Corporately, what is required is a system that works reliably, empowers users and supports the future. These were the key tenets of the business case supporting the large investment at the time of purchase. Those that have this viewpoint can often then forget or ignore the reality that despite having purchased this expensive top of the range solution, there will be on-going changes, integrations, patches, enhancements and upgrades to contend with. All of which will need to be tested if the high-level goals of reliability, empowerment and future support are to be continually achieved.
The result is many man hours of business users, or subject matter experts involved in manual testing. Why manual testing? Because almost all of the automated testing tools in the market are not designed with this type of user, or this type of process, in mind. They are technical, programmatic, complex and flaky in an environment where change is outside of your control.
Cloud applications, and Salesforce is a classic example of this, exacerbate this with frequent invisible technical changes which do not massively impact a user’s ability to adapt to the change, but easily break most automation solutions.