Deploy service catalog items that use direct API integration with external systems, dramatically reducing complex configuration. Eliminate manual error in data collection with enhanced intake flows that use external connectors to query third-party data, such as a list of available software. Reduce help desk workload and eliminate user wait times by automating high-frequency requests, such as account unlocking and secure access provisioning, with fulfillment flows.
Where: This change applies to Lightning Experience in Unlimited, Enterprise, and Performance editions with Agentforce IT Service and Unified Catalog. Requires the MuleSoft for Flow: Integrations add-on license, which is available in multiple offerings. Connections can be edited or deleted only in the Automation Lightning app.
Who: To create, view, edit, and delete connections, users need the Manage Integrations Connections permission.
Why: Templates integrated with connector APIs and actions drastically cut the time IT and security teams spend on service requests. Automatically fulfill requests for provisioning and modifying virtual machines with Microsoft Azure connector. Complete user requests for unlocking accounts, resetting multi-factor authentication, or requesting new software access with Okta. Automate high-frequency requests, such as resetting account passwords, new email accounts, or requesting access to a shared mailbox with Microsoft Entra ID connector. Immediately create spaces for collaboration with Slack integration.
How: Configure a third-party connection and use it while installing the template.