slot in a personal message before the email is sent, include the %AdditionalMessage% string in the email template at the relevant point. This string should be included in the template as a separate paragraph to ensure proper sending. Only one additional message per email template is supported. If you add the above string to a template multiple times, the same message will appear in each spot. If an additional message is added, the Show Additional Message checkbox must be selected on the Action after selecting the Send an Email Action Type. 

Actions and Active Forms

Actions were designed with Active Forms in mind as they become much more helpful when they can factor in information captured while completing a workflow. To take creating an Event as an example, fields like Start & End Date/Time can’t be meaningfully set ahead of time; you need to do so while working with the Event Attendees to coordinate schedules. The lone exception is the Send an Email Action Type, where the content is handled by the Email Template and the dedicated preview step that appears in the Mark as Complete action.

When editing an Active Form, if the related Form Fields and Field Sections are changed after a task is created, the record is not updated with these changes. However, the Actions executed are based on what is present in the Active Form at the time of the Task completion. This means it is possible for an Active Form to not correctly reflect the inputs required for a Task Action at completion, causing an error.

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