A few ideas for the service catalog.

I would split this into different ideas instead of dot pointing them but all are very good ideas. 

One things we do is create a solution article for every Service Catalog item that is published to the portal and then add that link to the form so that customers can click it and find out more information about how to submit. It also means that if they aren’t sure which form to submit they can then search the solution articles and you can do the opposite where you add the form link to the article. 

I do agree that we should be able to turn the popular items off or on and be able to choose what shows first. Whether it is a description of what is available, popular items OR show all catalog items by default. 

You can also try using this (obviously try in sandbox first). We have this to wrap the text in the Service Catalog Items and Solution Articles Text Title and Short Description:

 

/* Catalog Items Title Wrap */
#catalog-list-page #catalog-list-container #catalog-list-items #list-items .catalog-item .catalog-item-info .item-name {
  white-space: normal !important;
  overflow: visible !important;
  word-break: break-word;
  display: inline-block; /* Enables vertical-align to work */
  vertical-align: top; /* Aligns to the top of the line/tallest element */
} 

/* Catalog Items Short Description Wrap */
#catalog-list-page #catalog-list-container #catalog-list-items #list-items .catalog-item .catalog-item-info .item-short-description {
  white-space: normal !important;
  overflow: visible !important;
  text-overflow: unset !important;
  word-break: break-word;
  display: block; /* Enables vertical-align to work */
  vertical-align: bottom; /* Aligns to the top of the line/tallest element */
}

/* Solution Articles Title Wrap */
.solutions-content-title {
  white-space: normal !important;
  overflow: visible !important;
  word-break: break-word;
  display: inline-block; /* Enables vertical-align to work */
  vertical-align: top; /* Aligns to the top of the line/tallest element */
}

/* Solution Articles Short Description Wrap */
.solutions-content-description {
  white-space: normal !important;
  overflow: visible !important;
  text-overflow: unset !important;
  word-break: break-word;
  display: block; /* Enables vertical-align to work */
  vertical-align: bottom; /* Aligns to the top of the line/tallest element */
}

Hi Rich,

You’ve shared some excellent suggestions here, especially around improving the Service Catalog user experience.

I completely agree that having the description field opened by default would reduce confusion. When important information — especially visual guidance — is placed there, users may overlook it if it’s collapsed. Small UX adjustments like that can significantly improve clarity and reduce unnecessary support requests.

The ability to add images directly into content fields would also be a major upgrade. Visual instructions are essential for explaining processes clearly. In our business at Moe’s Cash for Junk Cars, we’ve learned that clear step-by-step guidance (with visuals) dramatically reduces misunderstandings and speeds up service completion — whether it’s scheduling pickup, submitting vehicle details, or understanding documentation requirements. Strong visual communication always improves customer experience.

The service catalog layout limitation is another valid point. A two-column listing option would help prevent text truncation and allow clearer service titles. Sometimes shortening descriptions just to fit UI constraints can reduce clarity, which defeats the purpose of a well-structured catalog.

As for the “Popular Items” section, having the option to disable or customize it makes sense. Some organizations prefer users to explore the full catalog rather than focusing only on frequently requested services. Customization always enhances usability.

Ultimately, improvements in layout flexibility, image support, and display options help businesses operate more efficiently. Whether it’s IT service management or industries like junk yard operations, junk car removal, and cash for junk cars, optimizing how services are presented directly impacts user satisfaction and operational flow.

Appreciate you bringing these ideas forward — they’re practical suggestions that could benefit many admins.

I agree that keeping the description field open by default would help users avoid missing important details.
Adding image support inside content fields would also make instructions much clearer and easier to follow.
At A&B’s Cash For Junk Cars Detroit, clear step-by-step guidance always improves customer experience.
A two-column catalog layout would prevent text from being cut off and improve readability.

Having the option to customize or disable the “Popular Items” section would give businesses more flexibility.
These improvements would make service presentation smoother and more user-friendly overall.