---
schema_version: "1"
id: 02aa9732dd03f5e3e675dc2220dabf9400a2b2673ced9ce11f1c1c8962a7c3f0
title: Additional Settings for IT Service Agents
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_agentforce_setup_config_deplmnt_channels.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_config_deplmnt_channels.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8078cae3275ea16078f6e2612b15591a8a5ce889fa28c04c43cb221834801df2
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d44729e68">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d44729e68 ">To enable Agentforce:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d44729e68 ">
              <p>Manage AI Agents AND the required permissions for your agent type</p>
              <p> OR
              </p>
              <p style="margin-bottom:0;">Customize Application</p>
            </td>

          </tr>
        </tbody>
      </table>

1. [Deploy the IT Service Employee agent to the employee portal](https://help.salesforce.com/s/articleView?id=experience.support_deploy_agent_to_site.htm&type=5&language=en_US).
    
    Create an agent from the IT Service Employee template.
2. [Create and configure the CMDB agent](https://help.salesforce.com/s/articleView?id=ai.agent_employee_agent_setup.htm&type=5&language=en_US).
    
    Create an agent from the CMDB Assistance template.
3. [Connect the employee and fulfiller agents to Slack](https://help.salesforce.com/s/articleView?id=ai.agent_deploy_emp_slack.htm&type=5&language=en_US).
    
    Add the IT Service Employee agent to the Employee Services Slack app, and add the IT Service Fulfiller agent to the Service Cloud for Slack app.
4. [Connect the employee and fulfiller agents to MS Teams](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_setup.htm&type=5&language=en_US).
    
    Add the IT Service Employee agent to the Salesforce IT Service and the IT Service Fulfiller agent to the Salesforce IT Desk in Microsoft Teams.
5. Enable and configure these features in your org so that the IT Service agents can use this data:
    
    - [Knowledge Articles: To provide proven solutions and troubleshooting steps](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_knowledge_mgmt.htm&type=5&language=en_US).
    - [SLA Management: To inform the agent about deadlines and priorities](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_sla_milestones.htm&type=5&language=en_US).
    - [Action Plans: To provide context on structured tasks and procedures.](https://help.salesforce.com/s/articleView?id=service.it_srvcs_action_plans.htm&type=5&language=en_US)
    - [Chatter Feed: To capture unstructured collaboration and updates](https://help.salesforce.com/s/articleView?id=experience.collab_enable.htm&type=5&language=en_US).
    - [Swarming in Slack: To capture collaboration notes between experts and team members](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_setup.htm&type=5&language=en_US).