Service Definition form

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Service Definition form

    The Service Definition form in the Customer Service Management (CSM) application provides crucial information regarding service definition configurations. This form is essential for storing details about services offered to customers, facilitating better service management and delivery.

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    Key Features

    • Name: Identifies the service definition.
    • ID: Automatically generated from the service name, unique and supports alphanumeric characters and underscores (up to 40 characters).
    • Table: Specifies the availability of the service definition, such as for Case or extended Case tables.
    • Customer service type: Categorizes the service as Pre-sale, Post-sale, or General, aiding in contextual service display.
    • Playbook record generator: Links an associated playbook to assist agents with case records.
    • Image: Displays an image related to the service in card view for easy identification.
    • Order: Determines the display sequence of services in selectors, with lower values appearing first.
    • Active: Toggles the service definition's availability.
    • Description: Provides details about the service, visible in the case type selector.
    • Default table field values: Automatically populates fields upon record creation based on predefined values.

    Key Outcomes

    Upon creating and saving a service definition, related lists become accessible, including:

    • Product Service Relationships
    • Catalog Service Relationships
    • Service to Service Relationships
    • Service Definition Category Relationships
    • Reports

    This structured approach enhances service visibility for customer service agents, enabling efficient service management and customer interaction.

    In the Customer Service Management (CSM) application, the Service Definition form displays information about a service definition configuration. This information record stores the details about a service that is provided to customers.

    Table 1. Service Definition form
    Field Description
    Number (deprecated) The unique number of the service definition record.
    Note:
    Starting with the Washington DC release, this field has been replaced with the ID field.
    Name The name of the service definition.
    ID The ID of the service definition.
    The system auto-populates the ID field with the name of the service definition and replaces the spaces with underscores. The ID can contain alphanumeric characters and underscores and can be up to 40 characters in length.
    Note:
    The value in this field must be unique.
    Table The table that the service definition is available for, either the Case table or a table that extends the case table.

    For example, if the service is available for the onboarding case type, select the Onboarding Case [sn_onboarding_case] table.
    Customer service type The type of service:
    • Pre-sale
    • Post-sale
    • General

    A service type enables the system to display services based on the context.
    Playbook record generator The playbook record generator associated with the service definition.

    If a service definition has an associated playbook, the agent can use the playbook in a tab on the case record. For more information, see Associate a playbook with a service definition.
    Image The image associated with the service definition.

    Service definitions appear in the case type selector or case task type selector in a card view. The image appears in the card for a service definition along with the name and description.
    Order This value determines the order in which the services are displayed in the case type selector or other workflows. Service definitions with the lowest order value are displayed first. The default value is 100.
    • Service definitions with no order value appear above the ordered service definitions.
    • If one or more service definitions have the same order value, the system displays the service definitions in alphabetical order.
    Active Enables the service definition.
    Description The description of the service definition.

    Service definitions appear in the case type selector in a card view. The card includes the name, description, and image for a service definition. Customer service agents can search for services by entering keywords found in the service definition name and description.
    Default table field values One or more fields and default values from the target table (the table that you selected in the Table field). When a record is created for the target table for service definitions, the system uses these values to automatically fill in the record fields.
    After creating and saving a service definition, the following related lists are available on the Service Definition form:
    • Product Service Relationships
    • Catalog Service Relationships
    • Service to Service Relationships
    • Service Definition Category Relationships
    • Reports