Get to Know Service Catalog
Learning Objectives
After completing this unit, you’ll be able to:
- Explain Service Catalog.
- List the benefits of using Service Catalog.
What Is Service Catalog?
Service Catalog is a collection of services that are available in Service Cloud. With Service Catalog, your clients can request services that they need from your business, and then your organization has the ability to review, approve, and document those requests.
With Service Catalog, you can:
- Create workflows to fulfill requests from customers.
- Create catalog items, based on automations, with a description, picture, user inputs, and more.
- Organize your catalog items under categories and subcategories.
- Expose your service catalog to end customers in Experience Cloud Builder using our Lightning Web Components CRM.
Enhance Self-Service with Service Catalog
In Service Catalog, automated workflows streamline common service requests. Admins use the Self-Service portal to automate time-consuming processes, significantly reducing IT dependency. This portal is powered by automated workflows and exposed to customers through a cloud-based experience management system.
A seamless customer self-help experience increases case deflection and improves customer satisfaction.
What Are Catalog Categories?
In Service Catalog, catalog categories represent groups of catalog items. Catalog items can be grouped under a primary category. For instance, if the category is Account Management, catalog items would include changing a billing address, adding or removing a credit card, adding a new service, getting a price request, viewing a bill, and so on.
Streamline Common Support Requests with Point-and-Click Ease
When customers need assistance, your catalog items are there to guide them. Selecting a catalog item and answering a few simple, customizable questions can either begin the process of resolving the issues your customer faces, or give them the information they need to self-serve.
For your business, when a customer clicks a catalog item, a catalog request is created. This request helps you follow the status of an individual customer case and track which catalog items your customers utilize the most.
Service Catalog Benefits
Use Service Catalog to automate the process of converting requests into approved and documented orders. The software is applicable to a broad range of industries.
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Financial Services |
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Manufacturing |
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Comms & Media |
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High-Tech |
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Healthcare Life Sciences |
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Service Catalog helps your business take control of orders, rapidly assist customers, and collect information about which products and services customers use the most. Automating self-service requests for your company’s products and services also empowers customers and improves customer satisfaction, providing a great customer experience.