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Service Process Builder Components
Understand the components that define how a service process collects request information, presents products, controls access, and manages fulfillment.
Process Types, Attributes, and Products
A process type specifies the object, such as Case, Incident, or Service Request, that tracks and manages request fulfillment. The selected process type provides the framework for organizing and resolving customer and user interactions. See Create a Service Process in Unified Catalog.
Attributes are data fields that capture request details. A service designer can use attributes from the selected process type or a context definition or can create custom attributes. These structured inputs provide service reps with the context required to process a request.
Admins can make selected attributes editable after a request is submitted. For each attribute, service designers specify who can edit the value and the fulfillment statuses during which editing is available. See Configure Process Attributes and Products. For required permissions, see Unified Catalog Editions and Permissions.
Products are goods or services that requestors can select in a service process. Products connect the request to the item or service provided during fulfillment. See Configure Process Attributes and Products.
Laptop request process
Scenario: New employee laptop procurement at Acme Corp. This example shows how requestors can update their request details after submission.
Designer journey (IT admin, Sarah): Sarah creates a service process in Unified Catalog for laptop requests. On the Service Process setup page, Sarah selects Allow editing submitted requests. For Delivery Address, Start Date, and Cost Center attributes, Sarah sets Applicable Statuses to New and In Progress, and sets Edit Access to both the requestor and assigned fulfiller. Sarah then saves and activates the service process. When the request moves to another status, these attributes are no longer editable.
These settings help authorized users update request details during fulfillment without changing information after the configured statuses have passed.
Requestor journey (new employee, Marcus): Marcus requests a new laptop and completes the request form with the laptop specifications and delivery address. After Marcus submits the form, the system creates the request with the New status.
Update scenario: Two days later, Marcus's manager asks Marcus to work from the office instead of home for the first month. Marcus opens the request record and changes the delivery address. Other fields are read-only. Marcus then saves the form.
Fulfillment journey: The fulfillment flow uses the updated values and sends the laptop to the new location. When the laptop ships, the fulfiller changes the request status to Shipped. Marcus can no longer edit the request. The laptop is delivered to Marcus at the office.
Service Process Presentation and Management
Cover image: The image represents the service process in a service catalog or process-selection interface. Customers and service reps see this image when they review available service processes.
- Service process details: Review the service process description, selected process type, and creation date. To make submitted field values editable by authorized requestors and fulfillers, select Allow editing submitted requests. Then configure which attributes are editable, who can edit them, and the fulfillment statuses during which editing is available. When a request moves to another status, users can no longer edit those attribute values. See Configure Process Attributes and Products.
- Edit, Activate, and Delete controls: Modify, activate, or delete the service process.
For required permissions, see Unified Catalog Editions and Permissions.
Service Process Configuration Elements
Six configuration elements control the operational behavior of a service process:
- Intake form: Collects structured request information from the requestor by using the defined attributes.
- Fulfillment flow: Defines the predefined steps and automation used to deliver the requested item or service.
- Knowledge articles: Suggest relevant information during request submission so that requestors can resolve issues before creating a process type record.
- Eligibility rules: Determine which requestors can view and submit the service process.
- Preprocessor: Runs custom business logic before a Case, Incident, or Service Request record is created.
- Integration: Connects the fulfillment flow to external systems and third-party APIs.
- Configure Process Attributes and Products
Define the information that a service process collects from requestors and the products available for selection. Organize attributes and product collections on pages in the request intake form. - Design a Request Intake Form
Add an OmniScript or Screen Flow to collect the information required to resolve or fulfill a service catalog request. Generate a form or attach an existing form to a service process. - Configure Request Fulfillment
Associate a flow with a service process to automate work after a Case, Incident, or Service Request record is created. - Invocable Actions for Unified Catalog Service Processes
Create and manage Unified Catalog service requests in flows by using invocable actions. - Add Knowledge Articles to a Service Process
Add existing knowledge articles to a service process so that requestors can review relevant information during request intake before submitting a service catalog request. - Control Access by Using Eligibility Rules
Use eligibility rules to determine which requestors can view and submit a service process in Unified Catalog. - Associate an Agent Action with a Service Process
Add an existing agent action to a service process or create an action for submitting a service catalog request through Agentforce. At runtime, the action creates a Case, Incident, or Service Request record based on the process type configured for the service process. - Configure Advanced Service Process Options
Run business logic before creating a process type record with a preprocessor, or connect service process automation to an external endpoint with an integration definition.
