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Service Process Studio
Create and Activate Service Process Definitions

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Create and Activate Service Process Definitions

Create a service process definition in the Service Process Studio and activate it so that service agents can launch it through the Action Launcher component on a record details page.

Required Editions

Available in: Lightning Experience
Available in: all editions with the Industry Service Excellence licenses
User Permissions Needed
To set up and use Service Process Studio:

Industry Service Excellence permission set

AND

Other required object permissions

See Also

Prerequisites

Before creating a service process definition, ensure that you:

  1. Create your data attributes that store customer-provided information.
  2. Create and activate an OmniScript or screen flow that you plan to use as a request form for your service process.
  3. Create an Apex Class to implement the business logic required for the service process. Build this Apex class by implementing the ServiceProcessRequestPreProcessor Interface to ensure that they’re visible in Service Process Studio to associate with a service process definition.
  4. Create an Integration Definition to integrate with external endpoints.
  5. Optionally, create a fulfillment flow to automate tasks required to complete the service process request.

Create and Activate Your Definition

  1. From Setup, in the Quick Find box, enter Service Process Studio, and then select Service Process Studio.
  2. Click New Service Process.
  3. Create a definition.
    • To create a service process definition from the start, click Create New.
    • To create a service process definition from an out-of-the-box service process definition template, click Create from Template.
  4. Based on your selection, do one of these actions:
    • Enter the service process name and API name, and click Save & Launch.
    • Select an out-of-the-box service process definition template, and click Save & Launch.
  5. Click Details and enter the basic details such as name, API name, short description, and long description.
  6. Click Data Attributes, and click New Data Attribute to create data attributes, and then save your changes.
  7. Click Request Form, and click Add under Omniscript Form or Flow Form to select an Omniscript or screen flow as the request form.
    1. Select a request form relevant to your service process, and click Add.
    2. Save your changes.
  8. Click Preprocessor, and click Add Apex Class.
    1. Select an Apex Class relevant to your service process, and click Add.
    2. Save your changes.
  9. Click Integration Definition, and click Add Integration Definition.
    1. Select an Integration Definition relevant to your service process, and click Add.
    2. Save your changes.
  10. Click Fulfillment Flow, and click Add Fulfillment Flow.
    1. Select a fulfillment flow relevant to your service process, and click Add.
    2. Save your changes.
  11. To view all the details, click View Summary.
  12. Save the service process definition and click Activate.
 
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