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            Customize the Service Troubleshooting Flow Components in Communications Service Console

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            Customize the Service Troubleshooting Flow Components in Communications Service Console

            The Service Troubleshooting feature is built using OmniStudio components. The main Service Troubleshooting OmniScript (sfi/Troubleshooting) uses OmniScript, FlexCards, Integration Procedures, and Data Mappers throughout the troubleshooting flow. You can customize the Service Troubleshooting flow by adding or removing steps in the OmniScript or by modifying the FlexCards and Integration Procedures used as data sources. Consult the following table for detailed information on each OmniScript component used in the Service Troubleshooting flow.

            OmniScript Step Flexcard Data Source Required Input Sample Input Tab/Page Customization Details
            IPToFetchCustomerDetails NA sfi_GetCustomerDetails (IP) ContextId {"ContextId": "001B000001RTui1IAD"} NA NA IP is used to fetch current account details
            SelectAsset SFIDisputeManagmentCustomerDetailsCard NA NA NA Select Asset NA Flexcard to display customer details.
            SFITroubleShootingAssets NA NA NA NA NA Flexcard to display Assets
            SFITroubleShootingAssetContainer sfi_GetServicesByAccountIdUsingApex (IP) pagesize, offset, accountId, statusFilter, productFamilyFilter, searchValue {"pagesize" : 6, "offset": 2, "accountId" : "001B000001RTui1IAD", "statusFilter":, "productFamilyFilter":, "searchValue": } NA
            • sfi_GetServicesByAccountIdUsingApex (IP): Get Assets to display in the Select Asset page according to all the filters and search values
            • SFIDisputeManagmentAssetContainer (flexcard): Session Variables (offset, pagesize): Configure Assets to display in per page
            		 Flexcard to display a list of Assets
            IPToCreateEngagementInteraction NA sfi_CreateEngagementInteraction (IP) AccountId, Status, CommunicationChannel {"AccountId":, "Status":"New", "CommunicationChannel":"Voice Call"} NA NA IP to create new engagement Interaction
            IPToCreateEngagementTopic NA sfi_CreateEngagementTopic (IP) EngagementId, TopicName {"EngagementId": "", "TopicName": "Service Troubleshooting"} NA NA IP to create new engagement topic
            IPToFetchServiceDetails NA sfi_GetServicesByAssetId (IP) AssetId {"AssetId": ""} NA NA IP to fetch particular asset details
            IPToFetchBillingInfo NA sfi_GetBillingAccountStatus (IP) Id {"Id":} NA NA IP to fetch the Account Status
            DataRaptorToFetchOutages NA SFIGetOutageDetails (DR) NA NA NA NA IP to fetch all the Incidents
            AccountAndNetworkStatus SFITroubleshootingCustomerAndAssetDetailsCard (flexcard) NA NA NA Account & Network Status NA Flexcard to display the Customer and Asset details
            SFITroubleshootingAccountStatusCheck (flexcard) NA NA NA Account & Network Status NA Flexcard to display Account , Billing and Payment Status for Troubleshooting
            SFITroubleshootingOutageDetails (flexcard) sfi_TroubleshootingGetOutageData (IP) pagesize, offset {"pagesize" : 2, "offset": 0} Account & Network Status
            • sfi_TroubleshootingGetOutageData(IP): Get Incidents to display in the Outage Details information
            • SFITroubleshootingOutageDetails(flexcard): Session Variables (offset, pagesize): Configure Outages to display in per page
            		 Flexcard to display a list of Outages
            ServiceTroubleshooting SFITroubleshootingServiceCheck (flexcard) NA NA NA Service Troubleshooting NA Flexcard to display Service Status for Troubleshooting
            SFITroubleshootingUsageDetailsProgressBar (flexcard) NA NA NA Service Troubleshooting NA Flexcard to display the usage consumption details
            SFITroubleshootingUsageDetailsContainer (flexcard) sfi_TroubleshootingGetUsageConsumptionData (IP) NA NA Service Troubleshooting
            • SFITroubleshootingUsageDetailsContainer (flexcard): Show service usage consumption details using UI progress bar
            • sfi_TroubleshootingGetUsageConsumptionData (IP): IP to fetch the usage consumption details
            		 Flexcard to display the usage consumption details for a paticular service
            SFITroubleShootingCasesContainer (flexcard) sfi_GetCases (IP) accountId, offset, pagesize, fields, statusFilter, typeFilter, closedBeforeDays, sortDirection, sortByField {"accountId": "001B000001RTui1IAD", "offset":, "pagesize":, "fields": "Id, Status, CaseNumber, Type, Subject, CreatedDate, ClosedDate", "statusFilter":, "typeFilter":, "closedBeforeDays": 30, "sortDirection":, "sortByField":} Service Troubleshooting
            • SFITroubleShootingCasesContainer (flexcard): Show all the case details for a particular account.
            • sfi_GetCases (IP): IP to fetch all the open cases with respect to an account with status and type filters
            		 Flexcard to display all the open and recently closed cases
            SFITroubleShootingCases (flexcard) NA NA NA Service Troubleshooting NA Flexcard to list the open cases for a particular account
            SFITroubleshootingDiagnosticToolPerformance (flexcard) sfi_TroubleshootingGetServiceTestData (IP) serviceDetails, jobId {"serviceDetails":, "jobId":}Service Troubleshooting Service Troubleshooting
            • SFITroubleshootingDiagnosticToolPerformance (flexcard): Flexcard to display all the states of Polling like loading, success, failure
            • sfi_TroubleshootingGetServiceTestData (IP): IP to fetch the Line test data
            		 Flexcard to display Diagnostic tool result and other related metrics for Troubleshooting
            SFITroubleshootingDiagnosticTestResultContainer (flexcard) NA NA NA Service Troubleshooting NA Flexcard to show the success creen for Diagnostic result
            CaseCreation NA NA NA NA Case Creation NA OS step to display all the escalation form details and fields
            CreateCaseIP   sfi_TroubleshootingCreateCase (IP) svcCatalogItemDefApiName, account_id, comments, subject, problemType, description, status, priority { "account_id": "001B000001RTui1IAD", "subject": "Norther Trail Outfitters - Business Internet Essential - Service Outages", "problemType": "Problem", "description": "Service : Business Internet Essential Troubleshooting Status: Slow Connection Speed Download Speed : 25/250Mbps Upload Speed : 25/250 Mbps Signal Strength : 20dBm Latency : 1ms", "comments": "Some Internal Comments goes here ....", "status": "New", "priority": "Medium", "assetId": "02iWt000000V2ITIA0", "svcCatalogItemDefApiName": "Communication_Troubleshooting_Process"} To configure which Service Process Studio to invoke, navigate to CreateCaseIP in the sfi/Troubleshooting OS. Then, in the Remote Properties section, set the svcCatalogItemDefApiName field. NA IP to create case. This IP internally calls specified Service Process Studio which is specified in svcCatalogItemDefApiName input.
             
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