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Request Management Components for IT Services
Review the building blocks in Agentforce IT Service that help manage the service requests for your employees.
Required Editions
| Available in: Lightning Experience |
| Available in: Unlimited and Enterprise editions with Agentforce IT Service. |
To manage service delivery effectively, understand these components of the Request Management system.
| Component | Description |
|---|---|
| Service Request | A formal request for a pre-approved, low-risk IT service or information. Unlike incidents, which report a service interruption, requests are routine needs such as software provisioning, hardware upgrades, or password resets. |
| Service Catalog | The centralized repository of all available IT services and products. Admins configure the catalog to determine which services are visible to employee users and what information employees must provide for each submission. |
| Service Catalog Item | An individual offering within the catalog. You can use templates to create service catalog items that include preconfigured attributes, intake forms, and fulfillment logic. |
| Attributes | The specific fields and data points, such as Operating System or Business Justification, shown to users during request intake to collect the information needed to create and process the request. |
| Intake form and flows | Unified Catalog uses an intake form interface to collect information from the users. When the user submits a form, it creates a service request record (such as a service request or incident). Each IT service template includes a prebuilt intake screen flow to handle data collection. In some cases, the flow uses third-party connectors to fetch external data, such as a list of assigned devices, to show to the user. |
| Fulfillment type | The method used to complete a service request. Fulfillment can be manual, where a task is routed to a support rep, or automated through fulfillment flows and third-party connectors. Certain fulfillment flows also include an additional step to orchestrate manager approval. |
| Fulfillment flows | The backend logic that carries a request from submission to closure. Many IT service templates include prebuilt fulfillment flows that use integrations with third-party connectors to automate fulfillment. |
| Third-Party Connectors | Integrations with external connections that allow Salesforce to communicate with other software, such as Okta or Microsoft Entra ID, to fetch data for intake or perform automated fulfillment actions. |
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