Agents forget to submit articles for approval; which automation should be used to automate the approval process?

• A. Auto-Response Rules
• B. Validation Rules
• C. Process Builder
• D. Workflow

Answer: (D)

Automating the submission and routing of articles for approval is best handled by an automation that can act as soon as a record meets certain criteria and then drive the next step with notifications and status updates. Workflow fits this need well because it can evaluate a rule (for example, when an article is ready for approval) and immediately perform actions such as sending an email alert to the approver, updating the article’s status, or creating a follow-up task. This keeps the approval process moving without requiring the agent to remember to push the item forward.

Auto-Response Rules are designed to reply to incoming records rather than route internal items for approval. Validation Rules focus on data integrity and don’t automate processes. Process Builder is more flexible and capable, but the straightforward, automatic routing and notification behavior described is a classic use case for Workflow.