Users are humans and so they can make mistakes, forget how things have to be done, get sick, or be affected by other impediments.
Moreover, certain business process tasks can be executed by the Customer Relationship Management system (CRM), leaving agents free to execute more brain-intensive actions—this is the scope of business process automation.
Salesforce offers more than one way to implement automation in your CRM:
- Workflows: Execute a different kind of action when the given criteria (field conditions in record fields) are evaluated on a given object.
- Approvals: Act like workflows, but the kinds of action (which are mostly the same as we'll shortly discover for workflows) are limited to record approval (for example, discount approval to an opportunity).
- Entitlement process: We covered this kind of automation in Chapter 6, Service...