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Build Service Catalog Actions (Beta)
Set up and configure Service Catalog actions to resolve customer contact reasons with Agents.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To create a Service Catalog Action in Agent: | Service Catalog Builder permission set AND Agentforce Default Admin permission set AND Prompt Template Manager permission set |
Before you get started with Service Catalog actions:
- Complete the general Set Up Agents.
- Make sure you understand How Service Catalog Works in Agents (Beta).
Keep these important considerations in mind for Service Catalog actions.
- Access: Standard Service Catalog actions are available only when you have Service Catalog enabled with the proper licensing and permissions for Service Catalog and Agents. See Service Catalog in Agentforce (Beta).
- Standard Catalog Actions Setup: The Service Catalog actions we’ve provided you aren’t included in the Agent Actions page with the rest of the Standard Agent Action Reference. To access Service Catalog actions, you must install the sample catalog items, launch the Agent custom action guided setup, and select Service Catalog Item as the Reference Action Type. The actions associated with sample items are then available for selection in the Reference Action field.
- Custom Catalog Actions Setup: All your published catalog items are populated in Reference Action field of the guided setup. You can choose which items to create actions for.
Access the Sample Catalog Items
Expedite your Agent setup for Service Catalog with the sample catalog items that resolve common contact reasons such as updating a phone number or email.
Set Up Standard Service Catalog Actions
Take these steps to use the actions associated with the sample catalog items.
- From Setup, in the quick find box, enter Agent Actions and then select Agent Actions.
- From the Agent Actions page, click +New Agent Action.
- From the Agent Actions setup window, in the Reference Action Type field, select Service Catalog Item.
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From the Reference Action field, select one of these catalog actions.
- Update Email
- Update Phone Number
- Open a Support Case
- Optional: Edit the name of the label name and API name.
- Click Next.
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Optional: Edit the default action instructions, inputs, and outputs.
- For information on each input and output setting, see Create a Custom Action.
- For editing the action instructions, see Best Practices for Agent Action Instructions.
- From Outputs, select Show in conversation.
- Click Finish.
- Assign the action to your agent from the Agent Actions page, the record page for an action, or the Agent Action Library tab of the actions panel in the Agent Builder. To make changes, your agent must be deactivated.
Set Up Custom Service Catalog Actions
Take these steps to build custom actions for any of your catalog items with the custom action guided setup.
All your published catalog items are automatically populated in the guided setup model, providing you an easy way to build actions for your entire catalog. Keep these considerations in mind.
- Agent automatically executes your items that contain autolaunched flows as part of their fulfillment without additional setup.
- Agent executes your catalog items that contain orchestration or screen flows when you turn on Catalog Items Sharing in the Catalog Settings setup page.
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From Setup, in the Catalog Settings page, turn on Catalog Item Sharing.
The item sharing setup window opens.
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From the setup window, choose an Experience Cloud site or a custom site to enable item
sharing.
If you’re using an externally built site, provide a URL to the site that meets these requirements.
- Format: https://www.mysite.com/catalog/:recordId
- 1,000 characters or fewer
- Save your work.
- Review Best Practices for Agent Action Instructions.
- Create a Custom Action.
