Define the objective
Choose a recurring task, the desired result, and the cases that will show whether it works.
Test an automation before you rely on it.
Automation Studio. Use past cases to develop a workflow and evaluate it on separate test cases. Review simulated results before deciding how to try it in practice.
Product walkthrough. Press Space or Enter to pause or play.
Automation Studio. A comparison before a rollout.
Separate development and testing
Keep evaluation cases out of the examples used to build the workflow.
Inspect the comparison
Review simulated outcomes and failures before choosing a candidate.
Plan measurement in use
Agree on the real-world follow-up and the time needed to observe a useful result.
From past cases to an automation you can assess.
Follow 120 historical support cases through development, testing on held-out cases, a controlled launch, and a review of later results.
Show how a case starts, what a good outcome looks like, and where your team needs to step in.
Work with an agent using development examples. Review the proposed process and select the exact release you want to test.
Hold back examples the builder has never seen. Look at completions, correct handoffs, and failures together.
Choose the eligible work and how much to expose. Check the trigger, approvals, and human fallback before enabling new work.
Resolve exceptions and watch what happens after a run finishes. Send improvements through another build and test cycle.
In practice / Support access requests
Let unfamiliar cases set the bar.
A support team starts with 120 historical cases. The builder gets 80 development examples. Forty stay unseen until the selected release is ready for assessment.
40 unseen cases. Every result counts.
- Automated completions
- 30
- The simulated case reached the required outcome.
- Correct human handoffs
- 8
- The case needed judgment reserved for a specialist.
- Unsuccessful trials
- 2
- Failures stay visible and guide the next improvement.
Where people step in
A disputed contract stays with a specialist.
The request carries the reason for the handoff and links to the support case and account. A person can review the context and record what happened.
After launch, a closed ticket remains a pending outcome until its seven-day reopen window has been observed.
Connect the automation to the operation.
Build on your business records, executable processes, and current permissions. Keep each decision connected to the work it creates.
Discuss a workflow to automate.
Choose a recurring task with useful case history. We’ll discuss development cases, independent evaluation, and how to measure results in use.