---
schema_version: "1"
id: c03ee916bf18e31d26a401b4b54ed6f0becb0133b1a5072e1e68ab38fc448e59
title: Considerations and Limitations for Agentforce in IT Service
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_agntfrce_cnsdrtion_limtations.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_agntfrce_cnsdrtion_limtations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 60e83a95474f390ef094ffab9ac26bdb16b8ca46638ad5203fa058fc7f7bde60
description: To use Agentforce for IT Service, consider supported functionality, usage, limitations and allowances, limits, and other issues.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Considerations and Limitations for Agentforce in IT Service

To use Agentforce for IT Service, consider supported functionality, usage, limitations and allowances, limits, and other issues.

### 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>

## Large Language Model Support

Agentforce Banking Relationship Assistance supports these models. Agent actions can make calls to other predefined LLMs. Bringing your own model isn’t supported, but custom actions that execute prompt templates can use any Salesforce-managed model. See [Large Language Model Support](https://help.salesforce.com/s/articleView?id=ai.generative_ai_large_language_model_support.htm&type=5&language=en_US).

| MODEL |
| --- |
| OpenAI GPT-4o |

## Einstein Trust Layer Service Support

Agentforce IT Service agent templates support the Trust Layer services supported by the Employee Agent type. See [Agentforce Employee Agent](https://help.salesforce.com/s/articleView?id=ai.agent_employee_agent_considerations.htm&language=en_US&type=5) type.

## Other Limitations

- Data 360 must be set up correctly, and the search index name must match the defined filters to ensure the correct data is ingested. Searches might also miss recently updated records because of data synchronization delays.
- Recommendations might not return if the similarity score isn't high enough. As a result, the system might not show resolution proposals if historical records aren't highly relevant.
- Identifying a record accurately often requires starting the action from a specific record page.
- The agent analyzes the record (incident or change request) and its attached files to perform its actions. Supported attachment formats include images and PDFs. If more than 10 files are attached, the agent analyzes only the latest 10.