Use support Workflows to automate Help Desk processes

Workflow Automation Platform empowers organizations to seamlessly automate lifecycle of Help Desk Requests, from creation to resolution, with minimal manual intervention. The platform features an intuitive, no-code interface that allows business users to compose and deploy workflows, automating essential Help Desk workflows such as automated notifications, attribute updates, and action plan activation.

Out-of-the-box AI Agents, such as Triage Agent and Resolution Agent, can be invoked either as stand-alone action or orchestrated together within an Agentic Flow to address complex scenarios. These Agentic capabilities, combined with flexible workflow logic and optional human review, empower Help Desk teams to address Help Desk requests promptly, accurately, and efficiently.

Workflow Automation Platform – Key Features:

  • Clean and Simple UI – Enables business users to automate common and repetitive tasks using plain English. Easily compose workflows with one or more conditions based on Help Desk request attributes, and define actions such as sending emails, updating attributes, or activating Action Plans.
  • Automate Email Notifications – Leverages existing email templates configured in Application Composer or use a custom email form, with a rich text editor.
  • Automate Updates to Help Desk Request Attributes – Ensures information remains accurate and up-to-date without manual intervention.
  • Select Business Object Attributes for Conditions – Empowers workflows to utilize specific attributes from business objects as conditions, tailoring process automation to precise business requirements.
  • Add and Activate Action Plans – Enables automation of Action Plan activation within workflows to ensure timely and relevant task execution.
  • Orchestrate AI Agents – Use individual or chain of out-of-the-box AI Agents, such as Triage Agent and Resolution Agent for AI-driven workflow automation.

Workflow Automation Platform empowers organizations to deliver faster, consistent, and proactive experiences by combining robust workflow automation with innovative AI Agents and Agentic flows. This integrated approach helps reduce costs and enables business teams to continually enhance and evolve Help Desk operations.

  • Empowerment of Business Users
    • Benefit: Intuitive, no-code interface allows business user users to compose, modify, and deploy workflows.
    • Impact: Accelerates automation initiatives, shortens time-to-value, and fosters continuous improvement.
  • Faster Response and Resolution Times
    • Benefit: Automated triage, notifications, and attribute updates ensure quicker acknowledgment and processing of Help Desk requests.
    • Impact: Reduces employee wait times and enhances satisfaction by achieving faster time-to-resolution.

Steps to Enable

Enable automation of workflows by following these steps:

  1. Navigate to Help Desk, and then to 'Workflow Preferences'
  2. On the ensuing page enable Workflow by toggling the switch labeled, Enable/Disable Workflow.

Tips And Considerations

For this initial release, the workflow configuration page is titled generically "Service Workflows" and all workflow objects are shown to all admin users. In the future (under safe harbor), we plan to limit this based on the stripe, either HR Help Desk Request (HRHD) or Internal Service Request Help Desk (ISR) and to show only Help Desk Workflows.

Access Requirements

To compose workflows and deploy the, Users need to have ORA_SVC_WORKFLOW_ADMINISTRATOR_JOB role.