Set Up Experience Cloud Components for Service Processes

Assign Permission Set Licenses

Add Action Launcher to your Portal

Configure the Service Requests and the Service Appointments Components

1. Set up a sharing set for your service request records. For detailed steps, see Set Up a Sharing Set for Service Catalog Request Records.
2. From Setup, in the Quick Find box, enter Digital Experiences, and then select All Sites.
3. Next to your Experience Cloud portal, click Builder.
4. On any existing page or a new page, drag and drop the Service Requests component from the Components panel.
   For details of creating a new site, see Create Custom Site Pages with Experience Builder.
5. In the Service Requests dialog, for URL Path Name, enter the URL name that you entered when configuring the Experience Cloud Site.

   For example, if the URL on your Digital Experiences setup page is https://autocloud45.my.site.com/AutomotiveAppraisals, then enter AutomotiveAppraisals.

6. Confirm that the Community Page Name is my-requests.
7. Preview and publish your changes.
8. Similarly drag and drop the runtime_appointmentbooking:upcomingGroupAppts component on any existing page or a new page to view service appointment records.

Configure the Appointment Management Component and Flows

1. Create a permission set and assign it to a user on your customer portal. For detailed steps, see Create and Assign a Permission Set.
2. Set up a sharing set for your service appointment records. For detailed steps, see Set Up a Sharing Set for Service Appointment Records.
3. Update sharing settings for your portal users.
4. Clone and activate the Book Appointment from Invitation and the Add or Modify Service Appointment Attendees flows.
   1. From Setup, in the Quick Find box, enter Flows, and then click Flows.
   2. In the list view, locate and click Book Appointment from Invitation.
   3. To create a flow, click Save As and then enter a name for the flow label.
   4. Save your changes.
   5. Activate the flow.
   6. Repeats steps a to e for the Add or Modify Service Appointment Attendees flow.
5. Add the cloned flow to your Experience Cloud portal.
   1. From Setup, in the Quick Find box, enter Digital Experiences, and then select All Sites.
   2. Next to your Experience Cloud portal, click Builder.
   3. On any existing page or a new page, drag and drop the Flow component from the Components panel.
   4. In the Flow dialog, for Flow, select Book Appointment from Invitation.
   5. Similarly, drag and drop another flow component on the page and enter the Add or Modify Service Appointment Attendees flow.
   6. Preview and publish your changes.
6. Ensure that the service appointments scheduled by your portal users are routed to appropriate teams or individuals within specific regions or territories. For detailed steps, see Activate Service Territory Data Integration Rule.
7. Manage information related to your business and stakeholders, such as service locations, service resources, skills, topics, and appointment templates. For details, see Manage Business Information for Appointment Booking.

Add the Orchestration Work Guide Component on the Case Detail Page

1. From Setup, in the Quick Find box, enter Digital Experiences, and then select All Sites.
2. Next to your Experience Cloud portal, click Builder.
3. From the Pages menu, search for and select the Case Detail page.
   Add a new Case Detail object page by clicking New Page on the Pages menu if it doesn't exist already.
4. Drag and drop the Orchestration Work Guide component from the Components panel.
5. Preview and publish your changes.