Guide staff through common tasks with processes
To help you automate common business tasks and ensure that people handle customers consistently, Microsoft Dynamics CRM includes processes.
There are four types of processes, each designed for a different purpose:
Business process flow. Use when you want staff to move through the same stages and follow the same steps to interact with a customer. For example, use a business process flow if you want everyone to handle customer service requests the same way, or to require staff to gain approval for an invoice before submitting an order.
Microsoft Dynamics CRM includes several ready-to-use business process flows for common sales, service, and marketing tasks that you can use with little or no changes required. Or, you can create your own.
Dialog. Use when you have a step-by-step script you want staff to read through when talking to customers. For example, create a dialog to guide customer service reps through a customer call to resolve a case.
More information: Customization Guide: Work with dialogs
Workflow. Use when you want to automate common tasks, such as automatically sending a confirmation email to a customer when an order ships.
More information: Customization Guide: Set up workflows
Action. Use when you want to automate a series of commands in the system.
More information: Customization Guide: Automate actions programmatically