Unified Catalog Integration

Available in: Lightning Experience in Enterprise and Unlimited editions for an additional cost. To purchase, contact your Salesforce account executive.

Available in: Aura Experience Cloud sites that use Build Your Own Template

Available in: LWR Experience Cloud sites that use Build Your Own Template

Unified Catalog Integration is the link that allows the Agentforce Service agent to resolve user requests by initiating specific business processes. The Actionable Smart Search tool facilitates query resolution by identifying relevant service processes or Unified Catalog items. When a user asks a question that matches a defined process, the agent identifies the intent and connects the user to the appropriate intake form or screen flow. This allows users to complete requests without navigating through multiple pages of the Experience Cloud site.

To make sure that your site users can view and interact with catalog items, Salesforce admins must coordinate with the IT Service Management (ITSM) team to establish security and governance:

• Data Governance Policies: You must create policies that grant portal users access to the Unified Catalog. Without these policies, the search tool cannot retrieve catalog items, even if they match the user's intent.

• Role-Based Visibility: Because the Unified Catalog often contains sensitive request types, access is strictly governed by the user’s specific role and permissions.

Because the Unified Catalog often contains sensitive request types, access is strictly governed by the user's specific Role and permissions.

• Authenticated Users: Visibility is determined by the user's profile and the data governance policies attached to the Unified Catalog.

• Unauthenticated Guest Users: The Experience Cloud site does not show Unified Catalog actions or service processes to unauthenticated guest users. All catalog-driven actions require the user to log in to the site to ensure data security and proper request routing.

To make it possible for users to complete requests, you must host the Unified Catalog Intake Form component on a dedicated page within your Experience Cloud site. When the Agentforce Service agent identifies a matching catalog item, it directs the user to this component, where the conversational context is maintained to streamline the submission process.