Integrating Salesforce and UiPath: Cross-System Intelligent Automation
DOI:
https://doi.org/10.63282/3050-9246.IJETCSIT-V3I4P109Keywords:
Salesforce, UiPath, Robotic Process Automation, CRM Automation, Intelligent Workflows, Cross-System Integration, Digital Transformation, Hyperautomation, AI-driven Automation, Enterprise EfficiencyAbstract
In the current enterprise landscape, enterprises are commonly operating with siloed systems which cause customer data stored in Salesforce to be isolated from repetitive back-office tasks that might be automated by RPA. Such a disconnect results in inefficiencies in the workflow, slow decision-making, and higher operational costs. However, the pairing of Salesforce, a top CRM platform, with UiPath, a leader in RPA, gives a very attractive solution to this problem by allowing seamless intelligent automation across systems. A conceptual study combined with a case study method was employed to investigate how the two platforms make this possible and, consequently, how they may improve the business process, facilitate the work of the business team, and provide a better customer experience. Results reveal that through the use of this integration, enterprises can accomplish the automation of the processes that need data transfers, report generation, and case management directly within Salesforce, thus, leading to the great manifestation of efficiency. Furthermore, the UiPath bots can be programmed to run in the background and do the repetitive, rule-based tasks which frees up the workforce to do more critical thinking tasks. Hence, the labor-intensive activities that are by nature cost-intensive are diminished which creates a win-win situation whereby organizations realize tangible cost savings while customers get the opportunity to engage with intelligent workflows which are tailored dynamically to their needs and are thus less prone to operational faults. Moreover, the synergy between two platforms not only contributes to the operational excellence of organizations, but it also plays a significant role in endorsing the strategic value of companies by facilitating the organization's transition to become more agile, data-driven, and customer-centric in their methodology
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