Workflow dependencies
Verify worker tool availability for each delegated action. Cloud workers use their own configured service connections; customer credentials stored in the desktop Key Chain do not automatically give the worker infrastructure access.
Connector writes require an independent authorized manager to approve the exact request, including external updates, customer replies, and ticket closure. A workflow stage marked automatic does not bypass that approval.
From sales handoff to support readiness
1
Reconcile the request and scope
Have the agent retrieve the authorized customer record and inventory through the available connection. Identify missing contacts, sites, service requirements, and expected start dates. Create clear requests for missing information instead of treating an incomplete CSV as an accepted inventory.
2
Confirm access and assign engineering work
Route access setup to the responsible engineer and approved credential process. Give each engineering task its customer scope and expected evidence. If a worker needs a service connection, configure that separately with the permissions required for its assignment.
3
Discover and reconcile the environment
Engineers import and inspect the hosts in Studio, perform authorized discovery, and compare the results with the supplied inventory. Return the verified asset list and discrepancies. Use the resulting evidence to update the appropriate records through permitted tools or assigned tasks.
4
Establish monitoring and backup coverage
Use available service integrations for approved setup actions, or assign them to an engineer. Require evidence that monitoring sees the intended devices and routes alerts correctly, and that required backups meet the onboarding acceptance criteria. A configured job alone is not proof of a successful result.
5
Prepare support context
Assemble the contact and escalation tree, service scope, change windows, known exceptions, and operating procedures. Save reusable knowledge with an explicit audience. Keep customer secrets in the approved credential system and avoid exposing customer-only material as organization-wide knowledge.
6
Review readiness with the team
Present the completed checks and open exceptions to the responsible service owner. Use worker human tasks for required decisions and available communication routes for coordination. An operator can use the desktop workspace to walk the team through the environment and its procedures.
7
Complete the customer handoff
Prepare the welcome or completion response from the accepted service state: how to request support, who to contact, what is ready, and any agreed outstanding work. Send through an available, authorized integration or an assigned person. Close onboarding only when the acceptance criteria are met or the service owner has explicitly accepted the documented exceptions.
8
Review and improve the workflow
Review missing information, failed setup actions, and avoidable delays in the agent’s outcome. Update the onboarding instructions and retain verified lessons so the next customer starts with a better process.
What success looks like
- The customer has a defined, verified support service and knows how to use it.
- Engineering work returns evidence to the onboarding case instead of remaining in separate chat threads.
- The support team has the right context and access for the first real ticket.
- Any remaining gap has an owner, an agreed next action, and visibility in the handoff.
Related
Digital workers
Set up the agent’s workflow, connections, human tasks, and outcome checks.
Hosts and credentials
Build the customer inventory and manage the desktop team’s access.