Configuring service definitions
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Summary of Configuring Service Definitions
Service definitions are essential for creating and managing the services your organization offers. They allow system administrators to define services, associate them with products, and enable customers to request specific services effectively.
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Key Features
- Create a Service Definition: Define services that support a product.
- Product Association: Link products with their corresponding service definitions.
- Case Type Association: Connect case types that dictate the resolution process for each service.
- Playbook Association: Integrate playbooks for guided case resolution, facilitating case creation through record producers.
- Default Field Values: Set default values for fields in service definitions to streamline record creation.
- Catalog Items Configuration: Allow end users to request services via catalog items in the service portal.
- Related Services: Establish parent-child relationships between service definitions for better organization.
- Service Organization Association: Link service organizations to specific service definitions to clarify service ownership.
- Service Definition Categories: Create categories for logical grouping of service definitions for easier navigation.
- Case Interceptor Configuration: Ensure new case types appear in the Case interceptor for agent accessibility.
Key Outcomes
By configuring service definitions, customers can expect to improve service management, enhance case resolution processes, and provide a more organized and user-friendly experience for both agents and end users. This leads to increased efficiency and satisfaction in service delivery.
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.
| 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 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 service 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. |