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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. |
- 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. - Create a Catalog in Unified Catalog
Create catalogs to organize product offerings by type, purpose, or time period. Add categories to arrange products in a hierarchy within each catalog. - Unified Catalog Setup
Prepare Unified Catalog for admins, service designers, service reps, and requestors. Review access requirements, assign permissions, understand the data model, and configure the catalog experience for your users. - Context Definitions for Unified Catalog
Use context definitions to collect data for objects other than the primary process type: Case, Incident, or Service Request. Context definitions make detailed information available for fulfillment and reporting on the appropriate related records. - Unified Catalog Process Types: Case, Incident, and Service Request
Case, Incident, and Service Request provide distinct process type objects for tracking and managing interactions in Unified Catalog. The appropriate process type depends on the requestor’s intent and the work required to resolve or fulfill the interaction. - Service Process Builder Components
Understand the components that define how a service process collects request information, presents products, controls access, and manages fulfillment. - Activate Your Service Process
Review and activate a service process to make it available to requestors through configured channels. - What Happens After You Activate a Service Process
An active service process is available to requestors through its configured channels. At runtime, the service process collects request information, creates a process type record, supports editing during specified fulfillment statuses, and runs the associated automation. - Manage Knowledge Articles for Service Requests
Create and publish a knowledge article from a Service Request record, or link an existing article to the record. Service reps use linked articles while working on the request. - Review and Complete Service Request Milestones
Track service-level agreement (SLA) timelines and fulfillment commitments for an assigned Service Request record. - 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. - Use Unified Catalog with Action Launcher
Make Unified Catalog service processes available in Action Launcher so that service reps can find and start them from a Lightning record page. - Troubleshoot Unified Catalog
Resolve common access and visibility issues in Unified Catalog.
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