Customize business process flows

With Dynamics 365 Sales, you can help ensure that users enter data consistently and follow the same steps every time they work with a customer by creating a business process flow. For example, you might want to create a business process flow to have everyone handle customer service requests the same way, or to require that users get approval for an invoice before submitting an order.

License and role requirements

Requirement type You must have
License Dynamics 365 Sales Premium, Dynamics 365 Sales Enterprise, or Dynamics 365 Sales Professional
More information: Dynamics 365 Sales pricing
Security roles System Administrator or System Customizer
More information: Predefined security roles for Sales

How do business process flows help?

Business process flows use the same underlying technology as other processes, but the capabilities that they provide are very different from other features that use processes.

With business process flows, you define a set of stages and steps that are displayed in a control at the top of a form. Each stage contains a group of steps. Each step represents a field where data can be entered. Users advance to the next stage by using the Next Stage button. You can make a step required so that users must enter data for the corresponding field before they can proceed to the next stage. This is called “stage-gating.”

Business process flows appear relatively simple compared to other types of processes. This is because they do not provide any conditional business logic or automation beyond providing a streamlined experience for data entry and controlling entry into stages. However, when you combine them with other processes and customizations, they can play an important role in saving users time, reducing training costs, and increasing user adoption.

Entities available for business process flows

Entities are sets of records. You can use the following entities to create business process flows in Dynamics 365 Sales Professional:

  • Account

  • Contact

  • Invoice

  • Lead

  • Opportunity

  • Quote

You can use the following entities in additional stages added to a business process flow:

  • Account

  • Appointment

  • Contact

  • Email

  • Invoice

  • Lead

  • Opportunity

  • Phone Call

  • Product

  • Quote

  • Task

  • Team

  • User

Create a business process flow

Depending on the license you have, select one of the following tabs for more information:

  1. From the Sales Hub app, select the Settings icon Settings icon., and then Advanced settings.

  2. Select Settings > Customizations > Customize the System, and then select the customization area that you want.

  3. Follow the instructions in Create a business process flow to create or customize a business process flow.

Can't find the options in your app?

There are three possibilities:

  • You don't have the necessary license or role.
  • Your administrator hasn't turned on the feature.
  • Your organization is using a custom app. Check with your administrator for exact steps. The steps described in this article are specific to the out-of-the-box Sales Hub and Sales Professional apps.

See also

Customize forms
Customize views