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SAP Business Workflow 
In SAP CRM, Workflow scenarios are supported in several areas. These scenarios are described in this documentation.
You need to have completed the Customizing steps for the SAP Business Workflow. You can check your Customizing settings in the implementation guide (IMG) by choosing Customer Relationship Management ® Basic Functions ® SAP Business Workflow ® Standard Settings for SAP Business Workflow . If the Customizing settings are incomplete, carry out automatic Customizing.
You
can find introductory and general information about the SAP Business Workflow
under
WebFlow
Engine (BC-BMT-WFM).