Create and Deploy a Service Process by Using a Template

Create a Service Process

1. In Setup, find and select Service Process Studio.
2. Click New Service Process.
3. To create a service process from an out-of-the-box service process template, click Create from Template.
4. Select the Request Leave or Update Profile template, and click Save & Launch.
5. Click Details and enter the basic details such as name, API name, short description, and long description.
6. Save and activate the service process.
   You can add images to service processes. See Create Simple Products.

Configure the Submit Leave Request Omniscript Intake Form

1. From the App Launcher, find and select OmniScripts.
2. Click the SubmitLeaveRequest Omniscript.
3. In Omniscript Builder, click New Version.
4. Select the GetLeaveBalance remote action.
5. In the Remote Action Properties pane, for the integrationDefinition key, enter the value of the integration definition you created during MuleSoft setup.
   See Create an Integration Definition.
6. Select the SendLeaveDetailsIP integration procedure action.
7. In the Remote Action Properties pane, for the svcCatalogItemDefApiName key, enter the API name of the request leave service process you created.
8. Activate the Omniscript.

Configure the Update Profile Omniscript Intake Form

1. From the App Launcher, find and select OmniScripts.
2. Click the UpdateProfile Omniscript.
3. In Omniscript Builder, click New Version.
4. Select the UpdateProfileIP integration procedure action.
5. In the Remote Action Properties pane, for the svcCatalogItemDefApiName key, enter the API name of the update profile service process you created.
6. Activate the Omniscript.

Attach the Omniscript to Service Process

1. In Setup, find and select Service Process Studio.
2. Click the service process you created.
3. In the Request Form screen, on the Omniscript Form card, click Add.
4. Based on the service process you selected, select the SubmitLeaveRequest or UpdateProfile Omniscript you configured, and then click Add.
5. Save your changes, and click Activate.

Add the Service Process to a Catalog

Select an existing catalog or create a new catalog.

1. From the App Launcher, find and select Product Catalog Management.
2. From the navigation menu, click Catalogs.
3. Click New.
4. Enter the required information, and select Service Process as the catalog type.
5. Save your changes.
   Note down the product catalog ID from the page URL for future reference.
6. Click the Categories tab, and click Create Category.
7. Enter the required information, and save your changes.
8. Select the category you created.
9. Click the Related tab, and then click Assign Products.
10. Select the service process you created, and click Next.
11. Save your changes.

Set Up the Process Employee Service Request Flow

This flow processes a service request after the manager’s approval and notifies the employee about the closure of the associated case.

1. In Setup, find and select Flows.
2. Click the Process Employee Service Request flow.
3. Click the Send Service Request Processed Email element, and then click Edit Element.
4. In the side bar, scroll down to the Sender Details section and enter an org-wide email address in the Send Email Address field.
5. Click the Send Rejection Email to the Employee element, and then click Edit Element.
6. In the side bar, scroll down to the Sender Details section and enter an org-wide email address in the Send Email Address field.
7. Click Save As New Flow.
8. Enter the required details, and save your changes.
9. Click Activate.

Set Up the Approve Employee Service Request Orchestration

This orchestration sends a request for service request approval to the employee’s manager. After the manager takes an approval action, the orchestration updates the approval status on Workday and notifies the employee. Follow the setup steps for the request leave and update profile service processes you created.

1. In Setup, find and select Flows.
2. Click the Approve Employee Service Request flow.
3. Click Save As New Orchestration.
4. Enter the required details, and save your changes.
5. On the Start element, click Edit.
6. In the sidebar, edit the Formula field by replacing the placeholder developer name with the API name of the service process you created.
7. Click the Update Manager Decision element, and then click Edit Element.
8. In the side bar, under the Select an Action to Run section, select the Process Employee Service Request flow you created.
   Set these input values:
   • approvalDecision: {!AssignCaseToManager.Outputs.approvalDecision}
   • integrationDefinitionApiName: <name of your integration definition>
   • rejectionMessage: {!AssignCaseToManager.Outputs.approvalComments}
   • serviceRequestDetails: {!$Record}
9. Click Activate.

Configure the Employee Portal Service Catalog Component

On the Employee Portal site, customize the Service Catalog page by configuring the Employee Portal Service Catalog component. Employees use this component to submit service requests.

1. From Setup, in the Quick Find box, enter All Sites, and then select All Sites.
2. Next to the name of your Employee Portal site, click Builder.
3. From Home, click Service Catalog in the builder page menu.
4. In the builder canvas, click Employee Portal Service Catalog.
5. In the Record ID field, enter the product catalog ID that you noted down earlier.
   The Record Id field is populated with {!recordId} by default. If you add the Employee Portal Service Catalog component to catalog pages and want the Record Id value to be automatically populated at runtime based on the user-selected catalog, retain {!recordId} as the value. If you add the component to any other page, enter the unique ID of a catalog in the Record Id field. See Locate the Unique ID of a Record in Salesforce.
6. In the Employee Portal Service Catalog window, add custom titles in the Component Title and All Services Tab Title fields.
   To configure other fields, see Customize the Product-Browsing Experience.