Build a seamless Self-Service experience by embedding automated actions, powered by the Unified Catalog and Flow, directly into your Experience Cloud knowledge articles. This guide walks you through the entire setup process.
Required Editions
| Available in: Salesforce Classic and Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions |
| Available in: Aura and LWR Experience Cloud Sites |
| User Permissions Needed | |
|---|---|
| To open, edit, create, activate or deactivate a flow using all flow types, elements, and features available in Flow Builder, including Einstein for Flow: | Manage Flow |
| To customize or publish an Experience Cloud site: | Create and Set Up Experiences AND View Setup and Configuration AND be a member of the site OR View Setup and Configuration AND be a member of the site AND have appropriate role-based site access |
Before you begin,
- Make sure that Salesforce Knowledge is enabled and configured in your org.
- From Setup, find and enable Context Service Settings.
The setup involves four main stages. Complete each stage using the detailed task guides linked below.
- Create and Configure the Unified Catalog Service.
- Build the Intake Form.
- Build the Backend Automation.
- Connect and Deploy the Service to a Knowledge Article.
- Create and Configure the Unified Catalog Service
This task guides you through creating the service that will act as the container for your automation. - Build the Intake Form
This task guides you through building the user-facing form for your service. - Build the Backend Automation
This task guides you through building the automated process that runs after the user submits the form. This flow uses the submitted data to perform actions. - Connect and Deploy the Service to a Knowledge Article
This final task connects all the pieces and makes the service visible to your Experience Cloud site.