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            Install and Activate Service Catalog Templates

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            3. Agentforce IT Service

            Install and Activate Service Catalog Templates

            Deploy an IT service template from the Unified Catalog to create and activate a service process for your employees. After installation, you can review the intake forms, configure fulfillment flows, and add the process to a catalog visible on the employee portal.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To create and manage third-party connections: Manage Integration Connections
            Note
            Note The prebuilt intake and fulfillment flows in service catalog templates aren't localized. Flow screen labels appear in English regardless of the user's locale.
            1. From the App Launcher, find and select Unified Catalog.
            2. Click Templates to view the list of available items.
            3. Search for and select one of the templates for IT services, such as Request New Laptop.
            4. Review the template details to understand the scope and automation requirements.
              • Overview and Usage Guide: Explains the business case and how employees interact with the request.
              • What’s Included: Lists the preconfigured items for the service process.
              • Process Flow: Visualizes the entire path of the service process from submission to fulfillment.
            5. Click Install.
              The template installs immediately.
            6. Note
              Note Templates rely on specific data mappings between the data model, attributes, and flows. If you modify the data model or customize attributes, you must manually update the downstream intake flows and fulfillment flows to align with the changes. Inconsistent mappings break the request process and prevent records from getting created or updated correctly.
              On the service process page, review and customize the prebuilt components.
              • Data Model: Review the target data model used to store request data.
              • Attributes: Add, modify, or delete the specific data points captured during the process.
              • Intake and Fulfillment Flows: Open the flows in Flow Builder to review or modify the conversational logic, add validation rules, or change fulfillment steps.
            7. Intake or fulfillment flows that require a third-party connection have errors until you configure the connections.
              1. Click Open Editor on the intake or fulfillment flow tab.
                The flow opens in the Flow Builder.
              2. Select the action element for the connector to configure the connector.
                For example, in the Fulfill Modify Virtual Machine Request Fulfillment flow for the Modify Virtual Machine template, select the Update Virtual Machine action.
              3. Create a new connection or select an existing connection.
              4. In Set Input Values for the Selected Action, complete any required fields for the selected connector action.
                For example, for the Virtual Machines Update action for Microsoft Azure connector, you must enter Subscription ID and Resource Group Name.
              5. Repeat the steps for each connector action element in the flow.
              6. Save, test, debug, and activate the flow.
            8. When you're satisfied with the complete service process configuration, click Activate.

            After activation, the service process is functional but not yet visible to users. To make it available to employees, add the service process to a catalog and make sure the catalog is associated with your employee portal.

            To allow the IT Service Employee agent to assist users with service catalog items, add agent topics for catalog items.

             
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