--- schema_version: "1" id: c9a22bd1983338ec7cb0144a0eb2712dcdf20e9214cc2bd527e0e9ce77f74441 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_self_service.md canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_self_service.htm&release=262.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 0002b50ff157c16053e967955da16f90e1d12c76409bacdb8e5f483020f04cfd description: Configure Agentforce Orchestrator to route your Experience Cloud site conversations to the right AI agents and workflows. Deliver a unified Concierge experience with an intelligent prompt bar, suggestion themes, a persistent sidebar, and a dedicated homepage that combines AI-assisted components in one interface. Guide users to resolve requests with dynamic content tiles and contextual AI assistance on record pages. Personalize interactions for authenticated users based on their engagement data, and track site activity with Self-Service Analytics to measure effectiveness and improve AI recommendations. products: - Cross Cloud release: "262" --- # Self Service Configure Agentforce Orchestrator to route your Experience Cloud site conversations to the right AI agents and workflows. Deliver a unified Concierge experience with an intelligent prompt bar, suggestion themes, a persistent sidebar, and a dedicated homepage that combines AI-assisted components in one interface. Guide users to resolve requests with dynamic content tiles and contextual AI assistance on record pages. Personalize interactions for authenticated users based on their engagement data, and track site activity with Self-Service Analytics to measure effectiveness and improve AI recommendations. - **[Bill Self-Service Help Agent Usage by Resolution](https://help.salesforce.com/s/articleView?id=release-notes.rn_bill_self_service_help_agent_usage_by_resolution.htm&release=262.0.0&type=5)** Help Agent now supports resolution-based billing, where your customers are charged per successfully resolved guest user interaction instead of per Agentforce action. A resolution is counted when the conversation ends without escalation to a human agent, and the charge for that resolution is deducted from the customer's Digital Wallet balance. This outcome-based model aligns cost with actual value delivered, making Self-Service deployments more predictable and cost-effective. - **[Configure Agentforce Orchestrator for Your Experience Cloud Site Interactions](https://help.salesforce.com/s/articleView?id=release-notes.rn_configure_agentforce_orchestrator_for_your_experience_cloud_site_interactions.htm&release=262.0.0&type=5)** Configure Agentforce Orchestrator to route interactions from your Experience Cloud site to the correct AI agents and service workflows. Define agent assignments, personalization signals, and routing configurations that support AI-driven self-service experiences on your site. - **[Route Experience Cloud Site Conversations to Agentforce Orchestrator with Omni-Channel](https://help.salesforce.com/s/articleView?id=release-notes.rn_route_experience_cloud_site_conversations_to_agentforce_orchestrator_with_omni_channel.htm&release=262.0.0&type=5)** Use Omni-Channel Messaging Settings to associate your Experience Cloud site with an Agentforce Orchestrator configuration. Connect site conversations to the appropriate AI agents, personalization signals, and backend workflows without custom development. - **[Deliver Personalized Recommendations to Your Experience Cloud Site Users](https://help.salesforce.com/s/articleView?id=release-notes.rn_deliver_personalized_recommendations_to_your_experience_cloud_site_users.htm&release=262.0.0&type=5)** Deliver personalized greetings, prompt suggestions, and recommendations to authenticated users. The recommendations are based on engagement data that Data 360 captures from your Experience Cloud site. - **[Guide Your Users with an Intelligent Prompt Bar on Experience Cloud Site](https://help.salesforce.com/s/articleView?id=release-notes.rn_guide_your_users_with_an_intelligent_prompt_bar_on_experience_cloud_site.htm&release=262.0.0&type=5)** Provide a unified input field on your Experience Cloud site where users can search for information, start conversations, or trigger automated actions. The prompt bar interprets user intent and returns answers, actions, or conversations within the same interface. - **[Surface Prompt Suggestions on Your Experience Cloud Site with Suggestion Themes](https://help.salesforce.com/s/articleView?id=release-notes.rn_surface_prompt_suggestions_on_your_experience_cloud_site_with_suggestion_themes.htm&release=262.0.0&type=5)** Show prompt suggestions on your Experience Cloud site by using suggestion themes. Users can select a suggestion to start a request or retrieve information. - **[Help Users Navigate Your Experience Cloud Site with the Concierge Sidebar](https://help.salesforce.com/s/articleView?id=release-notes.rn_help_users_navigate_your_experience_cloud_site_with_the_concierge_sidebar.htm&release=262.0.0&type=5)** Provide a persistent navigation panel on your Experience Cloud site that combines traditional site navigation with recommended actions and chat resources. - **[Launch the Concierge Home Experience on Your Experience Cloud Site](https://help.salesforce.com/s/articleView?id=release-notes.rn_launch_the_concierge_home_experience_on_your_experience_cloud_site.htm&release=262.0.0&type=5)** Provide a dedicated homepage that combines the prompt bar, suggestions, and navigation components in a unified AI-assisted interface. - **[Provide AI Assistance on Experience Cloud Site Record Pages](https://help.salesforce.com/s/articleView?id=release-notes.rn_provide_ai_assistance_on_experience_cloud_site_record_pages.htm&release=262.0.0&type=5)** Show contextual AI recommendations and actions directly on record detail pages, such as cases, orders, or bookings. - **[Resume Conversations with Chat History on Experience Cloud Site](https://help.salesforce.com/s/articleView?id=release-notes.rn_resume_conversations_with_chat_history_on_experience_cloud_site.htm&release=262.0.0&type=5)** You can view and resume previous conversations with the AI concierge across sessions and devices. Each interaction is stored as a conversation thread linked to the user's account, capturing messages, timestamps, and completed tile actions. - **[Track User Engagement on Experience Cloud Site with Self-Service Analytics](https://help.salesforce.com/s/articleView?id=release-notes.rn_track_user_engagement_on_experience_cloud_site_with_self_service_analytics.htm&release=262.0.0&type=5)** Capture analytics on interactions across your Experience Cloud site to measure engagement and improve AI recommendations. - **[Review Tasks and Approvals from an Experience Cloud Site](https://help.salesforce.com/s/articleView?id=release-notes.rn_review_tasks_and_approvals_from_an_experience_cloud_site.htm&release=262.0.0&type=5)** Provide a unified interface for employees and managers to review tasks, approvals, and required actions. - **[Configure Actions and Agents for Agentic Search on Your Experience Cloud Site](https://help.salesforce.com/s/articleView?id=release-notes.rn_configure_actions_and_agents_for_agentic_search_on_your_experience_cloud_site.htm&release=262.0.0&type=5)** Define which agents handle search topics and which actions users can complete directly from search results on your Experience Cloud site. - **[Insert Enterprise Knowledge Article URLs into Case Emails (Beta)](https://help.salesforce.com/s/articleView?id=release-notes.rn_insert_enterprise_knowledge_article_urls_into_case_emails_beta.htm&release=262.0.0&type=5)** Control how knowledge article links in case email replies open by directing customers to articles within your Experience Cloud site.