---
schema_version: "1"
id: 7e37b835c291ba7cb75fb5ea8340427f2cc92877d5eba30c6fb8d5eeab98a30f
title: Self-Service
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_it_service_selfservice.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_selfservice.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 40a71d0447f849dded8806419b4972cb6fc2f63c8d6dcababf6d9eb4813b698b
description: Transform how employees interact with IT by providing an AI-driven self-service portal that unifies the service catalog, enterprise knowledge, and asset management. Streamline AI access through the new licenses and consolidate employee identity with the Unified Employee migration tool.
products:
  - Cross Cloud
release: "262"
---
# Self-Service

Transform how employees interact with IT by providing an AI-driven self-service portal that unifies the service catalog, enterprise knowledge, and asset management. Streamline AI access through the new licenses and consolidate employee identity with the Unified Employee migration tool.

- **[Control Access to AI Capabilities in the Agentforce Employee Portal](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_agentforce_employee_portal_ai_licenses.htm&release=262.0.0&type=5)**  
    Restrict AI capabilities to authorized users. The Dynamic Question and Answer and Knowledge Summary features in the Agentforce Employee Portal now require an AI add-on license. To ensure security, these components appear only for users with the required permission.
- **[Accelerate Your Transition to Unified Employee Licensing with Bulk Migration](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_uel_migration.htm&release=262.0.0&type=5)**  
    Transition your existing employee users from Customer Community Plus (CCP) licenses to the Unified Employee License (UEL) at scale. Use the bulk migration tool to move all your employees in one operation instead of updating them individually while preserving existing user IDs and record ownership. Perform mandatory pre-migration validations, map existing CCP profiles to new Unified Employee profiles, and track progress through status reports. Note that this change is permanent, and once the migration process begins, you can no longer create new users with CCP profiles.
- **[Personalize the Portal with Customizable Ticket Detail Pages](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_customize_ticket_detail_pages.htm&release=262.0.0&type=5)**  
    Replace predefined portal layouts with fully customizable page layouts to meet specific department needs. Rapidly deploy new record types for tickets, such as IT incidents or HR onboarding requests, without writing custom code or requiring engineering bandwidth. Specify exactly which fields appear in the Details panel based on the object. The interface dynamically assigns the correct layout based on the user profile and the specific record type to guarantee a highly contextual experience for your employees.
- **[Centralize Compliance Tasks in the Employee Portal](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_cmpl_employee_portal.htm&release=262.0.0&type=5)**  
    Provide your employees with a seamless way to manage all their compliance responsibilities from a single place. Employees can easily search for active policies, complete required acknowledgments, and fulfill evidence requests directly from the self-service portal. Ensure your employees always access the most current standards because the self-service portal automatically publishes active policies in real-time. Provide your compliance teams with high visibility into policy adherence and evidence request fulfillment.
- **[Associate External Articles and View Suggestions on Incidents](https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_enterprise_knowledge.htm&release=262.0.0&type=5)**  
    IT service reps can find and link knowledge from external systems directly to incidents by using Enterprise Knowledge, powered by Data 360. Create a comprehensive knowledge base for your IT service desk by using both Salesforce native and external knowledge. View these associations in a related list on the Incident record to minimize context switching and help resolve IT issues with greater accuracy. To further accelerate resolution, the app automatically surfaces suggested articles based on the incident details.