Configure Product2 and Case Objects

Configure Product and Case Objects for Service Assurance Hub

This guide walks Salesforce administrators through configuring the Product2 and Case objects to integrate Service Assurance Hub fields and components. Proper configuration ensures your team can effectively manage service entitlements and solution tracking.

Overview: Configure page layouts for Product and Case objects, add Service Assurance Hub fields, and embed the Delivered Solution Entitlement Check component on the Case record page.

Estimated Time: 20-30 minutes

Part 1: Configure Product Object

The Product object requires configuration to display Service Assurance Hub fields such as Product Category, Solution Area, and Deliverable Type.

Step 1: Access the Product Object Manager

Navigate to the Object Manager to locate the Product2 object:

1. Click the Setup icon in the top-right corner
2. Select the Object Manager tab
3. In the Quick Find box, search for Product
4. Click Product to open the Product2 object

The Product object displayed in the Object Manager

Step 2: Access Page Layouts

Configure the Product page layout to include Service Assurance Hub fields:

1. In the Product object, select Page Layouts
2. Locate the 'Service Assurance Product Layout' created by the managed package
3. Alternatively, you can add Service Assurance fields to your existing Product layout

Finding the Service Assurance Product Layout in the page layouts list

Step 3: Assign Layout to User Profiles

Assign the Service Assurance Product Layout to the users who will manage products:

Option A: Use the Service Assurance Product Layout (Recommended)

1. Click the 'Service Assurance Product Layout' name
2. Scroll to the Page Layout Assignments section
3. Click Edit Assignments
4. Select System Administrator and Product Manager profiles
5. Click Save

Option B: Add Fields to Existing Layout

If you prefer to customize your existing Product layout, add the following Service Assurance Hub fields:

1. Product Category — Classifies the product type
2. Solution Area — Identifies the business solution
3. Deliverable Type — Specifies the deliverable format (Package, Document, etc.)

Service Assurance Hub fields displayed on the Product layout

Note: Ensure all administrators and product managers can view and edit these fields in their assigned layouts.

Part 2: Configure Case Object

Configure the Case object to include Service Assurance Hub fields and add the Delivered Solution Entitlement Check component to the Case record page.

Step 1: Access the Case Object Manager

Navigate to the Case object:

1. In the Object Manager, search for Case
2. Click Case to open the Case object

The Case object selected in the Object Manager

Step 2: Add Delivered Solution Field to Case Layout

Add the Delivered Solution field to the Case page layout:

1. In the Case object settings, select Page Layouts
2. Click on your Case layout (or create a new one if needed)
3. Click Edit to modify the layout

Opening the Case page layout for editing

Step 3: Drag and Drop Delivered Solution Field

Add the Delivered Solution field to the Case layout using the layout editor:

1. In the right panel, locate the Delivered Solution field from the available fields
2. Drag and drop it into the desired section of the Case layout
3. Position it in a logical area such as Case Details or Product Information section
4. Click Save to apply the changes

Positioning the Delivered Solution field on the Case page layout

The Delivered Solution field now appears on the Case layout

Best Practice: Place the Delivered Solution field prominently in the Case details section for easy visibility and data entry.

Part 3: Add Service Entitlement Component to Case Record Page

Enhance the Case record page by adding the Service Entitlement Check component, which provides real-time validation of delivered solutions against service entitlements.

Step 1: Edit the Case Record Page

Navigate to the Case record page builder:

1. In the Case object settings, select Record Pages
2. Click on the Case record page to edit (e.g., 'Case Record Page')
3. Click Edit to enter the page builder

Step 2: Add a New Tab

Create a dedicated tab for the Service Entitlement Check component:

1. In the record page builder, click the + icon to add a new tab
2. Name the tab 'Service Entitlement Check' (or similar descriptive name)
3. Click Done to create the tab

Creating a new tab on the Case record page for the service entitlement component

Step 3: Add the Service Entitlement Component

Add the entitlement check component to the new tab:

1. Navigate to your newly created 'Service Entitlement Check' tab
2. Click the + icon to add a component
3. Search for and select 'Case - Delivered Solution Entitlement Check' component
4. Drag and drop the component into the tab area
5. Configure any required properties if prompted
6. Click Save to save the record page

The Case - Delivered Solution Entitlement Check component added to the record page

Component Benefits:
This component enables support agents to quickly verify whether a customer's case solution falls within their service entitlements, improving case handling efficiency and customer satisfaction.

Verification Checklist

Verify that all configurations have been properly applied:

1. ☐ Product page layout displays Product Category, Solution Area, and Deliverable Type fields
2. ☐ Service Assurance Product Layout is assigned to System Administrator and Product Manager profiles
3. ☐ Case page layout includes the Delivered Solution field
4. ☐ Case record page has a 'Service Entitlement Check' tab
5. ☐ Case - Delivered Solution Entitlement Check component is visible on the new tab
6. ☐ Test by opening a Case record and verifying all fields and components are visible

✓ Configuration is complete
Your Product and Case objects are now fully configured to leverage Service Assurance Hub features for product tracking and case entitlement validation.

Troubleshooting

If you encounter issues during configuration:

1. Service Assurance fields not visible on layout: Ensure the fields have been added to the page layout and the layout is assigned to your user profile
2. Component not appearing on Case record page: Verify that the 'Case - Delivered Solution Entitlement Check' component is available in your org and that you have the necessary permissions to add components
3. Layout not showing for users: Check that the page layout assignment matches your user's profile and that the layout is activated

For additional support, contact the CodeyLabs support team at support@codeylabs.com.