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Special Edition Using® Microsoft® CRM by John Gravely, Laura Brown

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Use Case Corner—Automating Business Processes Through the Microsoft CRM Workflow Monitor

Business Workflow is best categorized as the coordination, automation, and execution of business processes. Within the context of Microsoft CRM, business workflow can be thought of as the glue that binds information between system users, departments, and business units.

This Use Case Corner demonstrates the implementation of business workflow rules using the Microsoft CRM Workflow Manager. This application is available to organizations that have purchased at least one Professional license of Microsoft CRM, and is installed on the Microsoft CRM Server.

For sake of example, let's say that you want to turn your call center into a profit center using the Microsoft ...

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