Enable the required settings and create agents for your employees and IT team using the templates.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To enable Agentforce: | Manage AI Agents AND the required permissions for your agent type OR Customize Application |
Note
Standard Agentforce IT Service agent templates do not currently support engagement through Email, WhatsApp, Facebook Messenger, or Web Chat. While you can configure these digital engamement channels for other employee service workflows, AI-driven actions are limited to supported interfaces such as the portal, Slack, and Teams.
- Agentforce Permission Sets for IT Fulfillers and Employees
Review the required permissions for your employees and IT teams to use Agentforce for IT services. - Prerequisites to Set Up Agentforce for IT Services
Complete the required setup tasks before configuring Agentforce for IT Services. Enable Einstein Generative AI and Agentforce, deploy the data kit, Configuration Management Database (CMDB), and manage search indexes. - Additional Settings for IT Service Agents
Deploy the IT Service Employee and Fulfiller agents to the employee portal, Slack, and Microsoft Teams. Optimize agent performance and task resolution by creating a data foundation that includes knowledge articles, SLA data, and swarming data. - Search Indexes for Agentforce IT Service
Configure search indexes for Agentforce IT Service to help IT support reps efficiently find data and resolve issues. The search indexes are used by Agentforce during chat conversations and proactive assistance to retrieve accurate and relevant results quickly. - Create and Configure the IT Service Employee Agent
Create and configure the IT Service Employee agent to help employees troubleshoot IT issues, submit service requests, create incidents, and track tickets. The agent configuration includes enabling the agent template, and mapping catalog items to specific subagents for predictable responses. - Create and Configure the IT Service Fulfiller Agent
Create and configure the IT Service Fulfiller agent to help IT teams manage incidents, problems, change requests, and releases. Activate the template and add custom subagents and actions as required. Enable proactive assistance to help IT team manage the service lifecycle. - Create and Configure Specialized Agents from Templates
Create and configure specialized agents from agent templates to support your Agentforce Employee Agent for specific IT services. The agent configuration includes selecting templates, assigning agent names, and providing a company description. Then refine subagents and actions, and activate agents to go live for your employees. - Set Up Automated Incident Triage for IT Services
Configure incident triage to automatically detect duplicate incidents, identify relationships to active major incidents, find information gaps, and notify employees when incidents are created in your IT service org. - Set Up Agentforce to Draft Knowledge Articles for IT Services
Add the Knowledge Article Creation Using Templates subagent to an employee agent so IT fulfillers can draft knowledge articles in a conversation. The subagent uses active Knowledge Generation prompt templates to ground articles on incidents, problems, and change requests.