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            Set Up Unified Catalog for IT Services

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            Set Up Unified Catalog for IT Services

            Review the steps to set up and configure the Unified Catalog so that you can define the service processes correctly and provide users with the necessary access. Use the Unified Catalog app to create products, services, and catalogs.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            Note
            Note To set up common service requests for IT Service, use an IT Service template. Templates have preconfigured data models, attributes, intake forms, and in some cases, fulfillment flows, to reduce implementation effort. See Install and Activate Service Catalog Templates.
            1. Assign appropriate permission sets to your users to set up Unified Catalog for your Salesforce org.
            2. To support business operations and provide guided workflows to your users, create a service in Unified Catalog.
            3. Configure the service process with service designer.
              1. Configure a Data Model for Unified Catalog.
                Select Case, Incident, or Service Request as the Target Data Model, which is where the final service request record is created.
              2. Create data attributes to store specific information for your service request and to define the fields your users see during the request intake.
              3. Configure an intake form for the Service Process by using either Omniscripts or screen flows.
                Note
                Note When you use an Omniscript to create an intake form, a basic form is automatically generated based on the defined attributes.
              4. Automate the service request completion with a fulfillment process by using tools such as Flow, Flow Orchestrator, or Stage Management.
                If you don't have a fulfillment flow, your support reps need to review and act on your service requests manually.
              5. To improve the discoverability of the service processes and provide additional information to the requestor, associate them with knowledge articles.
              6. If necessary, define the eligibility rules to determine which users can see or access the service process.
            4. To create a cohesive and intuitive self-service experience, organize and show your service offerings to the end users by using a well-structured catalog with categories.
            5. Provide your employees access to the Unified Catalog in Microsoft Teams.
            6. Provide your employees access to the Unified Catalog in the self-service portal.
             
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