Agentforce IT Service AI actions consume credits based on assigned permissions, execution context, and action type. Eligible actions running in a user context are unmetered through assigned permission set licenses. Actions running in a system context, including proactive assistant actions, are non-billable and automatically excluded from metering.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
This table describes how Agentforce IT Service usage is metered.
| IT Service Usage | Execution Context | Required permission | Metering Type |
|---|---|---|---|
| Eligible out-of-the-box IT Service actions for AI Agent for Employees. See IT Service agent actions. | User | The user has the Unmetered AI Usage for Employees permissions. | Unmetered |
| Eligible action cloned from an out-of-the-box IT Service actions for AI Agent for Employees | User | The user has the Unmetered AI Usage for Employees permissions. | Unmetered |
| Eligible out-of-the-box IT Service actions for Agentforce IT Service Desk | User | The user has the Unmetered Base AI Usage for Service Desk permissions. | Unmetered |
| Eligible action cloned from an out-of-the-box actions for Agentforce IT Service Desk | User | The user has the Unmetered Base AI Usage for Service Desk permissions. | Unmetered |
| Eligible IT service action or AI feature | System | The action or feature is included with Agentforce IT Service. | Non-Billable |
| New custom action | User | The action wasn’t cloned from an out-of-the-box IT Service action. | Metered |
| Out-of-the-box action covered by the global unmetering license for Agentforce for Service or Agentforce IT Service | User | The user has the global unmetering permission set license used by Agentforce for Service. | Unmetered |
Unmetered User-Context Actions
An Agentforce IT Service action that runs in a user context is unmetered when all these conditions are met:
- The user has an eligible Agentforce IT Service product.
- The user has the unmetered usage permissions assigned to them.
- The action is an out-of-the-box IT service action or a cloned version of one.
For example, eligible users can perform these activities with out-of-the-box IT service actions without consuming AI credits:
- Ask questions using the Answer Questions with Knowledge standard action.
- Create, summarize, comment on, or reopen a ticket.
- Create a service catalog request.
- Run an action cloned from an out-of-the-box IT service action.
Unmetered System-Context Processing
Eligible IT service actions and AI features initiated by platform events or background processes are unmetered. Because a logged-in user doesn’t initiate these activities, the system doesn’t evaluate an individual user’s eligibility or permissions.
Unmetered system-context processing includes:
- Incident creation from email
- Einstein-based assignment for incidents and problems
- Proactive assistants for incidents and problems
- Sourcing proactive agent
Metering in Hybrid Orgs and Other Usage
In a dedicated IT service org or a hybrid org, IT service unmetering applies only to eligible IT service actions. Actions supplied by other products, such as Sales Cloud or Service Cloud, follow those products’ metering rules.
An unmetered IT service action doesn’t necessarily make related services unmetered. For example, Data Cloud ingestion, processing, and queries can consume credits unless a separate Data Cloud entitlement covers that usage.