In this article, we will explore the new Business Process Flow (BPF) feature and provide some examples of how you can customize it to fit an organization’s need. Dynamics CRM 2013, BPFs have many beneficial qualities. They are available for out-of-the-box (OOB) and custom entities, can span across multiple entities, you can create multiple BPFs for a particular business process, can be role based, can be included in solutions for export and import, and work in the browser, Outlook Client and Tablets. A key purpose of a BPF is to guide users through a specific business process to completion. A BPF is useful in several ways to include but not limited to: Highly configurable to meet the needs of any Organization Ensure that a set of steps are completed for a specified business process Jump stages if needed Track and report on progress Support the establishment of efficient, effective and repeatable processes Guide existing and new employees through the process Support quick, on-boarding of new hires Microsoft Dynamics CRM 2013 comes with three OOB BPF’s; two are related to sales and one to service. Let’s begin by briefly exploring the out-of-the-box Phone to Case BPF.