Service Catalogue Strategy
Service Catalogue Setup: Choose Your Path
Four setup paths for the client portal service catalogue, with the effort, benefits and suitable teams for each. Start here if you aren't sure where to begin.
Why a Small Service Catalogue Works Better
Real ticket data showing how contacts use the portal, and why fewer, well-chosen service types lead to more successful requests.
Service Groups Explained: Controlling What Contacts See
How service groups are assigned at global, company and contact level, and where contact groups and the obsolete filter fit in.
Quick Setup: Service Groups for Teams With Limited Time
Two low-effort ways to set up the catalogue: one group for everyone, or one group per company with manager-level changes.
Advanced Catalogue Model: Proactive, Reactive and Automated
How a small catalogue, AI-attached forms and automatic categorisation work together, including the setup effort and costs.
Build a Small, High-Value Service Catalogue
How to choose 5 to 10 service types, decide when a form is needed, merge near-duplicates and remove unused fields.
Capture Requests the Catalogue Misses With Inline Forms
How to find frequent tickets that do not use the portal, tag rarely used forms, and let AI attach the right form after ticket creation.
Use AI Categorisation Instead of Setup-Only Service Types
How to retire service types that only set status, priority or queue, and what changes in routing when you do.
Monthly Service Catalogue Review Checklist
A short routine for customer success to review form usage, portal and email volume, duplicates and unused fields.
Automate Service Group Creation for Each Contact or Account
How to use tags and automation to create and assign service groups automatically, and the maintenance cost of this approach.
Contact Groups: Shared Tickets for Teams
What contact groups are, why the portal asks "for me or for a group", and why they should not be used to add service types to individuals.
