Robot Management and Common Support Activities

This chapter will provide an overview of UiPath Robot administration and help you to understand real-life support activities. Handling UiPath support requests within an enterprise setup is the core responsibility of the UiPath support personnel. A good understanding of request categorization based on priority and complexity is needed for the support team to triage incoming support requests. Support requests are usually managed by an IT Service Management (ITSM) system such as ServiceNow or Zoho. Hence, basic training in the ITSM needs to be provided to the UiPath support team to utilize and handle requests in the system.

The sections of the chapters are designed to give the readers context from a practical note. It is done by extending the UiPath support persona introduced in previous chapters. Jennifer from ABC Insurance Corporation’s Robotic Process Automation (RPA) team will perform different tasks assigned to her in the...