Introduction
In the era of digital transformation, organizations seek efficient ways to streamline operations and enhance user experience. The integration of workbots in platforms like Slack or Microsoft Teams with Workato, an automation platform, plays a pivotal role in this transformation. This synergy is particularly effective in building robust self-service systems within organizations. At iSteer, we developed workflow automation that enables users to perform approval workflows within Slack, initiated from RemedyForce.
What is RemedyForce?
BMC Helix RemedyForce is a comprehensive IT service management solution built on the Salesforce cloud. It scales efficiently to meet the needs of mid-sized companies, offering a seamless approach to managing IT services and automating service workflows.
Workbots in Slack/Teams
Workbots in Slack or Microsoft Teams serve as an interactive communication platform where approvals can be processed seamlessly. Managers can approve requests directly within these platforms, providing a user-friendly and efficient experience for employees.
The Role of Workato
Workato acts as the backbone of this integration by connecting disparate systems and automating workflows. When integrated with workbots, Workato allows for the automation of complex processes triggered by simple bot commands, reducing manual efforts and ensuring efficiency.
Building Self-Service Capabilities
Simplified Access: Employees can submit requests through familiar platforms like Slack or Teams, reducing the learning curve and encouraging adoption.
Automated Workflows: From leave applications to IT service requests, Workato automates backend processing, reducing manual intervention and speeding up approvals.
Customizable Interactions: Workato enables organizations to tailor bot interactions to align with their specific business processes and workflows.
Submitting Requests via RemedyForce
Initiation: An employee submits a service request via RemedyForce, such as gaining access to software.
Workato Automation: Workato processes the request, integrates with RemedyForce and Slack, and sends an approval notification to the manager.
Approval Processing: The manager can approve or reject the request within Slack, with responses updating the RemedyForce request in real time.
Automated Actions: Upon approval, additional automation can be triggered, such as provisioning access to SaaS applications.
Conclusion
Integrating workbots with Workato in Slack or Teams transforms self-service capabilities in organizations. This automation streamlines backend processes and enhances user experience. Adding RemedyForce to the ecosystem further improves efficiency, delivering a seamless solution for modern businesses.
