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            Set Up Request Management for IT Services

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            1. Salesforce Help
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            3. Agentforce IT Service

            Set Up Request Management for IT Services

            Set up efficient request management for your company by configuring appropriate access and deploying catalog item templates that include prestructured attributes, intake flows, and automated fulfillment flows. Service designers can install and activate these templates to provide employees with standardized, auditable workflows for essential IT and facilities services.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            • Request Management Permissions for IT Services
              To set up, manage, fulfill and request IT service requests, admins, support reps, and users need specific permission sets and user permissions. With these permissions, users can access the Unified Catalog, install templates, and configure third-party integrations.
            • 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.
             
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            Salesforce Help | Article