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            Key Components of the Unified Catalog for IT Services

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            Key Components of the Unified Catalog for IT Services

            The Unified Catalog is a framework for defining, managing, and deploying reusable service processes and products. Use the catalog to build a structured service delivery system by configuring its core components.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

            Service Process

            These are the core building blocks that represent structured workflows for delivering a service, such as requesting a laptop. You can model each process as a Product2 record and reuse it across multiple catalog items.

            Anchor Entity

            A service process creates an anchor entity when a user submits a request. You can define whether a service request generates a Case, an Incident, or a Service Request record as the anchor entity by selecting the Target Data Model during Service Process definition. This is a crucial step for IT service, as it allows you to provide the right level of support for standard requests and incidents through appropriate fulfillment workflows. For example, you can use a Service request record for a standard request, such as requesting a laptop, a Case record for an enquiry, such as a billing dispute, and an Incident record for a break report, such as VPN not working, to provide the appropriate support.

            Intake Form Configuration

            The catalog supports structured intake through screen flows or Omniscripts to collect all necessary information from the user. This intake ensures accurate data capture for efficient triage and fulfillment.

            Fulfillment Flow

            You can include automated fulfillment in your service processes by using a flow or Flow Orchestrator, depending on the complexity of the process. The flow automates the execution of multi-step IT service delivery workflows.

            Knowledge Article Association

            You can associate service processes with knowledge articles. This helps users discover and launch requests directly from a knowledge base entry, streamlining the transition from learning about a solution to initiating the corresponding action.

             
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