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Using Flow as a Cloud Workflow–Worked Example

   Words by Paul McQuillan

   on 28/03/2018 08:00:00

imageDynamics has always had an excellent Workflow Engine to add automated logic or tasks to a solution.

However this Workflow is restricted to actions within CRM itself, and needs additional input from a Plugin or Custom Workflow Action to implement logic outside CRM for calling a Webservice or implementing other Integrations.

Flow changes the rules for us here – in allowing a shared platform to run actions by calling Web Connected APIs, and so give us Flow Processes that are able to interact with various other Apps and Services available to our Cloud.

Particularly if we are using the Microsoft Cloud for Office 365, SharePoint and Dynamics, we can use Flow to bring the systems together as a single solution with Workflow spanning each of the systems involved. 

We can also use Flow to interact with Custom Webservices available to our Solution – and so exchange data with 3rd party webservices.

To look at this in detail, we can review the following worked example which will build a Flow that triggers from a new record in Dynamics, call out to a 3rd Party Webservice, parse the return, and then use this to create and send a new Email from Office 365. 

1. Define a Trigger based on Dynamics - Define our trigger, so we could ask our logic to trigger whenever a new Case record is created in CRM


2. Call Custom Webservice - As a second step, we can ask our Flow to call out to a Custom Webservice by building the JSON Call from variables retrieved from the Case record in CRM.


In this example, using the DocMan Webservice to generate a new Access Key to build a link for the Customer to view the Case online via 3rd Party Portal.

The Webservice will then return a JSON Response as the Body of the Http Action – which we will use in our next action.

3. Parse the JSON Response – As our Webservice is a custom JSON Method, this response will be returned as a block response.

We can use a Parse JSON Compose Action to translate the Response Body in typed variables that we can use in subsequent actions in our Flow.

To use this Parse Action, our best approach is to run the Webservice or Function in a controlled test to return the raw JSON Response – and then copy this Response into the Action so the Action can parse this into the relevant variables.


4. Read the Owner of the Case from Dynamics – if we want to Email a User or Customer as the end result of the Flow, then we need to read the Email Address for the record in CRM that we want to Email.

Note for Dynamics veterans – in a 'normal’ Dynamics Workflow, we can simply specify the [Owner] of the Case as the ‘To’ of the Email and this will handle the translation to sending the Email to the Owner’s Email Address; however Flow will interpret [Owner] as the User’s GUID Id rather than the User’s Email Address.  So we need this step to read the ‘systemuser’ record for the [Owner] to get the value of the Primary Email Address field for the User.


5. Use Office 365 to Send the Email – finally we can create an Action for Office 365 to create and send the Email.

This differs from our usual Dynamics Workflow where we create the Email as a Record in Dynamics, and then use Dynamics to send the Email. (typically using Server-side Sync with Exchange, or via the Email Router)


In this example, we instead push the email directly through Office 365 as using Flow we are capable of treating Office 365 as a connected Web Application as opposed to be limited to tools inside Dynamics itself.

For the Email we can use:

  • The Primary Email Address read from the User record in Dynamics in Step 4
  • The Case Title and Ticket Number from the Case record that triggered our Flow in Step 1
  • The Access Key from the JSON Response produced by our Custom Webservice in Step 2, and parsed to the URL variable by the Parse JSON Action in Step 3

The Email is then composed from each of these 3 sources.

We can then publish our Flow and test.

Flow Outcome

We can test the Flow by simply creating a new Case in Dynamics.


The creation of the Case activating the trigger for the Flow via the hook from Dynamics to Flow.

We can then view the performance of the Flow in much the same way as we can view the performance of a Workflow in Dynamics:


Our final outcome then being the Email which we should receive:


In our example providing us (or the Customer) with a link where they can then view the Public Face for the Case, and help us collaborate to the Case Resolution.


This ability to configure Flows as Workflow across different systems gives us a powerful tool to bring functionality from various systems into our a unified solution – and so allow us to bring additional functionality into Dynamics without developing this from the ground up.

As an example, this gives us the potential to get the best from SharePoint, the best from our Services available to us, and bring this into CRM by Flow – rather than having to build this functionality into CRM, or building complex engines to integrate this functionality into CRM.

Using Flow, we can also trigger actions from these systems – so creating a new CRM Record in response to an Email being received by Office 365, or creating a CRM Task in response to a File being uploaded to a certain SharePoint Location.  This gives us powerful tools for Email-to-Case functions, or Tasks to help collaborate in reviewing a Document.

We can then use CRM as a Platform for functionality across different Cloud Systems, and so give us a connected solution rather than a solution built over different pieces of development.

Further Reading

Using Microsoft Flow with Web Services to send messages to Microsoft Teams 

Dynamics CRM Workflow vs Microsoft Flow 

Create a Flow with Dynamics 365

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