foreign [Music] service definition establishes an end-to-end connection between products services and case types so that agents and customers can quickly access relevant case types based on the customer context or products owned by the customer Solana Corporation learns that the image class printer model is having an ink leakage issue James Davies responsible for printer servicing creates a new service definition report a printer leakage he Associates the relevant product under the product service relationship and Associates a service catalog item report an ink leakage issue George Warren a boxio employee wants to report a problem with his new printer when he views his install base items in the customer portal he sees the relevant services for each item for the server he only sees the report a product complaint but for the printer he sees an additional service to report an ink leakage issue he can now submit his service request choosing from the services relevant in the context of the product owned George also wants a new printer ink subscription account and he initiates a chat with Jason James Solana customer agent when Jason initiates the create case request from the interaction if he chooses to submit a product specific issue he would see the relevant Services based on products owned by the contact George Warren however since the account creation request is not a product specific one Json unchecks the this is for a specific product checkbox and he is presented with the other services available for George a general product inquiry or create a new subscription account Json selects the new account request and system initiates the onboarding case type to guide Json in creating a new subscription account for George service definitions improve agent efficiency and customer satisfaction by showing only valid support requests based on the context