Expedite fulfillment times for high-volume requests like password resets by using dedicated tracking and tailored workflows. Transfer complex Service Process packages, including all rules and flows, reliably between different orgs without manual fixes. Capture the most current and relevant inputs by directly updating service record attributes within the service design process. Control Service Process availability by using complex qualification logic that designers can easily build and deploy. Optimize your Service Process creation with improved attribute organization, support for more data types, and clearer display of record information. Equip service reps and internal request fulfillers to validate product eligibility for customers and employees by using the Check Product Eligibility Agentforce action.
- Build Tailored Workflows for Standardized Service Requests
Reduce turnaround times for transactional service requests like new software installations and hardware upgrade requests. Use service requests to manage and track all your high-volume, one-time fulfillment tasks. Anchor your request workflows on the Service Request object with specialized Service Level Agreements (SLAs) to give request fulfillers dedicated insight into fulfillment metrics and the request backlog. Provide request-specific tasks to expedite processing. Empower requestors to self-serve their needs with workflows designed for requests that don't require manual intervention. - Enhance Service Process Portability by Using Guided Template Deployment
Export and import a complete service process package—including intake forms, flows, eligibility rules, and agent actions—across Salesforce orgs. The deployment wizard guides you through the necessary configurations, which ensures reliability and eliminates manual post-deployment tasks. Use the out-of-the-box templates to recreate service processes that were previously defined in the Service Catalog app. Unified Catalog doesn’t support the migration of those specific Service Catalog-created processes. - Control Service Object Updates Directly in Service Design
Service designers can now directly create, view, and select attributes from the service object, then add them as Service Process Attributes. This process eliminates the need to rely on system admins for context definition and mapping. You can specify default values or make these fields available for user entry, ensuring your primary record captures the relevant, up-to-date inputs. - Design Flexible Eligibility Rules with Granular Logic Control
Empower your designers to create and manage eligibility rules without technical help, speeding up decision-making and providing only relevant service processes. The intuitive, modular UI guides you through defining complex qualification and disqualification logic across all your service offerings. Designers can now implement flexible conditions at the rule level, giving you control over the logic, freeing you from the limitations of a rigid structure. - Verify Product Eligibility on Behalf of Customers and Employees
Empower service reps and internal request fulfillers to check whether customers and employees are eligible for a product. Add the Check Product Eligibility Agentforce action to assisted service processes to accelerate fulfillment by offloading entitlement validations to AI agents. - Other Enhancements to Unified Catalog
Learn about the other attributes enhancements that optimize the service process creation experience in Unified Catalog. - New Connect REST APIs in Unified Catalog
Learn more about the new resources available with Unified Catalog.