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Integrating AI into Your Service Catalog (Beta)
Drive self-serve case deflection in your Service Catalog site with Agent, your AI assistant for Service Catalog. Through a conversational interface, Agent uses an LLM to identify and execute relevant actions to resolve customer contact reasons without customers navigating your catalog or contacting support.
Agent actions are specific tasks that Agent completes. In Service Catalog, if a customer asks for help updating their phone number or email, Agent initiates an action for each service and either opens a catalog item request for the customer or provides them a link to the catalog item in your site. To learn more about how Agent works, review Agentforce Agents and Agent Actions.
Integrating Agent in Service Catalog requires several tasks in Setup. To get you started with Agent, we’ve provided you with three actions and catalog items. Before you can set up Agent in Service Catalog, you must:
- Have the required Service Catalog and Agent permissions and licensing.
- Build a Service Catalog that contains at least one active catalog category, catalog item, and catalog fulfillment.
To complete these prerequisites, see the Service Catalog and Service Catalog site setup documentation. To get started with your Service Catalog site setup, review the setup map for an overview of tasks and information.
Get Oriented Understand the basic features and necessary permissions. |
Learn the Foundations Familiarize yourself with Service Catalog actions, Agent output types, and their relation to catalog items. |
Setup Agent in Service Catalog Take the necessary steps in Setup to launch Agent in your Service Catalog. Access the Sample Catalog Items (Beta) |
Limitations
Service Catalog Agent actions are available for setup and use in the Agent Actions Setup page. Setup of Agent in your self-service site isn’t available.
- Service Catalog in Agentforce (Beta)
Learn the feature fundamentals and important permissions information. - How Service Catalog Works in Agent (Beta)
Familiarize yourself with the functionality of Service Catalog actions, Agent output types, and their relation to catalog items. - Service Catalog Action Reference (Beta)
Review the actions associated with Service Catalog. - Build Service Catalog Actions (Beta)
Set up and configure Service Catalog actions to resolve customer contact reasons with Agents.
