Definition
Workflow automation is the design, execution, and monitoring of structured business processes using software. Unlike simple task automation (which handles one step), workflow automation orchestrates multiple steps, conditions, and handoffs across systems and people.
Example
When a support ticket is created, workflow automation assigns it to the right team based on category, sets priority based on customer tier, sends acknowledgment to the customer, and escalates if not resolved within SLA.
Why it matters
Workflow automation eliminates manual handoffs, reduces delays, and ensures consistent process execution.