Replace cases with service requests to streamline your core hardware lifecycle workflows. Employees can initiate requests through multiple self-service channels, including the Agentforce Employee Portal, Slack, and Microsoft Teams. To accelerate hardware delivery and reclamation, IT fulfillers can use automated routing rules, service catalog templates, and multi-location sourcing.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with Agentforce IT Service.
Why: Service requests integrate with the Unified Service Catalog to provide structured intake flows and automated fulfillment by using third-party connectors. For physical hardware requests, the system dynamically generates fulfillment and return orders. Additionally, IT fulfillers can use the Action Launcher to convert existing incidents into service requests.
How: To route incoming requests to the correct IT fulfillers, set up Service Request Routing Rules in Setup. To standardize request intake, install preconfigured Service Catalog Templates.