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RPA for Service Cloud Q&A

Thanks to everyone who joined our webinar, RPA For Salesforce Service Cloud. For those of you who missed it, you can watch the recording here. We received some great questions and couldn’t get to all of them live during the session, so we wanted to publish a follow-up post with all the Q&A to share with everyone. If you’re looking for help getting started with RPA, make sure to check out our blog post outlining more Service Cloud RPA use cases, and contact us to put a plan into action!

Can RPA help with data analysis on Salesforce cases and provide structured data and graphs?
The bots would not handle the data analysis, but they might create Salesforce cases with structured data points that will be analyzed. For this, we recommend using Einstein Analytics to get the most out of visualizing your data and providing interactive reports and dashboards for your users. Of course, standard reports and dashboards can also be configured to provide critical insight into your business.

When does it make sense to use RPA for email scraping vs email-to-case inbound email handler?
Considerations include the types of attachments being processed since Salesforce can’t handle things like PDFs and images out-of-the-box, and also what processes have to occur outside of Salesforce before finally entering a Case. RPA can leverage structured data within the email, or housed within attachments, and update the Case record with the pertinent details and data points within that email. When you combine that with RPA’s ability to extend similar functionality to systems beyond Salesforce, you can understand the power of expanding beyond standard email-to-case functionality.

What’s the typical, or average, time to get RPA up and running?
This is a loaded question as it varies greatly depending on the use case. However, we can often get a basic RPA process up-and-running within two weeks, with the caveat that we will start with a very basic rollout and then add complexity with continued iterations.

How do you know it (RPA) is firing?
For attended Bots, you will see a pop-up window when the Bots are executed. For unattended Bots, we would leverage error handling to audit any issues and provide critical reporting. Furthermore, RPA tools offer reporting and analytics tools that track the lifecycle of bot executions for both attended and unattended bots.

Speaking of errors, can RPA integrate data into Salesforce so when there are errors they are flowing through into Salesforce to manage and govern those issues?
Absolutely. This is a perfect use case for Service Cloud, and to push these scenarios to a Case and bring in a human to troubleshoot instances where errors may occur.

Does RPA lockdown records while it’s running?
RPA is like any other Salesforce user; record lockdown is identical to that of updates made through other mechanisms, be it from the UI, workflow, process builders, triggers, or integration updates.

Would you recommend RPA for smaller companies or only large enterprises?
We would recommend RPA for organizations of all sizes. People in smaller companies often wear multiple hats, so RPA can offload repetitive tasks and allow them to focus on more complex tasks.

What would be a great strategic approach to build out potential RPA processes for a team that has difficulties understanding RPA and may even be reluctant to embrace RPA technologies?
Conducting over-the-shoulder discovery sessions would be a great start. We always encourage companies to start small. Focus on automating tedious, repetitive tasks — ones that the team would love to handoff. Highlight RPA as an augmentation instead of a replacement, like a personal assistant. Involve members of the team in your RPA Center of Excellence so they can help shape automation in a way that’s useful to them.

Harry Radenberg

Harry is the President and founder of GearsCRM, with more than 15 years of experience working with the Salesforce platform. Outside of Gears, Harry enjoys debating Star Wars and Marvel with his son and sharing music and videos with his daughter. He is an avid racquetball player, bleeds Dodger blue, cries Jets green and always tries to find spare time to read a good fiction novel.

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