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Unified Catalog
Unified Catalog centralizes product and service data to make it easier for users and processes to find, manage, and reuse catalog items. Self-service features help users solve problems and send service requests.
Required Editions
| Unified Catalog Editions and Permissions. |
- Unified Catalog IT Asset Request Use Case
Learn how to use Unified Catalog to request and deliver IT assets, such as laptops. - Create a Catalog in Unified Catalog
Organize your product offerings by creating catalogs and categories. - Unified Catalog Setup
Unified Catalog centralizes product and service data, making it easier for users and processes to find, manage, and reuse catalog items. Essential setup involves assigning the appropriate permission sets to service designers and users to control access and capabilities. Also, you must install the Unified Catalog Add On package to extend platform functionality. After the setup, the catalog uses three distinct objects for operational work: the Case object manages general issues and questions, the Incident object handles unplanned service interruptions, and the Service Request object fulfills repeatable, pre-approved requests. - Context Definitions for Unified Catalog
Unified Catalog uses context definitions to manage specific use cases. These use cases are scenarios where you collect and route data to Salesforce objects other than the primary objects—Case, Service Request, or Incident. This approach makes sure that detailed data required for complex fulfillment or subsequent reporting routes accurately and persists on the correct external record. - Unified Catalog Process Types: Case, Incident, and Service Request
The Unified Catalog app uses three distinct process types—Case, Incident, and Service Request—as anchor objects. These objects manage the variety of incoming customer and user interactions. Each object is designed to handle a specific type of service request, helping service teams to apply the correct process, priority, and resources. This structure provides a flexible architecture for service management. - Service Process Builder Components
Here are the key service-definition components: - Activate Your Service Process
Finalizing a service process involves careful review before activation. After the design is complete, the service process designer saves the configuration and clicks the Activate button to deploy it. - What Happens After You Activate a Service Process
After you activate a service process, the service process becomes available for use. The system applies its defined logic to manage incoming requests efficiently. - Create and Link Knowledge Articles to Service Requests
Incorporate Knowledge Articles into your service request to make information instantly available to the requestor, effectively encouraging self-service. These articles are a proactive self-service tool integrated directly into the submission experience. Select relevant articles from a knowledge base to be suggested to the requestor, offering an easier alternative to logging a new Service Request. - Apply Service-Level Agreements and Milestones to Service Requests
Define and manage fulfillment commitments with your customers by applying SLAs (Service-Level Agreements) and Milestones to the Service Request object. - Agentforce for Unified Catalog
Build trusted, intelligent AI agents for your business with Agentforce. Bring your agentic workflows to life with Agentforce assets that are provided with Agentforce for Unified Catalog. - Access Unified Catalog from Action Launcher
Add Unified Catalog to Action Launcher so that service reps can quickly start service processes on a record details page. - Troubleshoot Unified Catalog
Get tips for resolving Unified Catalog issues.
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