Contents

Introduction

Before you start

Choose a base or MBU flow

Service request flows

Enable service request flows

 

Introduction

Tamarac CRM offers Power Automate flow templates for each default service request to help you automate common service request workflows and provide a starting point for building workflow automation around your existing CRM processes.

Each default service request has a corresponding base and multi-business unit (MBU) flow template. You can pick the version that matches your firm's structure.

Note

These templates automate the same task creation as the legacy service request workflows, so your firm can transition without disrupting existing processes.

This article covers details on the service request Power Automate flow templates.

For more information on the default service requests, see Introduction to service requests.

Before you start

You must have appropriate permissions to use and enable Power Automate flows.

The following are the roles and permissions available:

user permissions
Any User with Dynamics 365 License

  • Create Power Automate flows
CRM System Administrator or Global Admin for Microsoft 365

  • Create Power Automate flows

  • Deactivate or turn off legacy flows

  • Enable new Power Automate flows

Important

You must disable your firm's original service request workflows before you enable the new Power Automate flows, to avoid creating duplicate tasks.

Choose a base or MBU flow

The multi-Business Unit (MBU) flow serves the same purpose as the base flow, but supports firms with multiple business units. Use the following table to decide which version fits your firm.

Your firm's setup Recommended flow
Your firm operates within a single business unit, or all users involved in a service request's task assignments share the same business unit access.

Base flow
Your firm has multiple business units, and a service request's tasks need to be assigned to users in a business unit that the person submitting the request doesn't have access to.

MBU flow

Example

An advisor with access to only their own business unit submits an Incoming Deposit service request. The request includes a task that needs to go to an operations team member who works in a different business unit. Since the advisor doesn't have access to that business unit, use the MBU flow so the task assigns correctly.

Service request flows

Each flow triggers when a user saves and submits the corresponding service request.

For more information, select each service request.

Service request Base flow template MBU flow template Legacy Dynamics 365 workflow
Client Info Update TamTemplate - Service Request - Client Info Update TamTemplate - Service Request - Client Info Update MBU

Client Info Update
Incoming Deposit TamTemplate - Service Request - Incoming Deposit TamTemplate - Service Request - Incoming Deposit MBU

Incoming Deposit
Strategy Updates TamTemplate - Service Request - Strategy Updates TamTemplate - Service Request - Strategy Updates MBU

Strategy Updates

Enable service request flows

To implement these flows, we recommend you create a copy of each template instead of turning on the template flow directly.

With a copy of the templates, you can choose to maintain all the components or further customize them to meet your firm's needs. This also protects your changes from being overwritten in future releases since the templates are part of the managed solution.

To enable a service request Power Automate flow, a Global Admin User must:

  1. Disable the corresponding legacy service request workflow.

  2. Add the base or MBU flow template to the Tamarac Power Automate Flows Custom Solution.

  3. Create a copy of the flow template.

  4. Optionally, make changes to your copied flow.

  5. Turn on the flow.

For detailed steps, see Enable Power Automate flows.