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IT Asset Request Use Case for Unified Catalog
See how Ursa Major Solar uses Unified Catalog to provide a consistent process for requesting and fulfilling laptops.
Required Editions
| Unified Catalog Editions and Permissions. |
Ursa Major Solar has a growing workforce with diverse IT needs. Employees use multiple channels, such as email and the help desk, to request laptops. These inconsistent processes make it difficult for the IT team to collect complete request information, route work, track progress, and meet fulfillment targets.
Unified Catalog gives employees one place to submit laptop requests. Ursa Major Solar uses a service process with the Case process type to collect request details, create a case, and initiate fulfillment. Ursa Major Solar can adapt the intake form, routing, fulfillment activities, and case statuses to its IT policies.
Laptop Request Intake
A service designer creates and activates a service process for laptop requests. The designer adds the laptop products that employees can select and generates or attaches an Omniscript or Screen Flow as the intake form.
Employees access the service process from the Unified Catalog app or a configured portal. The intake form collects the information that Ursa Major Solar needs to fulfill a request, such as the selected laptop, start date, and delivery location.
Ursa Major Solar can use eligibility rules to control who can view and submit the service process. For example, eligibility can depend on requestor attributes such as department or location.
Case Creation and Routing
When an employee submits the intake form, the service process creates a case with the submitted request information. The case provides the fulfillment team with a central place to track and manage the request.
Ursa Major Solar can use a fulfillment flow to retrieve the request details and route the case to the appropriate fulfillment team. The assigned service rep uses the case to monitor progress and communicate request updates.
Laptop Fulfillment
Ursa Major Solar uses its fulfillment process to coordinate the work required to provide the laptop. For a simple process, Ursa Major Solar can use a record-triggered flow. For work that involves multiple stages, users, or departments, Ursa Major Solar can use a record-triggered orchestration flow.
An action plan can create a set of fulfillment tasks. For a laptop request, these tasks can include verifying inventory, configuring the hardware, and scheduling delivery. The fulfillment team tracks this work on the case and updates the case status as the request progresses.
Progress Monitoring and Completion
Case management capabilities help the service team track the request through fulfillment. Ursa Major Solar can use its configured case statuses to communicate progress and identify completed requests.
After the fulfillment team completes the required work, the service rep closes the case. Ursa Major Solar can use a configured flow and Salesforce Surveys to collect feedback after fulfillment.
Sita Nagappan, a software developer at Ursa Major Solar, needs a laptop. Sita opens the laptop request service process in Unified Catalog, selects a laptop, and completes the intake form with a start date and delivery location.
When Sita submits the form, the service process creates a case with the request details. Ursa Major Solar’s configured fulfillment flow routes the case to the appropriate team.
The fulfillment process creates tasks to verify inventory, configure the laptop, and schedule delivery. The fulfillment team uses the case to track the work and update the request status. Sita can track updates to the request.
After the team fulfills Sita’s request, the service rep closes the case. If Ursa Major Solar has configured a feedback survey, Sita receives an invitation to provide feedback.
