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Robotic Process Automation Projects
Robotic Process Automation Projects

Robotic Process Automation Projects: Build real-world RPA solutions using UiPath and Automation Anywhere

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Profile Icon Mullakara Profile Icon Loncar Profile Icon Arun Kumar Asokan
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Full star icon Full star icon Full star icon Full star icon Half star icon 4.6 (8 Ratings)
eBook May 2020 388 pages 1st Edition
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Robotic Process Automation Projects

Help Desk Ticket Generation

Let's get started with our first project – a simple help desk automation with UiPath.

Help desk agents get inputs from a variety of channels, including phone, email, and spreadsheets, to create and update support tickets. Support tickets are the requests that you raise by calling help desk agents to get your issues resolved; for example, your laptop is not working, or you have internet issues.

For this project, we will only be covering the automation of inputting tickets from spreadsheets that a requester places in a certain folder. We are assuming a very simple use case of ticket creation for this first project. All you have to do in this project is to input support ticket data in a spreadsheet and place it in a folder. The bot, once invoked, automatically creates a support ticket within the help desk system for you.

If you noticed, we are invoking this bot. This means that we will be building an attended automation that behaves like an assistant – an assistant that raises tickets automatically!

This project will help you understand the following topics:

  • Attended RPA concepts
  • UiPath Excel automation
  • UiPath automation for web-based apps
  • Creating automation workflows and invoking them
  • Using Try and Catch for exceptions

Technical requirements

The hardware and software that will be required for this project are as follows:

  • A PC with UiPath Community edition version 19+ installed (we covered the hardware relating to installation in Chapter 1
    Getting Started with RPA).
  • A Chrome browser with a UiPath add-on.
  • A Zoho Desk SaaS application. You can sign up for free at https://desk.zoho.com.
  • Microsoft Excel 2007 and later.
  • Check out the following video to see the Code in Action: https://bit.ly/36gX89C.

You can find the code files present in this chapter on GitHub at https://github.com/PacktPublishing/Robotic-Process-Automation-Projects/tree/master/HelpdeskAgentAttendedAutomation.

Project overview

We will automate the creation of help desk tickets using data from an Excel sheet. 

In this project, once the bot is invoked, it will check whether there are new request files available to process. If available, the bot will read the ticket data from this spreadsheet. The data is then used to create support tickets in the Zoho Desk application.

Here is the high-level workflow for the project:

We believe it should take you around 1 hour to build and run this first project. Obviously, the amount of time it will take will vary depending on your background. 

Now, let's dive into the details and step through the creation of the automation. 

Project detail

Let's now look at the overall flow for this project in terms of the components we will be building and their interaction.

We will have a main workflow called Main.xaml, which will invoke other workflows and orchestrate the automation. Within this workflow, we will keep checking for the trigger Alt + S. Once triggered, we will check whether the Request.xlsx file is available. If the file is available, then we will invoke ReadRequestExcel.xaml from Main.xaml.

Within ReadRequestExcel.xaml, we will use the file path as an input argument to open the Excel file, read the content, and store it in three output arguments – Name, Email, and Subject.

Next, Main.xaml invokes ZohoAutomation.xaml with these three arguments (Name, Email, and Subject) to create the ticket in the Zoho desk. If all goes well, a Successful message is returned.

Finally, once the Successful message is received, request.xlsx is moved to the Processed folder and the bot is ready to process new requests:

This was an overall flow to give you a high-level view of what we will be doing to create this automation.

Before we configure our main workflow, let's undertake some groundwork that is required for the project. 

Project groundwork

As part of the project groundwork, we will create the project folders, along with a spreadsheet for the ticket data, and also log in to the Zoho SaaS application.

Creating project folders

Let's create two folders, one to accommodate the spreadsheet containing the data to process, and the other to accommodate the processed spreadsheets:

  1. Open Windows Explorer on your machine and create a folder for the project.
  2. Within this project folder, create two folders, called Requests and Processed, as shown in the following screenshot:

We will place the spreadsheet in Requests, and then the bot will move the processed sheets to the Processed folder.

Next, let's create the requests spreadsheet. 

Creating an Excel sheet with ticket data

Now, let's create a simple spreadsheet with ticket data:

  1. Open Excel and create a sheet with three rows and two columns, as shown in the following screenshot:

The first column contains the data labels, and the second column contains the data you like for your support ticket.

  1. Save this file as Request.xlsx in the Requests folder that we created in the previous section. 

Let's now log in to the Zoho application. 

Registering and logging in to Zoho Desk

Perform the following steps:

  1. Go to desk.zoho.com and choose the option to log in. You should be directed to a page to log in or sign up if you do not have an ID. Create a free desk account by filling in the details if you do not have one:

  1. Once you register with your details and company name, you will be walked through the steps to get started. You should eventually end up on the Zoho Desk view with the current tickets: 

Leave the tab open with the application logged in for the automation.

That was all the project groundwork we needed to implement.

Now, as mentioned in the Project detail section, we will create the workflows for the automation. Let's start with the main workflow.

Main workflow

Let's start by opening the UiPath Studio. This is one of the UiPath components we installed in Chapter 1, Getting Started with RPA. On your Windows machine, you can go to Start and then select UiPath Studio.

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Key benefits

  • Use popular RPA tools Automation Anywhere A2019 and UiPath, for real-world task automation
  • Build automation solutions for domains such as System Administration, Finance, HR, Supply Chain, and Customer Relations
  • Extend your RPA capabilities by implementing Intelligent process automation with APIs and AI

Description

Robotic Process automation helps businesses to automate monotonous tasks that can be performed by machines. This project-based guide will help you progress through easy to more advanced RPA projects. You’ll learn the principles of RPA and how to architect solutions to meet the demands of business automation, along with exploring the most popular RPA tools - UiPath and Automation Anywhere. In the first part, you’ll learn how to use UiPath by building a simple helpdesk ticket system. You’ll then automate CRM systems by integrating Excel data with UiPath. After this, the book will guide you through building an AI-based social media moderator using Google Cloud Vision API. In the second part, you’ll learn about Automation Anywhere's latest Cloud RPA platform (A2019) by creating projects such as an automated ERP administration system, an AI bot for order and invoice processing, and an automated emergency notification system for employees. Later, you’ll get hands-on with advanced RPA tasks such as invoking APIs, before covering complex concepts such as Artificial Intelligence (AI) and machine learning in automation to take your understanding of RPA to the next level. By the end of the book, you’ll have a solid foundation in RPA with experience in building real-world projects.

Who is this book for?

This RPA book is for enterprise application developers, software developers, business analysts, or any professional who wants to implement RPA across various domains of the business. The book assumes some understanding of enterprise systems. Computer programming experience will also be beneficial.

What you will learn

  • Explore RPA principles, techniques, and tools using an example-driven approach
  • Understand the basics of UiPath by building a helpdesk ticket generation system
  • Automate read and write operations from Excel in a CRM system using UiPath
  • Build an AI-based social media moderator platform using Google Cloud Vision API with UiPath
  • Explore how to use Automation Anywhere by building a simple sales order processing system
  • Build an automated employee emergency reporting system using Automation Anywhere
  • Test your knowledge of building an automated workflow through fun exercises

Product Details

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Publication date : May 26, 2020
Length: 388 pages
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Language : English
ISBN-13 : 9781839210952

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Length: 388 pages
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ISBN-13 : 9781839210952

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Table of Contents

11 Chapters
Getting Started with Robotic Process Automation Chevron down icon Chevron up icon
Help Desk Ticket Generation Chevron down icon Chevron up icon
CRM Automation Chevron down icon Chevron up icon
Moderating Social Media Using AI Chevron down icon Chevron up icon
Purchase Order Processing with UiPath ReFramework Chevron down icon Chevron up icon
Completing an RPA Challenge Chevron down icon Chevron up icon
Sales Order Processing Chevron down icon Chevron up icon
ERP User Administration Chevron down icon Chevron up icon
Employee Emergency Notifications Chevron down icon Chevron up icon
Using AI and RPA for Invoice Processing Chevron down icon Chevron up icon
Other Books You May Enjoy Chevron down icon Chevron up icon

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Priya Jun 11, 2020
Full star icon Full star icon Full star icon Full star icon Full star icon 5
This book has really helped me get more insights into Automation Anywhere and what I really love is the detailed screen by screen approach to automating. I do have experience working with UiPath and the different automation scenarios using UiPath are in great depth too.Where this book stands out is gaining in depth practical knowledge and best practices in automating different enterprise wide applications that are not available for common users to automate. Scenarios also encompass using API's and AI which help in leveraging and understanding those technologies.I would highly recommend this book to get practical insights using UiPath & Automation Anywhere.
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Amazon Customer Jun 16, 2020
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Awesome book for beginners!!
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Nenna M Anya Aug 31, 2021
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Helped me pass my RPA Associate exam.
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Placeholder Sep 07, 2021
Full star icon Full star icon Full star icon Full star icon Full star icon 5
I found authors explained concept practically. Rather than going theoretically authors explained different RPA integration practically. I wish more books from authors in future. Must read for novice to learn very quickly.Happy to have this book handy in my Kindle.
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Cliente Amazon Mar 15, 2023
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Libro con ejemplos de bastante útiles.
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