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            Verify the Configured Eligibility Rules for Service Processes

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            Verify the Configured Eligibility Rules for Service Processes

            Verify if the eligibility rules that you set for qualifying the service process products for your users and customers work as expected.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise and Unlimited Editions with the required licenses
            User Permissions Needed
            To create users: Manage Internal Users
            To add or edit picklists Customize Application
            To edit records: Edit on the object for the kind of record you’re editing
            To enable users to view eligible service process products in the Action Launcher:

            Industry Service Excellence

            AND

            Product Catalog Management Designer

            AND

            Financial Services Cloud Extension OR FSC Service
            1. Create standard users.
              Create the users for whom you want to qualify the service process products. When these users go to the Action Launcher component on a record details page of a Person Account and search for service process products, then only the service process products that they’re qualified for are shown. In this example, create two users with service agent profiles. For one user, assign retail banking dept as the department. And for the other user, assign wealth management dept as the department.
              1. From Setup, in the Quick Find box, enter Users, and then select Users.
              2. Click New User.
              3. Enter the user’s name and email address and a unique username in the form of an email address.
                By default, the username is the same as the email address.
              4. Select a user license.
                The user license determines the profiles that are available for the user.
              5. Select Service Agent as the profile.
              6. Enter retail banking dept as the department.
              7. Save your changes.
              8. Similarly, create another user with the service agent profile and wealth management dept as the department.
              9. Save your changes.
            2. Add the required picklist values for the Rating field on the Account object.
              1. From the object management settings for accounts, go to Fields and Relationships.
              2. In the Quick Find box, enter Rating, and then select Rating.
              3. In the Account Rating Picklist Values section, add the Gold, Silver, and Bronze values to the picklist.
                rating picklist values
              4. To add the new value to the picklist values for a particular record type, select the record type.
              5. Save your changes.
              6. Activate the picklist values.
            3. Update the customer rating for a Person Account.
              1. On the record page of a Person Account, click Edit.
              2. Update the value of the Rating field to Gold.
            4. View service process products that are qualified for the service agent who is assigned to the retail banking dept department.
              1. Log in as the user or the service agent who is assigned to the retail banking dept department.
              2. Go to the record details page of a Person Account account whose rating is Gold.
              3. In the Action Launcher component, search for service process products.
                When you search, only the Fee Reversal, Temporary Credit Limit Increase, and Update Profile service process products are shown.
              4. Update the value of the Rating field to Silver, and then reload the account page.
              5. In the Action Launcher component, search for service process products.
                When you search, only the Fee Reversal and Update Profile service process products are shown.
            5. View service process products that are qualified for the service agent who is assigned to the wealth management dept department.
              1. Log in as the user or the service agent who is assigned to the wealth management dept department.
              2. Go to the record details page of a Person Account account whose rating is Silver.
              3. In the Action Launcher component, search for service process products.
                When you search, only the Manage Standing Instructions and Update Profile service process products are shown.
              4. Update the value of the Rating field to Bronze, and then reload the account page.
              5. In the Action Launcher component, search for service process products.
                When you search, only the Update Profile service process product is shown.

            See Also

             
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