Create a Service Process Definition

Learning Objectives

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

• Identify the settings of a service process definition.
  
• Create a service process definition in Service Process Studio.
  
• Define data attributes for a service process.
  

Get Started with Service Process Definitions

In the previous unit, you learned about the challenges at Cumulus Bank and how, as an admin, you can use Service Process Studio to solve them.

Let’s focus on one of those challenges: handling a high volume of check book requests from customers.

When a customer requests a check book, service reps verify the customer order and collect customer information. If all goes well in the first step, the system quickly sends the customer a check book. But with legacy systems, the entire process is complicated, cumbersome, and time-consuming. The team at Cumulus is worried about customer experience.

Fortunately, Service Process Studio can create a service process that supports service reps with check book order requests.

Creating a service process starts in Service Process Studio. This screen shows an example service process definition.

Here are a few areas to pay special attention to.

1. The name of the service process definition appears at the top of Service Process Studio.
   
2. A service process definition contains several sections to specify how the service process works.
   
3. After you specify the details for a service process definition and save it, view the Service Process Summary for a quick overview.
   
4. Finally, activate the service process definition to deploy it using Action Launcher.
   

Let’s pause to focus on the sections of the service process definition. Each section has a specific purpose.

• Details stores the basic information about the service process definition, such as its name, API name, and description.
  
• Data Attributes defines the information needed to complete a service request. This information is used throughout the entire service request.
  
• Request Form relates the service process definition to an intake form—either an Omnistudio Omniscript or screen flow—to guide users through gathering information.
  
• Preprocessor defines an Apex class to run business logic before a case is created for a service process request. For example, an Apex class could reject a new request for a check book if an active case already exists.
  
• Integration Definition connects the service process definition to external endpoints, such as your core banking system.
  
• Fulfillment Flow defines the optional automation component, either a flow or flow orchestration, that manages the tasks required to complete a service request. For example, these flows can work with other systems to send a check book.
  

Next, learn more about each of these settings as you follow the check book example at a high level.

In this badge, we assume you’re an Agentforce Financial Services admin with the proper permissions to use Service Process Studio. If you’re not an admin for Agentforce Financial Services, that’s OK. Read along to learn how your administrator would take the steps in a production org.

Don’t try to follow these steps in your Trailhead Playground. Agentforce Financial Services and Service Process Studio aren’t available in the Trailhead Playground.

This badge is only a high-level view of how to create service process definitions. Following the steps in this badge won’t build a full solution.

So how do you set up a service process that supports service reps with check book order requests? Follow along.

Create a Service Process Definition

First, you create a service process definition for the check book order.

1. From Setup, in the Quick Find box, enter Service Process Studio and select it.
   
2. Click New Service Process.
   
3. Select Create New.
   
4. Enter these details.
   
   • Process Name: Check Book Order
   • API Name: Check_Book_Order (This is automatically generated.)
     
5. Click Save & Launch.
   

To start from a prebuilt template included in Agentforce Financial Services, click Create from Template in the New Service Process window, then find and select a template.

You’re now in Service Process Studio. Click Details to review the basics of the service process definition, then click Next. The Data Attributes page appears.

Create Data Attributes

Data attributes store information provided by a customer during a service request and make it available throughout the process. They capture details of the service request, such as addresses, disputed transactions, or loan terms. Data attributes are organized into sections to manage large sets of information.

Data attributes can be one of two types.

• Base attributes, which enable security features like encryption and field-level security and map directly to fields on the Case object and its child and grandchild objects.
  
• Extended attributes, which are stored as name-value pairs in the Service Catalog Request Extd Attr Val object. When a case is created via the Connect API for a service process request, the values collected through these attributes populate the relevant records and can later be viewed by service reps in the Case Details Lightning component.
  

Start by creating a new section to group your attributes into relevant sections. These sections display request data in the dynamic case info widget when a case is created. An untitled section appears by default. Update it to add two new sections.

1. Click next to Untitled Section and enter Check Book Details.
   
2. Click New Section.
   
3. Click next to Untitled Section and enter Financial Account.
   

You can also create another section and name it Tracking Details.

Now that you have sections, each section needs data attributes. Add one to the Check Book Details section to try it out.

1. In the Check Book Details section, click New Data Attribute.
   
2. Specify these details.
   
   • Attribute Name: Type of Check Book
     
   • API Name: Type_of_Check_Book (This will autofill based on the Attribute Name)
     
   • Attribute Type: Extended
     
   • Data Type: Text
     
   • Display Order: 1
     
3. Click Add.
   

If you were fully building this solution, you would also create attributes in Check Book Details for No. of Booklets, Shipping Method, and Shipping Address. Plus, you would add data attributes to the Financial Account and Tracking Details sections.

With your data attributes set, you can configure the other components of the service process definition.

What’s Next?

In this unit, you learned about creating a service process definition in Service Process Studio. You also explored how to define data attributes, which store customer information and are categorized into sections.

Next, you define the other sections of a service process definition: request form, preprocessor, integration definition, and fulfillment flow.

Resources

• Salesforce Help: Service Process Studio
• Salesforce Help: Service Process Automation