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Unified Catalog
Associate an Agent Action with a Service Process

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Associate an Agent Action with a Service Process

Add an existing agent action to a service process or create an action for submitting a service catalog request through Agentforce. At runtime, the action creates a Case, Incident, or Service Request record based on the process type configured for the service process.

Required Editions

View supported product editions.
User Permissions Needed
To associate an agent action with a service process:

Unified Catalog Designer

OR

Unified Catalog Admin
To add an agent action to an Agentforce agent:

Manage Agentforce Employee Agents

AND

Manage AI Agents

OR

Customize Application

Before associating an agent action, create the service process and deactivate it.

  • Service Process Agent Action Considerations and Limitations
    Review the supported service process attributes, generated flow behavior, and requestor experience before creating an agent action for a service process. Agent actions don’t support list-of-maps attributes, context variables, picklist values as a distinct data type, or service processes that include product selections.

Add an Existing Agent Action to a Service Process

  1. From the Service Processes tab, open the service process to which you want to add an agent action.
  2. Configure the required information on each tab. Click Next until you reach the Agent Action tab.
  3. On the Agent Action tab, click Add Existing Agent Action.
  4. On the Select an Agent Action page, search for and select an agent action.
  5. Click Continue.
  6. Save the service process.
  7. Activate the service process.

The agent action is associated with the active service process.

Create an Agent Action for a Service Process

  1. From the Service Processes tab, open the service process for which you want to create an agent action.
  2. Configure the required information on each tab. Click Next until you reach the Agent Action tab.
  3. On the Agent Action tab, click New Agent Action.
  4. Enter a name and description for the new agent action, and then confirm your entries.
    A system-generated autolaunched flow is created with a draft status. The agent action uses this flow to submit the service catalog request.
  5. Click Open in Flow Builder to review the generated flow and its invocable action.
  6. If needed, update the variables defined in the source service process or add custom variables.
    Note
    Note Don’t rename flow variable API names. The generated action uses them to identify service process attributes.
    Note
    Note Currency, number, and percentage variables in the generated draft flow have a default scale of 0. Change the scale as needed before activating the flow.
  7. Activate the flow.
  8. Return to the service process, and then click Create Agent Action.
  9. To review or modify the action instructions, click Open in Agent Studio.
  10. Save the service process, activate the agent action, and then activate the service process.

The new agent action is associated with the active service process.

Add the Agent Action to an Agentforce Agent

  1. From the App Launcher, search for and select Agentforce Agents.
  2. Open the agent to which you want to add the agent action, and then click Open in Builder.
  3. If your agent is active, deactivate it.
  4. From the sidebar, select Subagents.
  5. Add the agent action:
    • To add the action to a new subagent, enter the subagent details and associate the agent action.
    • To add the action to an existing subagent, on the subagent’s Actions tab, use the asset library to find and add the agent action.
  6. Save your changes.
  7. Activate the agent.

When a user submits a service catalog request through the agent, the agent action creates a Case, Incident, or Service Request record based on the process type configured for the service process.

 
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