This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.
Remedyforce Service Desk
Salesforce provides multiple tools to automate your org’s repetitive business processes: Lightning Process Builder, Visual Workflow, Workflow, and Approvals. The automation tool that you need depends on the type of business process that you’re automating.
- What to do when a record has certain values
Example: Notify the account owner when a related case is escalated.
- Collecting information from users or customers and then doing something with that information
Example: Customer support uses a wizard to step through a call script, and cases are created based on the information that they enter.
- How a record gets approved
Example: Managers approve their direct reports’ requests for vacation.
Automation Tool Features
Here’s a breakdown of all the features and actions that are supported in each automation tool. Use it to determine which tool is best for your business needs.
1The Process Builder has superseded flow trigger workflow actions, previously available in a pilot program. Orgs that are using flow trigger workflow actions can continue to create and edit them, but they aren’t available for new orgs.