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Service Process Studio
Configure Eligibility Rules and User Access Control for Service Processes

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Configure Eligibility Rules and User Access Control for Service Processes

Control which service processes are visible for your users and customers in the Action Launcher.

Required Editions

Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions with the required licenses

Steps to Configure Eligibility Rules and User Access Control for Service Processes

  1. Set up the prerequisites.
    1. Create a Product record type with SerivceProcess as the record type label and record type name.
      By creating a record type for the service processes, you can distinguish your service process products from other types of products in Product Catalog Management. See Create Record Types.
    2. Enable the integration between Service Process Studio and Product Catalog Management.
      By integrating, you can sync service process definitions and list them as service process products in Product Catalog Management. See Enable Service Process Definition Sync with Product Catalog Management.
    3. Create and activate service process definitions in Service Process Studio.
      After you create the service process definitions, the service processes are listed as service process products in Product Catalog Management. When service processes are listed as products, you can organize them into catalog and categories and configure eligibility rules to determine how and for whom the service process products are visible. See Create and Activate Service Process Definitions.
  2. Organize the service process products into catalog and catalog categories.
    1. Create a catalog for service process products.
      To make the service process products visible in the Action Launcher, add them to a catalog. The Action Launcher uses catalog and catalog categories to show the qualified service process products to your agents and customers. See Create a Catalog.
    2. Group the service process products in your catalog into catalog categories.
      For example, you can group service process products based on the line of business that they’re relevant for. See Create Catalog Categories and Subcategories.
    3. Organize your service process products by assigning them to catalog categories. See Assign Products to Catalog Categories and Subcategories.
  3. Create and activate a context definition.
    1. Define the context structure or scenario in which you want to determine the service process product eligibility.
      The context definition has the complete set of information to build and run the qualification rules procedure to evaluate the eligibility of a service process product. See Create Context Definitions.
    2. Map the definition’s nodes and attributes to sObjects and their fields.
      The mapping feeds data into the definition. See Map Context Definitions.
  4. Create a decision table and an expression set.
    1. Create and activate a service process product eligibility decision table.
      Define the input criteria that the service process product must meet to be qualified. The output field stores the qualification results. See Create a Decision Table for a Product.
    2. Create qualification rules.
      Enter the values for the input criteria that the service process product must meet to be qualified. Users and customers can see the service process products when the products meet the qualification criteria. See Create a Qualification Rule for a Product.
  5. Create a qualification rules procedure.
    A qualification rules procedure has a series of qualification procedure elements that evaluate the rules in the decision table. The procedure accepts a list of service process products as input and returns a list of qualified and disqualified service process products as output. The qualification rules procedure uses a decision table, an expression set, and a context definition to fetch the required data for running the qualification rules. See Create a Qualification Rule Procedure for a Product.
  6. Deploy the Action Launcher.
    Add the name of the service catalog that contains your service process products and the name of the expression set that contains the eligibility rules in the properties of Action Launcher. See Integrate Service Catalog with Action Launcher.

See Also

 
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