Review the various third-party integrations and templates available for service delivery for IT, facilities, and other internal departments.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
Fulfillers and employees can also post ticket comments on a service request to record deliberate updates in a dedicated thread, separate from system-generated feed activity. The steps are the same as for incidents. See Add Ticket Comments to an Incident.
- IT Service Connector Library
Review the connectors available for IT Request Management to understand which triggers and actions they support. - IT Service Catalog Library
Explore the available service templates to build a catalog of IT offerings for your employees. The library provides templates with preconfigured attributes and intake flows for common areas, such as hardware, software, and facilities. Several templates also include automated fulfillment flows that you can customize to meet your company's specific requirements. - Request Management in an IT Services Company
Jane, a software engineer, is an employee at Cumulus Bank who uses the employee portal and Slack to get service delivery from her company. This example follows Jane as she uses different service delivery paths to reserve a conference room and upgrade her virtual machine.