The service builder defines what an applicant supplies and what happens after they submit it. Work in the draft, preview the result, and review it before publication.
Think in forms and routes (link to section)
The form collects answers. The route uses those answers to move the request through staff work, decisions, notifications, and outcomes.
For example, a hall rental service might collect an event date, ask staff to approve the request, send an outcome notification, and finish. A more involved service can have several branches, but each branch needs a clear purpose.
Choose steps for the work (link to section)
| Step | Use it to |
|---|---|
| Form | Collect the applicant’s answers. |
| Task | Assign work a staff member must complete. |
| Decision | Record an outcome and choose a route. |
| Notification | Send a configured message. |
| Document generation | Create a document using case information. |
| Payment | Collect a configured fee when payments are available. |
| Facility booking | Let applicants choose available spaces and equipment. |
The controls offered by a step determine its settings. Configure the step and connect its outcomes before moving on.
Make each route complete (link to section)
Follow the route from the start, using the applicant’s point of view. Each outcome should lead to a next step or an end.
- Assign human tasks and decisions.
- Check both positive and negative decision outcomes.
- Make sure conditions refer to questions the form actually asks.
- Keep an end reachable from each branch.
- Check automatic notification and integration chains for loops.
Use labels that describe the work, such as “Review insurance certificate”, rather than labels like “Task 2”.
Use Civi for a draft proposal (link to section)
Civi can propose supported changes to the draft. Review the proposed differences and accept only the changes you want. Publication and case decisions remain staff actions.
Read Work with Civi for the proposal workflow.
Save, preview, and review (link to section)
Save the draft as you work. Preview it to check the form and route together, then use the review stage to address configuration issues.
Review and publish explains how a new version affects future requests and existing cases.