Setting Caller (Sender) Field Dynamically in CRM 2011 Workflow

CRM 2011 added the feature of Team ownership of records. This was a much asked for addition, but it does present some unexpected issues. Today I was playing with creating a Phone Call in a workflow. One of the fields in a Phone Call is the Sender (I prefer ‘Caller’). In version 4 workflow I would have used the Form Assistant to dynamically insert the record’s Owner in the Sender field. That still works in CRM 2011 UNLESS the owner is a Team! If it is a team, the workflow will experience an error.

 image

Instead select in the Look for dropdown Owning Team (Team) and then select Administrator

image

You can also select Owning User with the record type in the Look for. If the record is owned by a user that value will be used.

image

To cover all the bases include both: Select Owning Team(Team) Administrator and then <record type>Owning User. If a team is the owner, the team’s administrator will be used, otherwise it will fall through and use the Owning User instead.

image