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Design a Request Intake Form
Add an OmniScript or Screen Flow to collect the information required to resolve or fulfill a service catalog request. Generate a form or attach an existing form to a service process.
Required Editions
An intake form presents the questions and fields that a requestor completes when submitting a service catalog request through Unified Catalog. After submission, the service process creates a Case, Incident, or Service Request record based on the selected process type.
For Agentforce interactions, an agent can process a simple service catalog request directly or provide an intake form when a service catalog request requires more information. For example, an agent can process a contact-detail update directly. For a new-employee onboarding service catalog request, the agent can provide a comprehensive intake form.
- From the Service Processes tab, open the service process that you want to add an intake form to.
- If the service process is active, deactivate it.
- In the left panel, select the Intake Form tab.
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To generate an intake form:
- Click Generate Intake Form.
- Select OmniScript or Screen Flow.
- Enter the required information, and then click Create.
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To attach an existing intake form:
- Click Attach an Existing Form.
- Select OmniScript or Screen Flow.
- Search for and select the form, and then click Attach.
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Review the intake form. To modify it, click Open Editor.
If the intake form uses custom context definition attributes, see Custom Context Definitions for Request Intake Forms.
To create service catalog requests with a custom screen flow, see Create Service Catalog Requests Using the Create Catalog Request Event Action.
To prefill context attribute values when requestors update service catalog requests, see Configure Intake Forms to Prefill Context Attribute Values.
See Example Flow to Create and Update Service Catalog Requests and Example OmniScript to Update Service Catalog Requests.
The intake form appears in the service process. - Save the service process as a draft, or click Next to configure service catalog request fulfillment.
If Service Process Launch Management with Agentforce is configured, Agentforce agents can share the intake form with users as a link during an interaction. See Service Process Launch Management with Agentforce and Working with Data in a Flow.
- Custom Context Definitions for Request Intake Forms
Custom context definitions support objects, relationships, and fields that aren’t available in the existing context definition and mappings for a request intake form. Their mappings determine which context attributes appear on request records. - Configure Intake Forms to Prefill Context Attribute Values
Show existing context attribute values when requestors update their service catalog requests. Configure the intake form flow to retrieve and prefill the values. - Create Service Catalog Requests Using the Create Catalog Request Event Action
Build a screen flow that collects request information and submits a service catalog request with the generic Create Catalog Request Event action. Use this action for a custom intake form that assembles the service process definition request in the flow. - Example Flow to Create and Update Service Catalog Requests
Design a screen flow that creates service catalog requests and updates existing requests from supported record pages. The flow retrieves existing service process details, controls which attributes a user can update, submits the request, and returns the result to the record page. - Example OmniScript to Update Service Catalog Requests
Configure an existing service catalog request intake OmniScript to retrieve an existing request, prefill its attribute values, control which attributes a user can edit, submit the changes, and display the result.
