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Integrating AI into Your Service Catalog (Beta)

Drive self-serve case deflection in your Service Catalog site with Agent, your AI assistant for Service Catalog. Through a conversational interface, Agent uses an LLM to identify and execute relevant actions to resolve customer contact reasons without customers navigating your catalog or contacting support.

Note
Note This feature is a Beta Service. Customer may opt to try such Beta Service in its sole discretion. Any use of the Beta Service is subject to the applicable Beta Services Terms provided at Agreements and Terms.

Agent actions are specific tasks that Agent completes. In Service Catalog, if a customer asks for help updating their phone number or email, Agent initiates an action for each service and either opens a catalog item request for the customer or provides them a link to the catalog item in your site. To learn more about how Agent works, review Agentforce Agents and Agent Actions.

Integrating Agent in Service Catalog requires several tasks in Setup. To get you started with Agent, we’ve provided you with three actions and catalog items. Before you can set up Agent in Service Catalog, you must:

  • Have the required Service Catalog and Agent permissions and licensing.
  • Build a Service Catalog that contains at least one active catalog category, catalog item, and catalog fulfillment.

To complete these prerequisites, see the Service Catalog and Service Catalog site setup documentation. To get started with your Service Catalog site setup, review the setup map for an overview of tasks and information.

Agent in Service Catalog learning map

Start Here

Get Oriented

Understand the basic features and necessary permissions.

Service Catalog in Agent (Beta)

Permissions and Licensing (Beta)

Develop

Learn the Foundations

Familiarize yourself with Service Catalog actions, Agent output types, and their relation to catalog items.

How Service Catalog Works in Agent (Beta)

Service Catalog Action Reference (Beta)

Build End

Setup Agent in Service Catalog

Take the necessary steps in Setup to launch Agent in your Service Catalog.

Access the Sample Catalog Items (Beta)

Set Up Standard Service Catalog Actions (Beta)

Set Up Custom Service Catalog Actions (Beta)

Limitations

Service Catalog Agent actions are available for setup and use in the Agent Actions Setup page. Setup of Agent in your self-service site isn’t available.