Service Process Studio Basics

The following illustration helps you to understand the service process workflow and how each of the building blocks of the Service Process Studio helps to design this workflow. Data attributes, Omniscripts, screen flows, and preprocessors help you to design a streamlined request intake process, and Flow or Flow Orchestrator, and Integration Definition help you to design a fulfillment flow.

You can also use the Connect API to create a case from any third-party request intake process. For example, if you have an established banking application that has its own request intake process, the Connect API can be triggered from this request intake application. The Connect API creates a case record, which is used to manage the lifecycle of a service process request.

• Service Process Studio Data Attributes
  Data attributes store information that a customer provides and later make it available for use in service processes.
• Service Process Studio Request Forms
  A request form is an intake form that helps service agents to gather information from customers easily. Create a request form and associate it with a service process definition. Service agents can launch this request form from the Action Launcher component and get started with customer service operations quickly and efficiently.
• Service Process Studio Preprocessors
  A preprocessor represents business logic that must be run before creating a case for a service process request. For example, business logic for a checkbook request rejects a new request if there's an active request pending.
• Service Process Studio Fulfillment Flows
  A fulfillment flow represents the automation of the tasks required to complete a service process request after the case is created.
• Service Process Studio Integration Definitions
  An integration definition is a framework to set up integrations with different external endpoints quickly and efficiently.