Create Data Attributes for Service Process Studio

Create a data attribute of the type Base to enable security-related capabilities, such as encryption and field-level security. For example, to store a phone number or approved refund amount, create them as attributes of type Base. Additionally, create a data attribute of type Base if you want to map the data attribute to a relevant field of an object. For example, if you want to store data related to a disputed transaction amount, create a data attribute of type Base with the Base Object as Dispute and Field Identifier as Disputed Amount.

When a case is created for a service process request, the Connect API creates a record for the base object and populates the record with all the base attribute values as shown in this example.

If the selected Base Object is Service Catalog Request, the Connect API populates the Service Catalog Request object record with the case Id details and all the base attribute values as shown in this example.

The Base Object represents a standard or a custom object where you want to store the value of a base-type data attribute. By default, Service Catalog Request is selected as the Base Object. You can search for and select a different base object.

Before you select base objects, see Considerations for Selecting Base Objects.

Store Extended attributes in the Service Catalog Request Extd Attr Val object in the name-value format. When a case is created for a service process request, the Connect API populates the Service Catalog Request Extd Attr Val object record with the service catalog request record reference and all the extended attribute values. These values are saved as multiple records in the name-value pair format as shown in this example. The Service Catalog Request Extd Attr Val object design ensures that the table grows vertically when the number of extended attributes increase.

To derive the value of a base-type data attribute automatically when a case is created for a service process request, and to establish a relationship between the base objects, select this checkbox along with an appropriate Reference Object.

To learn more about when to use derive attribute value at runtime in relationship with the base-type attributes, base objects, and reference objects, see Considerations for Selecting Base Objects.

The Reference Object is a standard or a custom object for which you need a lookup. Lookup-type data attributes maintain referential integrity by adding accurate references to object records. Both Extended Attributes and Base Attributes support lookups.

When the agents view the service process data attributes on the Case Details Lightning component, the lookup-type attributes show navigation links to related records.

Use the Parent Attribute option to store an element that contains another element. Parent attributes are of the type Map or List of Map. A List of Map is a key-value table that can look up any entry by key efficiently. A Map stores key value entries, where each key in the map is associated with a value. For example, a fee reversal transaction has multiple parameters associated with it as shown in this example:

To associate these transaction details with a single transaction record, you can create a parent attribute of type List of Maps named Fee Reversal Transactions and associate this parent attribute with all the attributes representing transaction details as shown in this example.