Service request intake-to-fulfillment flows with Service Process Studio
Key Takeaway
Each service process links three stages: Request Intake, Create Case and Request Fulfillment. Pick the fulfillment flow by complexity. Use a Record-Triggered Flow for simple straight-through requests. Use a Record-Triggered Orchestration Flow for multi-user work that mixes manual and automated steps.
Service Process Studio is a setup framework in Agentforce Financial Services. You use it to build the service processes that service reps launch to handle customer requests, such as address updates, checkbook orders or statement copies. Each process is a service process definition that captures the request, creates a case to track it, and completes the work. Service Process Studio isn't limited to retail banking. It works equally well for insurance, wealth management and commercial banking.
What a service process definition contains
A service process definition bundles everything one request type needs:
- Data attributes
- A request form
- Business logic
- A fulfillment flow
- Integration definition details
Service Process Studio walks you through building the definition in order, from basic details to associating the fulfillment flow. The finished definition links three stages:
- Request Intake captures what the customer wants.
- Create Case turns the request into a tracked case.
- Request Fulfillment automates the work needed to complete the request.