With Robotic Desktop Automation (RDA), you can use robotic automations, which are configured in Pega® Robotics Automation Studio, to automate and integrate processes on the desktop. Automating repetitive tasks reduces errors and frees your staff to focus on higher-value, customer-oriented tasks. For example, you can:
- Synchronize all your desktop applications with a customer's account information.
- Automatically launch or close applications on the desktop.
- Send updated customer account information from your Pega Platform application to one or more web or desktop applications.
- Streamline users' workspaces. By automating communication among various desktop applications, users do not need to switch among many applications to update information.
For example, customers can submit a request to change their account information in your application. An automation can retrieve customer account information from a legacy application that is running on a case worker's desktop and display it in an application form. Another automation can send the updated account information from your application to the legacy application.
You can configure an automation to run on a flow action on a flow in your case type, or from a modal dialog box or overlay anywhere in your application.
Before you begin, ensure that the following tasks have been completed:
Automations are configured in Pega Robotics Automation Studio by the automation developer. Provide the developer with the following information:
- The class name of the case type that is running the automation. The Pega Robotics Studio developer configures the automation to use this class to retrieve a list of the relevant records that are configured on the case type.
- The fields within a case type that contain the data that is passed between the automation and your Pega Platform application. These fields must be marked as relevant records.
For example, your application might contain fields that users can edit and whose values you want to send to the automation, which then sends the information to all the applications that are running on the desktop (for example, First name, Last name, and Email address). These fields must be marked as relevant records.
Fields that you add in Case Designer or Data Designer are automatically marked as relevant records. You can also add other fields (properties) that were created in Designer Studio on the Relevant Records landing page.
After the Pega Robotics Automation Studio developer specifies a class name, the automation retrieves the fields that are marked as relevant records, and the developer can select which of those fields are to be shared.
You can share scalar data only between your Pega 7 application and an automation.
Preprocessing robotic automations
You can run an automation from a flow action to retrieve information from an application that is running on a user's desktop to display in a window in your application.
In an example Call Center application, when a customer service representative (CSR) accepts a call from a customer, an automation runs on the CSR's desktop. It retrieves the customer account information from a legacy application that is running on the CSR's desktop and displays the account number and related information in the Call Center application.
For example, the following application window displays customer details that are retrieved from a legacy application that is running on the CRS's desktop:
Application window that retrieves and displays customer details
To retrieve and display this information, you can run a preprocessing automation on the flow action that is associated with the assignment, for example:
Preprocessing automation on a flow action
You can run a postprocessing automation to send information that users enter in your application to the applications that are running on the user's desktop.
For example, a customer can dispute a transaction in your application, which can be sent to the legacy application that is running on the CSR's desktop.
In the following application window, a customer can select a transaction to dispute and the reason for the dispute. This information is sent to the legacy application.
Application window that captures and sends dispute details
To send dispute details that the customer specifies in this application window, you can use a postprocessing automation on the flow action that is associated with the assignment; for example:
Postprocessing automation on a flow action