---
schema_version: "1"
id: 8572291ea9b1da3df32439d0bcbc1590c57d05bb37399eba309339923ab3fa0d
title: Optimize IT Hardware Lifecycles with Service Requests
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_it_service_service_requests.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_service_requests.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 452a0ae7e3923263b526a5a402ab8a598ffdeec35c8f2b54c1d8a4e40175f428
description: 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.
products:
  - Cross Cloud
release: "262"
---
# Optimize IT Hardware Lifecycles with Service Requests

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.