Eligibility Rules and Access Control for Service Processes

When you sync service process definitions with Product Catalog Management, your service processes are available as service process products. When service processes are listed as products, you can use the prebuilt capabilities in Product Catalog Management to associate the service processes with a catalog and with one or more catalog categories, and define service process qualification rules.

Define the context structure or scenario in which you want to determine the service process qualification. Use the context definition and the service process qualification rule in an expression set to evaluate whether a service process qualifies for the specified context. Add the catalog and the expression set names in the Action Launcher properties so that when an agent searches for service process products in the Action Launcher, only those service process products, which are qualified for the agent or the customer are shown.

• Prerequisites to Configure Eligibility Rules and User Access Control for Service Processes
  To configure eligibility rules and access control for your service processes, you must first make the service processes available as service process products. You can list service processes as products by syncing the service process definitions in Service Process Studio with Product Catalog Management.
• Enable Service Process Definition Sync with Product Catalog Management
  To sync service process definitions and list them as service process products in Product Catalog Management, enable the integration between Service Process Studio and Product Catalog Management.
• 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.