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            Service Process Generation for Telemetry Action Definitions

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            Service Process Generation for Telemetry Action Definitions

            Generate a service process from a telemetry action definition record. Review the changes to be made for the Omniscript-based intake form, update the predefined integration definition and activate the generated service process. Create a catalog and category on Unified Catalog for the service process to launch it from the Action Launcher.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Unlimited, and Developer Editions
            User Permissions Needed
            To create and update Telemetry Action Definitions: Telemetry Definition and Action Management Designer and Unified Catalog Admin
            To generate service process:
            To access Unified Catalog: Unified Catalog Admin
            Context Service Admin

            Once a service process is generated, users can customize the intake form and fulfillment flow if required from Unified Catalog, or use the predefined intake form and fulfillment flow with a few changes. A case is generated when a service process is initiated to track the asynchronous details.

            1. Generate a service process for a telemetry action definition.
              1. From Setup, in the Quick Find box, enter and select Telemetry Definition and Action Management.
              2. Go to the Action Definition tab.
              3. Open your telemetry action definition record.
              4. Click Generate Process.
            2. Add a Retrieve Integration Procedure to the Omniscript-based intake form.
              1. From the App Launcher, search and select Unified Catalog.
              2. Open the Products tab from the navigation menu.
              3. Open the generated service process for your telemetry action definition record with the same name.
                You can also access this record by directly clicking the link in the Related Process field on your telemetry action definition record in Setup.
              4. Go to the Intake Form tab by clicking Next twice.
              5. Click Open Editor.
              6. Drag and drop an Integration Procedure component from the Standard Actions section in the Elements panel.
              7. On the properties panel, create a new integration procedure with ConnectedService type and Retrieve sub type.
              8. Add a Remote Action element.
              9. For Remote Class, enter industriesconnectedservice.TelemetryRemoteOperationRetrieverService.
              10. For Remote Method, enter call.
              11. Add a Response Action element.
              12. Save and activate the integration procedure.
                Users can create one integration procedure and attach the same in other Omniscripts as well.
              13. Under Remote Properties, for Extra Payload, provide these keys and values.
              • For key, enter SERVICE_PROCESS_ID, and enter the value, %productId%.
              • For key, enter RECORD_ID, and enter the value, %recordId%.
              • For key, enter NAMED_CREDENTIAL, and enter the named credential of your Mulesoft asset.
              • For key, enter RELATIVE_URL, and enter the URL that Mulesoft uses. For example, /digitalTwin/v1/telemetry/{sourceSystemIdentifier}/status.
            3. Add a Data Mapper Transform Action to the Omniscript-based intake form.
              1. Repeat steps a. to e. in step 2.
              2. Drag and drop a Data Mapper Transform Action component from the Data Mapper Actions section in the Elements panel.
              3. On the properties panel, for Data Mapper name, select DataMapperTransformDemoActionOmniscriptSubmitIPAction.
              4. Open the data mapper.
              5. Create mappings for the JSON input fields and map them to the Custom Attributes node.
              6. Save your changes.
            4. Add a Set Values component to the Omniscript-based intake form.
              1. Repeat steps a. to e. in step 2.
              2. Drag and drop a Set Values component from the Standard Actions section in the Elements panel.
              3. On the properties panel, for name, enter Set RecordId.
              4. Click Add Element Value.
              5. For Element Name, enter RecordId.
              6. For Value, enter %recordId%.
              7. Save your changes.
              8. Activate the Omniscript.
            5. Save the Intake Form.
            6. Update the integration definitions for retrieve or submit integration procedures as created for the Omniscript-based intake form in step 2.
              1. From Setup, in the Quick Find box, enter and select Integration Definitions.
              2. Open the Connected Services Remote Operations integration definition.
              3. Enter these details for a submit integration procedure.
                Fields Submit
                Apex Class industriesconnectedservice.TelemetryRemoteOperationProcessIntegrationProvider
                Attribute Name and Attribute Value
                • Connected Service Named Credential
                • The named credential of your Mulesoft asset.
                Attribute Name and Attribute Value
                • Remote Action URL Path
                • The URL that Mulesoft uses. For example,/digitalTwin/v1/telemetry/{sourceSystemIdentifier}/command.
              4. Save your changes.
            7. Activate the service process.
            8. Create a Catalog and Category for the generated service process.
              1. From the App Launcher, search and select Unified Catalog.
              2. Open the Catalogs tab from the navigation menu.
              3. Click New.
              4. Enter a name and description for the catalog.
              5. Select a Catalog Type.
              6. Save your changes.
              7. Open the created catalog record.
              8. Under Categories, click New.
              9. Enter a name and description for the category.
              10. Save your changes.
              11. Open the created category record.
              12. From the dropdown Add menu, click Existing Products and Services.
              13. Select your service process and save your changes.
            9. Add the Action Launcher component on a vehicle record page.
              1. From the App Launcher, search and select Vehicles.
              2. Open a vehicle record page and from the Setup icon dropdown, click Edit Page.
              3. On the Lightning App Builder, drag and drop the Action Launcher component from the Standard section of the Components panel.
              4. For Action Launcher Configuration, select Unified Catalog.
              5. For Service Catalog, select the catalog created in the step above.
              6. Save your changes.

            When a customer support rep launches a service process from the Action Launcher on a vehicle record page, and fills and submits the Omniscript-based intake form, the predefined fulfillment flow that's attached to the generated service process updates the case record created after the action's execution.

             
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