Automate Case Creation and Fulfillment

Learning Objectives

After completing this unit, you’ll be able to:

Connect an Omniscript form to a service process definition.
Explain the role of Apex classes as preprocessors for case creation.
Get external data for your service process definition.
Specify a flow orchestration to fulfill service requests.
Activate a service process definition.

Create a Request Form with Omniscript

You now need a way to capture a customer’s request for a check book. This can be handled by an Omnistudio Omniscript.

Omniscripts guide users and customers through processes and collect information. You use the Omniscript Designer to quickly create guided interactions with drag-and-drop elements for fast, personalized, and consistent experiences like an intake form.

When a user or rep completes a form, you load form data to Salesforce or another system with Omnistudio Data Mappers, Omnistudio Integration Procedures, APIs, and Apex classes. If you use Omniscript to create your form, it often uses an Integration Procedure action to call the Connect API to create the case and update the information into the service process definition’s data attributes. Check out Omnistudio Omniscript Fundamentals for more information about how Omniscripts work.

After you create your Omniscript, here’s how to connect it to the service process definition.

In your service process definition, select Request Form.
Click Add in the Omniscript Form option.
Select your Omniscript.
Click Add.

Since you have your Omniscript connected to your service process definition, you can move on to set a preprocessor.

Create a Preprocessor Apex Class

A service process definition’s preprocessor setting applies business logic before a case is created. In the check book example, a preprocessor checks if a check book order is already pending. If there is no active check book request, it creates a case.

Preprocessors are defined by Apex classes, which are used by Connect APIs to invoke that custom logic before the case is created.

Apex is a big topic on its own, so we won’t cover it in detail here. If you’re new to Apex, complete the Apex Basics & Database badge on Trailhead to get started.

When you have your Apex class ready, here’s how to connect it to your service process definition.

In your service process definition, select Preprocessor.
Click Add Apex class on the Preprocessor page.
Select your Apex class.
Click Add.

With a preprocessor connected, you can now connect your service process definition to external endpoints.

Create an Integration Definition to Connect to External Data

Integration definitions connect your service process definition to external endpoints.

Many complex financial services operations—such as requesting a fee reversal and processing a loan application—require updating or retrieving real-time data from core external systems. Integration definitions specify how data is sent to and received from these systems using API calls. In the case of the check book order, you call the API that submits a customer’s check book request in the core banking system.

Integration definitions can be powered by Apex, Omnistudio Integration Procedures and Data Mappers, or built-in features.

After you create an integration definition, connect it to your service process definition.

In your service process definition, select Integration Definition.
Click Add Integration Definition.
Find and select the Integration Definition for your service process.
Click Add.

During the execution of the fulfillment flow, which automates tasks after a service request case is created, this definition provides instructions to make the required external API callouts. And it’s time to explore fulfillment flows now.

Create a Flow Orchestration for Fulfillment

You have a form to collect case details, a way to create a case, and a connection to external data. How do you bring it all together? You create a simple record-triggered flow orchestration to initiate and automate request fulfillment.

Flow orchestrations are recommended for processes requiring multistage, multiuser, and cross-department collaboration. They coordinate step-by-step activities, manage work item assignments to team members, support parallel workstreams, and combine both automated and manual work items.

Some Flow Orchestrations are available for you prebuilt, such as Address Update, Fee Reversal, and Order Checkbook Request. See the full list of prebuilt service processes on Service Process Automation in Agentforce Financial Services documentation in Salesforce Help.

Plus, learn more about creating flow orchestrations by reading the Automate Complex Processes with Orchestrations section in Salesforce Help.

After you create your own flow orchestration or modify one of the prebuilt options, here’s how to connect it to your service process definition.

In your service process definition, select Fulfillment Flow.
Select Add Fulfillment Flow.
Find and select the flow or flow orchestration for your service process.
Click Add.

The flow orchestration will now work to fulfill a new check book request when a case is filed.

Activate Your Service Process Definition

With all of the pieces in place, you select Service Process Summary in the Service Process Studio menu to check your work.

If everything in that summary is OK, select Activate to activate your service process definition. That’s it. Your service process definition is now active.

What’s Next

In this unit, you learned how to connect an Omniscript form to a service process definition to capture customer requests. You know the role of Apex classes as preprocessors for case creation and how to get external data for your service process definition using integration definitions. With all of that information, you can specify a flow orchestration to fulfill service requests and activate a service process definition.

You’re ready to launch your service process so your customer service reps can use it. You learn how to do that in the next unit.

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