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Service Catalog Action Reference (Beta)
Review the actions associated with Service Catalog.
Required Editions
| View supported editions. |
Before reviewing the Service Catalog actions, review the basics of Agent actions. See How Agent Works and Standard Actions vs Custom Actions.
Service Catalog provides you these actions to resolve common contact reasons using the conversational interface and natural language processing of Agent.
- Update Phone Number
- Update Email Address
- Open a Support Case
These actions are custom-built for Service Catalog and each is associated with an item of the same name. In Service Catalog, custom means that these actions aren’t included in the Agent Actions page with the rest of the Standard Agent Actions. You must have the associated licensing for Service Catalog and Einstein licensing to access Service Catalog actions. See Agent in Service Catalog Permissions Assignments.
Take a look at the Service Catalog actions references that outline the details of each action.
Agent Action: Update Email Address (Beta)
Creates a Service Catalog request for the Update Email Address catalog item. The item updates the user’s email address associated with their contact record.
Action Details
| API Name | UpdateEmailAddress |
| Action Type | Custom |
| Reference Action Type | Service Catalog Item |
| Inputs | previousEmailAddress, newEmailAddress |
| Outputs | svcItemRequestId |
| Does this action execute one or more prompt templates? | No |
| Required Setup | Build Service Catalog Actions (Beta) |
Examples of Utterances That Trigger This Action
- “I want to update my email address.”
- “I want to provide an email address.”
- “How can I change my email address?”
- “Where do I update my email address?”
Agent Action: Update Phone Number (Beta)
Creates a Service Catalog request for the Update Phone Number catalog item. The item updates the user’s phone number associated with their contact record.
Action Details
| API Name | UpdatePhoneNumber |
| Action Type | Custom |
| Reference Action Type | Service Catalog Item |
| Inputs | Email, NewPhoneNumber |
| Outputs | svcItemRequestId |
| Does this action execute one or more prompt templates? | No |
| Required Setup | Build Service Catalog Actions (Beta) |
Examples of Utterances That Trigger This Action
- “I want to update my phone number.”
- “I want to provide a phone number.”
- “How can I update my email address?”
- “Where do I update my phone number?”
Agent Action: Get Help (Beta)
Creates a Service Catalog request for the Get Help catalog item. The item is associated with the user's contact record. If a user’s contact record doesn’t exist, a case is created using the user’s email address.
Action Details
| API Name | GetHelp |
| Action Type | Custom |
| Reference Action Type | Service Catalog Item |
| Inputs | Email_Input, Description_Input |
| Outputs | svcItemRequestId |
| Does this action execute one or more prompt templates? | No |
| Required Setup | Build Service Catalog Actions (Beta) |
Examples of Utterances That Trigger This Action
- “I want to speak with an agent.”
- “I want agent assistance.”
- “I want to create a case.”
