Extend the capabilities of your service process by configuring preprocessors to run
background logic and integration definitions to bridge external endpoints.
A preprocessor executes custom business logic—such as checking for duplicate pending
requests—before a service process creates a case. If your fulfillment flow requires data from an
external API, such as a banking or healthcare system, integration definitions provide a
streamlined framework to manage those external connections efficiently. Both options can be
further customized using Apex in Open Builder.
From the left panel of your service process designer, select
Preprocessor.
Click Add Preprocessor, select a preprocessor from the list, and
click Save.
Review the details on the Preprocessor tab. To edit the logic using Apex classes, click
Open Builder.
Click Next.
On the Integrations tab, click Add Integration, select an
integration from the list, and click Save.
Review the integration details. To edit the integration using Apex classes, click
Open Builder.
Save the service process and activate it.
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