Service Process Builder Components

Process Types, Attributes, and Products

• Process Types define the specific object—such as a Case, Incident, or Service Request—generated to track and manage operational fulfillment. These objects act as the foundational framework for organizing and resolving diverse customer and user interactions. See Create a Service Process in Unified Catalog.
• Attributes are the data fields used to capture essential request details. To keep the information structured and actionable, a designer uses attributes from the selected process type and context definitions. They can also create custom data attributes as needed. By standardizing these inputs, attributes provide reps with immediate context and eliminate the need for manual follow-ups or unstructured text.
• Products represent the specific goods or services available for selection within a service process. Products act as the link between the customer’s request and the actual solution provided. See Configure Process Attributes and Products.

Service Process Presentation and Management

• Cover image: This visual component defines the display image associated with the service process. It serves as the primary image that end-users (customers or reps) see within a service catalog or process selection interface.

• Service Process Details: Review the main identity of your process, including its description and designated process type—Case, Incident, or Service Request. This section also shows the specific date that the service process was created.
• Edit, Activate, and Delete Controls: These buttons are the administrative lifecycle controls for the service process definition, which help in the modification, publishing, and removal of the service process.

Service Process Configuration Elements

Here are the six configuration elements that govern a service's operational behavior:

• Intake Form: The interface is presented to the requestor, which uses defined attributes to collect structured, complete information when the requestor submits the request.
• Fulfillment Flow: The step-by-step, predefined process for delivering the requested item, often by using automation.
• Knowledge Articles: Suggestions to the requestor during the submission process to promote self-service and deflect simple requests before they create an anchor record.
• Eligibility Rules: Rules to determine which customers or requestors can view and submit the service, making sure that access is limited only to authorized individuals or groups.
• Preprocessor: A set of custom business logic that runs automatically before a case, incident, or service request is created.
• Integration: A standardized framework used to connect your fulfillment flow to external systems and third-party APIs.