In typical scenarios, the Salesforce Support Associate monitors tickets in ServiceNow and verifies all pre-requisites information in the tickets for access related requests. Once the pre-requisites information and approval are available, the Support Associate performs required actions in Salesforce.

Support Automation Engineer Digital Worker automates the tasks related to User Access Management in Salesforce. It automatically intercepts access related requests from ServiceNow and performs all steps to check pre-requisites for the requests. If pre-requisites validation is successful, it automatically performs required actions in Salesforce.

The solution also automatically performs Salesforce health check by analyzing Optimizer report data and takes corrective actions wherever applicable. It gathers Salesforce Health Optimization Information and creates tickets in SNOW based on Optimization Information. It helps Admin to take decisions for Optimization based on certain set of rules and automatically take actions in Salesforce based on the decision of the Admin.