Workflow enables the automation of business processes. Business process management can be used to help speed up response time and reduce workload, for example: processing an application or answering a customer support request.
The Workflow Process uses a Process Flow Diagram that contains a sequence of automatic and user-completed tasks. The outcome and completion time of each of these tasks is recorded in an audit trail.
In the following scenario a user makes a request, if not enough information is given an agent will ask for more information. Once the agent is satisfied, a confirmation email is sent.
The request is made by a user, the Workflow Process proceeds to a Decision Node, which will determine the route taken by the process depending on the values in the request. If more information is required, the process will create a task for an agent, otherwise it will proceed to sending an email notification and complete the process.