Catalyst skills - Serval Documentation

Catalyst skills provide a way to teach Catalyst about how to build your workflows and common automations.

To create a skill, do the following:

Catalyst skills vs Help Desk skills

Catalyst skills are distinct from Help Desk skills. The two are compared in the table below.

	Help Desk skills	Catalyst skills
How Serval uses them	The help desk agent handling employee requests	Catalyst when building automations
Where to manage them	Skills → Help Desk Skills tab	Skills → Catalyst Skills tab
Purpose	How the agent behaves when handling requests: tone, procedures, when to run workflows	Reusable context and instructions for Catalyst: team conventions, naming, deployment patterns
Visible to end users	Indirectly, through agent responses	No: builders only

For more information, see Help Desk skills.

Help Desk skill: “When someone asks for laptop replacement, gather the reason, run the laptop-request workflow, and set expectations on turnaround time.”
Catalyst skill: “Our team prefix is ENG. Always use installable workflows for Okta group changes when one exists.”

Build automations in the Catalyst chat

Instructions for the help desk agent on end-user requests