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Unified Catalog
Create a Service Process in Unified Catalog

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Create a Service Process in Unified Catalog

Create a service process to collect request information and initiate work for a Case, Incident, or Service Request. The process type determines how Unified Catalog tracks the interaction, and the configured routing, fulfillment, and service-level agreement settings determine how teams process the request.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Unlimited, and Developer editions with Unified Catalog.
User Permissions Needed
To create service processes: Unified Catalog Admin
  1. From the App Launcher, search for and select Unified Catalog.
  2. On the Home page, click New, and then select Service Process.
    Alternatively, on the Service Processes tab, click New Service Process.
  3. On the Create Service Process page, enter a name for the service process and complete the remaining fields.
  4. To add an image for the service process, click Upload Image.
    Alternatively, in Add Image Link, enter the URL of a product image from an external data source. To include external websites, add the website URLs to the Remote Sites page and Cross-Origin Resource Sharing (CORS) page. See Configure Salesforce CORS Allowlist.
  5. If you want requestors to use the service process immediately after you save it, mark the service process as Active.
  6. Select a process type to specify the object that tracks the request through resolution or fulfillment.
  7. To make submitted field values editable by authorized requestors and fulfillers, select Allow editing submitted requests. See Unified Catalog Editions and Permissions for the required permissions.
    Updates to submitted service catalog requests don’t support service process attributes that use list-of-maps attributes.

Note
Note For an existing service process, after you turn on this option, verify the attribute configurations, regenerate the intake form, and activate it.

  1. Save the service process.

Migrate Service Processes: To move service processes from a sandbox to production or another target org, use Salesforce CLI. Salesforce CLI packages a service process and its supporting flows, transforms record IDs, and loads dependencies to preserve the configuration in the target org. See Salesforce Service Automation CLI Plugin Command Reference.

 
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