In this chapter, we looked at the automation features within the Salesforce CRM application through the use of workflow rules and approval processes. We walked through the configuration of these functions and discovered how they can be used to automate and streamline the key business processes for your organization. We also looked at Visual Workflow and learned how flows can be used to build screens that guide users through the process of collecting and updating data.

By leveraging workflow automation, your users benefit from greater control over routine activities and the elimination of redundant tasks.

In the next chapter, we will look at the functional areas of Salesforce CRM and the facilities for sales and marketing automation, service and support, and enterprise social networking.