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Configure Request Fulfillment
Associate a flow with a service process to automate work after a Case, Incident, or Service Request record is created.
Required Editions
A fulfillment flow is optional. Without a fulfillment flow, service teams can manually route and complete work on the process type record.
To automate fulfillment, use a record-triggered flow. The flow can process work in Salesforce or exchange information with an external or back-office system.
Choose the flow type based on the complexity of the fulfillment process:
- Record-triggered flow: Use for a simple, straight-through service catalog request. For example, after a credit card blocking service catalog request creates a Case, the flow retrieves details from the Case and the Service Catalog Request base and extended attributes. The flow sends the information to a banking system through an external API and then closes the Case.
- Record-triggered orchestration flow: Use for a complex service catalog request that
requires multiple stages, users, or departments. This flow type can:
- Model complex workflows as work items.
- Coordinate sequential activities.
- Show team members where handoffs occur.
- Support parallel workstreams.
- Combine automated actions and manual work items.
- From the Service Processes tab, open the service process for which you want to configure fulfillment.
- On the Fulfillment Flow tab, click Add Fulfillment Process.
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Select the flow type.
- Flow: Use a record-triggered flow for a simple fulfillment process.
- Flow Orchestrator: Use a record-triggered orchestration flow for a complex fulfillment process.
Note For an autolaunched fulfillment flow, include theprocessTypeIdinput variable in Flow Builder. See Variable Resource under Flows. - Search for the flow that you want to associate with the service process.
- Review your selections, and then click Next.
The selected flow is associated with the service process as its fulfillment process.
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