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Anton Kolodnitskiy

Why “Bitrix24 Smart Processes” is a breakthrough

In this article, we'll look at

  1. How to find, add and configure a smart process in Bitrix24
  2. An example of a smart process for the window installation process of a window selling company
  3. How much it costs to set up a smart process

Bitrix24 as a good "combo" consists of many blocks - tasks, CRM, calendar, chats, business processes, disk, end-to-end analytics, etc. Some of these work well, others, not so well.

The CRM block in Bitrix24 is one of the most successful with user-friendly interfaces, many functions, the possibility of flexible self-configuration, without programming. Clients often ask to add something "like deals, but with a  slightly different behaviour and name":

  1. I need a directory of objects with filters, statuses, business processes.

  2. We want to process customer complaints and link them to transactions.

  3. We use our CRM for hiring personnel, and we want a separate section and entity for this.

  Previously, to solve such problems, we could:

  1. have a dedicated deal pipeline for this.
    The downside is that business processes, for example, will be common to all areas. And it’s strange to call a response to a vacancy advert  (if we use the CRM for hiring personnel) a deal.

  2. Use generic lists.
    A good option, if not for the outdated, limited interface for adding, editing. Plus there is no visual display of statuses and Kanban views.

  3. Create your new essence.
    The option is good for everyone, except for the high labor intensity - each interface and option needs to be programmed. But the method was so popular, despite the cost, that we even released a training seminar for programmers as requested by 1C-Bitrix.

The ability to create and configure deal-like entities for various purposes was sorely lacking. Taking into account the requests for updating Bitrix24 that are received by INTERVOLGA, I am sure that smart processes are the best novelty in Bitrix24 over the past few years.

Smart processes in Bitrix24

How to find, create and configure a smart process in Bitrix24

I personally think the value and capabilities of this tool are well worth the move.

Smart processes are located in the CRM section. You can find them in the top menu. When you go to the page, a list of smart processes is shown on the portal, and there is also a button for adding a new process.

By clicking on the Add button, we see 3 options:

  1. Essentials only.

  2. All options selected.

  3. Empty SPA.

Let’s build our process from scratch, by selecting “Empty SPA”

The first thing to enter is the title of the process.

Next, we can select the following options:

  1. Use custom pipelines and sales funnels in SPA
    If in your new entity there are several pipelines, differing in stages or several stages of work.
    For example, in recruiting,
          1. search,
          2. hiring and
          3. adaptation.
    Each of these pipelines has its own stages and we can connect them with tunnels - for example, On reaching a defined stage in “search”, initiate the “hiring” process.

    We recommend that you leave this option enabled if you really have several different procedures for this entity.

  2. Use custom stages and kanban in SPA
    Actually, the ability to see and use stages and kanban. We recommend leaving this option - the stages are useful for clarity and are needed for robots and triggers to work correctly.

  3. Use automation rules and triggers in SPA
    It makes it possible to implement automation - sending notifications, setting tasks, etc.

  4. Make new pipelines public
    If you use several pipelines and want to give access to new pipelines automatically, check this option. Otherwise, you will have to configure the rights manually after adding a new pipeline.

Customizing fields and additional features

This tab controls which standard fields to display in the new entity card.

  1. Company details.
    Possibility to link bank details.

  2. Source.
    Information about where the item came from.

  3. Customer.
    Link to company and contact person.

  4. Start and end date.
    The start dates for the item and the estimated end date.

  5. Observers.
    Ability to add observers who will have access to the item.

 We strongly recommend not to include unnecessary fields - the more fields there are in the card, the less convenient it will be to fill quickly. For example, to store responses to a vacancy position, it is enough to check the "Observers" box to enable your colleagues to view the response. The other items are unnecessary and will simply "clog" the card.

Also here you can mark additional options:

  1. Print documents.
    If you need to generate documents from a new entity card. 

  2. Bind to catalog products
    If you need products from the catalogue in a given entity.

  3. Use Recycle Bin
    If the information in a given entity is critical to you and you want to first place the object in the trash before deleting it.


Important tab and function. 

It is not just storage of new elements that is really valuable, but also their connection with other entities of the system. 

For example, you are a construction company and you create the entity "House". It is important for you not only to see a list of all the houses and at what stages of construction they are, but also to link them to deals with clients. In the future, you can introduce a new concept - for example, "Residential complex". It will be necessary to link houses and residential complexes with each other.

To implement this feature, the options on this page are used:

  1. Bind to this smart process.

  2. Link this smart process to other CRM entities.

The first option allows you to select which elements can be bound to this process, and the second, which elements you can bind this smart process to.

We recommend that you enable only the entities you need. If you do not need to use leads or a link of the entity with leads is not needed, do not check this option. If in the future you need such a connection, you can change the settings of the smart process.

Bind to other tools

If you need tasks, calendar events or other CRM entities to be able to be linked to your smart process, you need to check the appropriate options.

Again, make sure not to include unnecessary links, entities. Otherwise, when creating a task, for example, you will see a huge list of options:

An example of a smart process for installing windows

Let's look at the process of working with smart processes using the example of installing windows.

Let's imagine that a company is engaged in the production, sale and installation of windows. It would be logical to divide the process - different departments may be involved in the initial sale and installation, and third-party teams may be involved in the installation.

Let's say you conduct primary sales using deals. Let's create a separate smart process for the window installation process.

We will create a separate smart process with the following stages:

  1. Application accepted.

  2. Time and team agreed on.

  3. Delivery.

  4. Work in progress.

  5. Installation completed.

  6. part payment made.

  7. Paid in full.

At the first stage, we will set an automatic task for the operator - “you need to contact the client to agree on the installation time and choose a team.

There is a slight modification of Bitrix24 here - at the time of writing, you can only insert the client's name, not a link to it. But the problem is solved by the fact that there is a connection between the task and the smart process - you can go to the smart process, and from there contact the client:

You can also see all the necessary information here: customer data, installation address, processing history, etc.

Pay attention to the important tab "Links" - there will be information about related CRM-entities. For example, you can attach a deal for the sale of a window so that it is clear what exactly needs to be installed.

Thus, we not only receive a database of installations, but we can also automate important activities- notifications to employees, setting tasks, etc.

For example, some time after getting into the “Part payment made” stage, we can send an SMS to the client asking him to pay the rest of the amount.

How much does it cost to set up a smart process

INTERVOLGA offers services for setting up and automating smart processes:

  1. Processing customer complaints (Customer service).

  2. Support for ITSM users.

  3. Application for repairs, etc.

  4. Select customer services.

  5. HR processes (recruitment, onboarding, training etc.).

All of these can be done using smart processes. The only tangible disadvantage found during testing is the lack of full-fledged business processes. Only robots and triggers. Moreover, robots have a nuance with full-fledged links to related CRM entities. I think that Bitrix will fix this in the next updates.

Setting up one smart process costs $500. 

Time frame -1 week.

You can leave an application by filling out the form below.

  • 18.06.2021