Configuring service definitions

Release version: Australia

Updated March 12, 2026

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Summary of Configuring Service Definitions

Configuring service definitions allows system administrators to create and manage the services offered to customers. It facilitates the association of features like case types, playbooks, and catalog items with these services, enabling efficient service requests and case management.

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Key Features

Create a service definition: Define services that support specific products.
Associate products with service definitions: Establish a relationship between services and products.
Case types association: Define case resolution processes for specific service definitions.
Playbook association: Attach step-by-step guidance to assist in case resolution for a service.
User criteria configuration: Set access restrictions based on user roles or groups.
Customer criteria configuration: Restrict service access for customers based on specific attributes.
Default field values: Auto-populate record fields with predefined values in the target table.
Catalog items configuration: Enable end-users to create service requests through the service portal.
Related services: Create parent-child relationships between service definitions.
Service organization association: Link organizations that provide the services to the service definitions.
Service definition categories: Group service definitions logically for better organization.
Case interceptor integration: Ensure new case types appear in the Case interceptor for agent access.

Key Outcomes

By configuring service definitions, customers can streamline service requests and case management, ensuring that agents have the necessary tools and information to support their services effectively. This leads to improved service delivery and enhanced customer satisfaction.

Create service definitions for the types of services required to support your products. Associate different features such as case types, playbooks, and record producers with service definitions so that customers can request the services they need and agents can create cases of the right type to support those services.

System administrators can use the service definitions feature to define the services that are offered to customers and connect those services to products, case types, playbooks, and catalog items.

Table 1. Service definition configuration tasks
Task	Description
Create a service definition	Create a definition for a service that's offered to support a product.
Associate a product with a service definition	Configure the relationship between a product and service.
Associate a case type with a service definition	A case type defines the case resolution process for a service definition.
Associate a playbook with a service definition	A playbook provides step-by-step guidance for resolving a specific type of case. Defining a playbook record generator view enables case creation for a requested service.
Configure user criteria for a service definition	Configure user criteria for a service definition that restricts access to the service. Associate user-specific criteria such as role, assignment group, or specific user with a service definition to determine which users can access and use that service to create a case.
Configure customer criteria for a service definition	Configure customer criteria for a service definition that restricts access to the service. Associate customer-specific criteria such as location, customer level, or verified status with a service definition to determine which customers are eligible for that service.
Configure default field values for a service definition	Configure default values for fields in a service definition's target table. When a record is created for this table, the system uses these values to auto populate record fields.
Configure catalog items for a service definition	End users can select a catalog item from the service portal and use the record producer to create the service request.
Configure related services for a service definition	Associate one or more related services with a service definition to create parent-child relationships between service definitions. For example, you can create service definitions for case tasks and associate them with a service definition for a case type.
Associate service organizations with a service	After creating a service definition, you can associate organizations offering service with a service organization.
Create a service definition category	Create a category for service definitions. You can use these categories to create logical groupings of service definitions.
Associate service definitions with a category	Add service definitions to a category. A category can have one or more associated service definitions and a service definition can belong to multiple categories.
Add a case type to the Case interceptor	In the Core UI, the Case interceptor lists the types of customer service cases that an agent can create. If you create a case type and you want that case type to appear in the Case interceptor, you need to add it to the Case interceptor configuration.