---
schema_version: "1"
id: 0edf3b4becb6a33d629bb8b4582b2f4d252fc1499ff705ab94dc0863556dd9e9
title: Create and Configure the IT Service Employee Agent
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_emplye_agent.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_emplye_agent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d0eac0ad1f658b12b97b9ad2181d25ddc316be905e0095742fc26fbdd37c8bf6
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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.

### 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>, <strong>Performance</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="d57484e71">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d57484e71 ">To enable Agentforce:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d57484e71 ">
              <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. From Setup, search and select **Salesforce Go**
2. From Salesforce Go, search and select **Agentforce for IT Service**.
3. For Agentforce for IT Service card, select **Get Started** or **Keep Going**.
    
    If the Agentforce status is not On, select **Turn On Agentforce Studio**, follow the activation steps, and return to Agentforce for the IT Service page.
4. Under Enable IT Service Agent Templates, turn on **IT Service Employee**.
5. For Build and Manage Agent, select **Go**.
    
    For IT Service Employee agent, make sure to [add these subagents to the agent](https://help.salesforce.com/s/articleView?id=ai.copilot_topics_add_standard.htm&type=5&language=en_US).
    
    - Approval Management
    - Cloud and Infrastructure Management
    - Collaboration Management
    - Compliance Management
    - Employee Lifecycle Management
    - Employee Request Management
    - Escalation
    - Facilities Management
    - Hardware Management
    - IT Security Management
    - Network Management
    - Policy Query Management
    - Software Management
6. To test the configuration in the Conversation Preview pane, enter a prompt related to the new subagent to verify that the agent builds a plan and executes the correct actions.
7. To deploy the agent, select **Activate**.
    
    The agent is deployed and activated.
8. Manage subagents for catalog items.
    
    Provides relevant and predictable responses for catalog items, assign items to subagents and messaging channels.
    
    1. For Manage Subagent for Catalog Items, select **Manage**.
    2. From the Manage Subagents for Catalog Items page, select **Add**.
    3. In the Subagent Name list, select a subagent.
    4. In the Category Name list, select a category.
    5. In the Catalog Item list, select the item to associate with the subagent.
    6. In the Messaging Channel field, enter or search for the [enhanced chat channel](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msging_emp_prnt.htm&type=5&language=en_US) configured in your org.
    7. Save your changes.