Workflows continue to be a powerful feature in Microsoft Dynamics CRM 2011, and now they are supported by a complementary automation of process called dialogs. To understand dialogs, think about a call center and the scripts it might use when making calls. Such a script can be configured and automated in Dynamics CRM as a dialog. Administrators and users now have the ability to create workflows or dialogs to support the automation or documentation of the business processes used. Figures 3.10 and 3.11 show dialog setup and process access.