Troubleshooting Workflow (Salesforce Classic)

In this video, we explore how to troubleshoot
when a workflow rule doesn’t fire. And when a workflow rule does fire, but its
actions aren’t working as expected. We’re logged in as Aaron, the administrator
of AW Computing, who recently participated in a trade show that generated many new leads. We want to mark new trade show leads as “Hot”
to ensure that the sales team reaches out to the leads while their interest is high. From Setup, search for Workflow Rules. We can see that Aaron has created a workflow
rule on the Lead object called “Set Trade Show Leads to HOT”. When a Lead Source field equals “Trade Show”,
the associated action sets the lead’s Rating field to “Hot”. However, Aaron soon discovers that the rule
isn’t firing on any leads that have “Trade Show” as the lead source. So what can we do to troubleshoot the problem? Let’s start with the basics by first checking
whether the rule is active. On the All Workflow Rules page, we can see
that the rule is active, so that’s not where the issue lies. To test the rule, we can create a new lead
and set the Lead Source to “Trade Show”. Notice how the rating hasn’t changed to “Hot”? To investigate further, Aaron decides to use
the debug log. To enable logging, from Setup, search for
Debug Logs, click New, and enter the username. Next, we create another trade show lead to
view it in the debug log. Opening the most recent debug log, we can
search for the rule name. You can also search by workflow ID. To locate
the ID, open the workflow and copy the last part of the URL. We can see that the rule criteria weren’t
met because a value of “False” was returned. If we look more closely at the rule, we can
see that “trade show” has an extra space. That’s what’s causing the problem! Removing the extra space from the picklist
value should resolve the issue. However, it always pays to test any updates
you make to a workflow rule, so let’s create another trade show lead. Again, the rating hasn’t changed to “Hot”. Opening the latest debug log, we can see a
returned value of “true” so we know that the new record met the evaluation criteria and
our workflow rule fired. But although we resolved the first issue,
we now have a new problem where the workflow rule is firing, but it isn’t producing the
expected action. Let’s check whether other fields were updated,
which might explain this behavior. We can see that two updates were made to the
lead’s Rating field. The first update set the value to “Hot”. The second update, which changed the value
to “Warm”, was caused by a different workflow rule that fires whenever there are less than
50 employees. A record can meet the criteria of both rules
at the same time and both rules update the Rating field, so there’s no way to know whether
the rating will be marked as “Hot” or as “Warm”. Because workflow rules can’t be executed in
a guaranteed order, avoid creating workflow rules that update the same field on the same
object. To ensure that only one rule fires at a given
time, Aaron adds new criteria to the second rule to stop it from firing for trade show
leads. Aaron tests the rule one last time to confirm
it’s firing correctly and everything looks in order. Aaron now needs to investigate a workflow
rule that should notify owners of Hot accounts whenever an associated opportunity has an
amount of $100,000 or more, and when the account’s Rating field equals “Hot”. The evaluation criteria are set to evaluate
the rule when a record is created, and any time it’s edited to subsequently meet the
criteria. But some account owners haven’t received an
email notification when their records meet the rule criteria. To troubleshoot, let’s create a record to
test whether an email is sent. You can also use email log files to investigate
whether emails are sent correctly. Under Setup, search for Email Log Files and
click Request an Email Log. The email arrives as expected so we know that
the rule fired correctly. The problem must lie elsewhere, so instead
let’s examine how the problem opportunities are meeting the rule criteria. First, we look for Workflow field update actions
that might update the Amount or Rating fields. Under Workflow & Approvals | Field Updates,
there’s a field update called “Add warranty fee to Amount” that increases the entered
amount on an opportunity by 3% when fired. Notice how Re-evaluate Workflow Rules after
Field Change isn’t selected? If a field update increases the Amount to
over $100,000, the record will meet our notification rule’s criteria but it won’t re-evaluate the
rule. Let’s select that option now. Next, let’s examine the workflow rule more
closely. We can see that the workflow rule is associated
with the Opportunity object. As a result, any subsequent change made to
the parent record — Account, in this case — won’t be evaluated after the opportunity
is created. In other words, if the account rating is changed
to “Hot” after the opportunity is created, the rule won’t fire. Avoid creating workflow rules on child objects
that include criteria for a parent object. If this type of workflow rule is essential,
Apex code is required to fire the rule when a parent record is updated to meet the rule
criteria. For more information, search for these topics
in the Salesforce Help. Thanks for using Salesforce!

Bernard Jenkins

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