PowerAutomate Desktop – Call management made easy

Administration, argh! Any clerical task that involves logging in, searching and updating the same routine fields adds to the non productive time spent and lost every day. When a user contacts you direct with a query, if it’s a quick fix, it’s often tempting to resolve there and then, albeit I have to request that the end user logs me a call so that I can record my time, the outcome and then close the call for KPI’s.

20 calls a day x 60 seconds admin per call x 5 days a week = 100 minutes per week – could PowerAutomate Desktop save me some of that time and frustration?

I built a demo to try it out and see. It takes two variables, the Incident number of a helpdesk call in ServiceNow and a summary of the call outcome. The idea is simple, a user has logged me a call, I need to assign it to myself, update the category, add a closing comment and mark the call as closed. They’ve provided me the call reference in a teams chat.

Let’s see it in action

Alex sends me a message looking for support and provides me with the incident number

I resolve Alex’s problem and proceed to updating the call using PowerAutomate Desktop as follows. Whilst the automation is running, I am free to go off and deal with another call. This could be extended to allow unique categories to be selected or the recording of time spent on a call.

PowerAutomate Desktop meets ServiceNow

What does the PowerAutomate Desktop design look like? I split the routine into two sub routines just to keep things tidier.

Here is the main flow with a check to see if user is already logged in, runs the two subflows below and then clicks on save before closing the web browser.
The complete incident info subflow, searches for the incident (using the IncidentOrTask variable), sets the incident category, assigns a user, sets the incident category and presses save
The closure subflow presses the resolve incident button, populates several fields with the text input entered and changes the status to solved.
The whole automation has two inputs and a variable for the browser instance.

I chose to call the PAD right from the PAD tool in the above example but you could trigger it from PowerAutomate as follows:

Could you or do you use PowerAutomate Desktop (PAD) to automate routine administration tasks? Do you have ideas for what PAD could be used for in your business and would like a proof of concept demonstration? Get in touch or leave a message below.

Want to learn how I built this? You need to read my latest blog post – Integration with ServiceNow Made Easy!