Service Definition form

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Service Definition form

    The Service Definition form in the Customer Service Management (CSM) application displays configuration details about a service provided to customers. It serves as a record that stores key information about each service definition to facilitate service management and delivery within the platform.

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    Key Features

    • ID and Name: Each service definition has a unique ID auto-generated from its name, allowing up to 40 alphanumeric characters and underscores. The name and ID uniquely identify the service.
    • Applicable Table: Specifies the target table for the service, such as the Case table or its extensions (e.g., Onboarding Case), defining the context where the service is available.
    • Customer Service Type: Defines the service category as Pre-sale, Post-sale, or General, enabling contextual display of services.
    • Playbook Record Generator: Links an associated playbook with the service definition, allowing agents to access relevant playbooks directly on case records.
    • Visual Elements: Includes an image and description that appear in card views within selectors like case type selector, enhancing service identification and user experience.
    • Display Order: Determines the sequence services appear in selectors and workflows, with lower order values displayed first; alphabetical order applies when order values are identical.
    • Activation: An active flag enables or disables the service definition’s availability.
    • Default Field Values: Allows pre-population of fields in the target table when a related record is created, streamlining record creation based on the service definition.

    Key Outcomes

    • Service definitions appear in intuitive card views with searchable names, descriptions, and images, improving agent efficiency in selecting and managing services.
    • Associating playbooks with service definitions empowers agents to follow guided processes directly linked to the service context.
    • Ordering and activation controls provide flexibility to organize and manage how services are presented and utilized within case workflows.
    • Related lists for product, catalog, and service relationships, as well as categories and reports, become available after saving, supporting comprehensive service management and reporting.

    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