---
schema_version: "1"
id: b2371826181f7a93649babb87eeab72a53ad42ec624a88f9426a5ba140aa1c78
title: Catalog Admin Publishes a Service Catalog
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_use_case_publish_service_catalog.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_case_publish_service_catalog.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 53aaef1ef663d439edc39c39c8a743040d3d7dc1ab70798a71eb68f27ed19ae7
description: Help a catalog admin turn approved IT offerings into an organized, discoverable catalog that employees can use to submit complete and fulfillable requests.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Catalog Admin Publishes a Service Catalog

Help a catalog admin turn approved IT offerings into an organized, discoverable catalog that employees can use to submit complete and fulfillable requests.

## Use Case at a Glance

**Persona:** A catalog admin responsible for organizing, governing, and releasing IT service offerings

**Job to be done:** Publish a focused set of service processes so eligible employees can find, request, and track the right IT services

**Starting point:** Unified Catalog is available, and the company has approved service offerings, owners, intake requirements, fulfillment plans, and employee access

**Successful outcome:** Employees can find the intended offerings in the correct categories, submit valid requests, and receive trackable records that reach the responsible fulfillment team.

Use this scenario to decide whether a catalog release is ready for employees. See the linked Help topics for procedures to assign access, create service processes, configure forms and fulfillment, build catalogs, and configure portal components.

## Define a Focused Catalog Release

Start with one employee need or one related group of offerings. Examples include hardware requests, software access, account support, or workplace services. A focused release makes naming, findability, eligibility, request quality, and fulfillment easier to validate before expansion.

  
| Release Decision | Catalog Admin Question | Evidence of Readiness |
| --- | --- | --- |
| Audience | Which employees require each offering? | Eligibility and permissions match the intended audience. |
| Findability | What words and categories do employees use to find it? | Names, descriptions, categories, and search terms are clear. |
| Intake | What information does fulfillment require? | The intake form collects required data without unnecessary questions. |
| Record outcome | Which record represents the submitted request? | The target data model creates a Case, Incident, or Service Request as designed. |
| Fulfillment | Who or what completes the request? | Manual routing, automation, approvals, and integrations have accountable owners. |
| Success measure | What proves that the release works? | Findability, completion, routing, and fulfillment have acceptance criteria. |

Unified Catalog centralizes IT products and services and gives employees one organized view of available offerings. For the product model and intended outcome, see [Unified Catalog for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_unified_catalog_parent.htm&release=264.0.0&type=5 "Standardize IT service delivery by using the Unified Catalog and bring all IT-related products and services into a single, organized view. Simplify access for employees, ensure consistency in service delivery, and streamline backend fulfillment processes. As a single source of truth for all IT offerings, the catalog helps organizations manage their service portfolio more efficiently.") and [Key Components of the Unified Catalog for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_unified_catalog_components.htm&release=264.0.0&type=5 "The Unified Catalog is a framework for defining, managing, and deploying reusable service processes and products. Use the catalog to build a structured service delivery system by configuring its core components.").

## Prepare Each Service Process

Choose an IT service template when its data model, intake form, and fulfillment logic fit the offering. Create a service process when the offering requires a different design. Templates reduce setup work, but the catalog admin still reviews the installed components, connections, mappings, and employee experience.

For each service process, confirm its target data model, attributes, intake form, fulfillment approach, associated knowledge, eligibility rules, and integrations. Test the complete request path with representative inputs and failure conditions. When an offering uses a third-party connection, verify the connection and every dependent flow before release.

Activate the service process only after its configuration passes the release criteria. Activation makes the service process functional, but activation alone doesn't make it visible to employees. For the canonical template and activation workflow, see [Install and Activate Service Catalog Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_install.htm&release=264.0.0&type=5 "Deploy an IT service template from the Unified Catalog to create and activate a service process for your employees. After installation, you can review the intake forms, configure fulfillment flows, and add the process to a catalog visible on the employee portal."). For the complete setup sequence, see [Set Up Unified Catalog for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_configure_unified_catalog.htm&release=264.0.0&type=5 "Review the steps to set up and configure the Unified Catalog so that you can define the service processes correctly and provide users with the necessary access. Use the Unified Catalog app to create products, services, and catalogs.").

## Organize Offerings for Discovery

Create a Service Process catalog with effective dates and categories that reflect employee intent rather than internal team structure. Keep category names distinct, place each offering where employees expect it, and avoid publishing near-duplicate service processes. Use search and knowledge associations to support employees who don't begin from a category.

Add only reviewed service processes to the release. An active service process can coexist with a draft version in the catalog workspace, so confirm the status of each associated item. Verify eligibility from the employee perspective because catalog membership doesn't override audience restrictions or missing permissions.

For the canonical catalog-building procedure, see [Create a Catalog](https://help.salesforce.com/s/articleView?id=ind.product_catalog_create_a_catalog.htm&type=5&language=en_US). For employee discovery through categories, search, knowledge articles, and intake forms, see [Use the IT Service Catalog as an Employee](https://help.salesforce.com/s/articleView?id=service.it_srvcs_unified_catalog_employee_use.htm&release=264.0.0&type=5 "As an employee, use the catalog through various channels to find, initiate, and track all IT-related service requests. You can make service requests through multiple channels, including the Agentforce Employee Portal, Microsoft Teams, or by conversing with an Agentforce agent in the Employee Services Slack app.").

## Publish to the Employee Channel

Associate the intended catalog with the Unified Catalog component on the Employee Services portal. If the component doesn't specify a catalog record, the portal can show all active service processes in the org. Use an explicit catalog association when the release requires controlled scope.

Publish the portal changes after the catalog, service processes, permissions, and component configuration pass validation. Treat portal publication and service-process activation as separate controls. The first releases the site configuration, and the second controls whether a service process is functional.

For the canonical portal configuration and publication steps, see [Set Up Service Catalog for the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_catalog.htm&release=264.0.0&type=5 "The Employee Services portal ships with a Service Catalog page on both the Agentic Center and Agentforce Employee Center templates. Configure the Unified Catalog component on the page to show your IT service offerings to employees."). Keep Microsoft Teams, Slack, and Agentforce channel setup in their linked Help topics rather than repeating those procedures here.

## Validate the Employee-to-Fulfillment Journey

Test as an eligible employee and as a user outside the intended audience. Confirm that the offering appears only for the correct users, can be found through expected categories or search terms, and provides enough context to choose it confidently.

Submit a controlled test request. Verify that the intake form collects the required information, creates the intended record type, routes to the correct owner or automation, and provides a status that the employee can track. Confirm that unsuccessful integrations or incomplete inputs produce a recoverable path rather than an abandoned request.

The adoption milestone is a successful employee request that reaches fulfillment with usable data. A catalog with many active offerings but poor findability, incomplete intake, or broken routing isn't ready for broad adoption.

## Govern the Published Catalog

Assign an owner and review interval to each offering. Monitor search gaps, abandoned intake forms, request volume, routing corrections, fulfillment failures, completion time, and employee feedback. Revise descriptions, categories, eligibility, forms, or automation when the evidence shows friction.

Remove obsolete or duplicate offerings from employee channels without erasing the history of completed requests. Coordinate catalog changes with service owners and fulfillment teams so that employees don't discover offerings that the company no longer supports.

## Confirm That Catalog Publishing Is Ready

Before using this journey as an adoption test, confirm the required Unified Catalog licenses and role-based permission sets. Catalog admins require access to manage the catalog and its underlying metadata. Employees and support reps require the matching runtime access. See [Request Management Permissions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_prmsn_licenses.htm&release=264.0.0&type=5 "To set up, manage, fulfill and request IT service requests, admins, support reps, and users need specific permission sets and user permissions. With these permissions, users can access the Unified Catalog, install templates, and configure third-party integrations.").