Reverse Fees on Client Accounts Using Service Process Studio
Use the Service Process Studio to customize the Fee Reversal service process to meet the needs of your business. The guided flow lets you customize the default Fee Reversal service process to give your users a process to submit a request to complete a fee reversal.
Required Editions
| Available in: Lightning Experience |
| Available in: Professional, Enterprise, and Unlimited Editions where Financial Services Cloud is enabled |
Note The Financial Services Cloud managed package must be installed in Salesforce before you
can complete these steps.
- Add the Financial Account Field to the Case Object for Fee Reversals
To associate the financial account of a customer with the case for a fee reversal service process request, add a field to the Case object. - Assign Fee Reversal Service Process Permissions to Users
To configure the Fee Reversal service process, assign permissions. - Connect to MuleSoft and Create a Named Credential for Fee Reversal Service Process
Turn on Financial Services Cloud Integrations and create a MuleSoft named credential to connect your external banking system to Salesforce. - Create Integration Definitions for Fee Reversal Service Process
The Fee Reversal service process uses two integration definitions, fee_reversal_integration_definition and FSC_GetTransaction. - Clone and Activate the Fee Reversal Service Process Omniscript
Clone and activate the FSC/FeeReversal OmniScript. The OmniScript gives your users a guided path for completing the address update request intake process of the address update service process. Use the OmniScript as it is, or customize it to meet the needs of your business. Create and add a custom label to customize the name that shows in the action launcher. - Clone and Activate the Fee Reversal Salesforce Flow
Use the Fee Reversal Salesforce Flow Orchestration to show your users step-by-step instructions to submit a fee reversal for a client. You can customize the flow to meet your business needs. - Add the Case Details Component to Show Fee Reversal Service Process Data
To show your agents all the data attributes associated with a service process request for a case, add the Case Details Lightning component to the case record page. - Create a Fee Reversal Service Process
Create a unique version of the Fee Reversal service process and enter the details. - Add Data Attributes to Store Fee Reversal Data
Optionally, create data attributes to store information from a client. The Fee Reversal service process has predefined data attributes. You can create more as needed to meet the needs of your business. - Update the Fee Reversal Salesforce Flow
To connect the SvcCatalogItemDefinitionID field to your Fee Reversal service process, update the start element in the cloned Fee Reversal Salesforce Flow. When a case is created, a Service Catalog Request is created. Adding your Fee Reversal service process API name triggers the flow only for fee reversal based on the Service Catalog Requests. - Update the Fee Reversal OmniScript
Update the name of the Service Process in the cloned version of the FSC/FeeReversal OmniScript to your Service Process Definition API Name. - Create Fee Reversal Action
To give your users quick access to the Fee Reversal OmniScript, create an action launcher deployment that uses the service process template. If you have an existing action launcher deployment, add the Fee Reversal OmniScript to it. - Add the Action to the Person Account Page
Add the Fee Reversal action launcher component to the Person Account page layout to give your users quick access to the Fee Reversal OmniScript. Create and add a custom label to customize the name that shows in the action launcher. - Activate the Fee Reversal Service Process
Confirm the OmniScript, Integration Definition, and Salesforce Flow and activate the Fee Reversal service process. - Configure the Fee Reversal OmniScript
To customize the fee reversal request flow, edit the steps of the Fee Reversal OmniScript. Open the OmniStudio app, go to the OmniScripts page, expand the FSC/FeeReversal OmniScript, and open the highest version. - Required OmniScript Components for Fee Reversal Service Process
Check that the required components are in place in Salesforce to support the Fee Reversal service process.
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