Compare the two Experience Cloud templates available for IT Service, Agentic Center and Agentforce Employee Center, to choose the right one for your Employee Services portal site.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
Note You can't switch an Aura portal site to an LWR portal site after the site is created.
Choose the template that fits your needs before you create the site.
| Capability | Agentic Center | Agentforce Employee Center |
|---|---|---|
| Underlying template framework | Aura | Lightning Web Runtime (LWR) Enhanced |
| Default navigation menu | Yes (Default items: Home, Knowledge Center, My Incidents, My Cases, My Approvals, Service Catalog) | Yes (Default item: Home) |
| Alternative prebuilt navigation menu | Yes (Includes Home, Knowledge Center, My Incidents, My Cases, My Approvals, and Contact Support) | Yes (Includes Home, Catalogs, My Hub (My Tickets, My Assets, My Favorites), and HR (My Enablements)) |
| Search bar | Yes | Yes |
| Search results page layout | Combined results page across record types (Knowledge, Cases, Incidents, Products, and Service Requests on one page, sorted by relevance), plus per-record-type tabs | Per-record-type tabs only (one record type at a time) |
| Quick-action tiles on the home page | Yes | Yes |
| Announcements widget on the home page | No | Yes |
| Policy Hub and Compliance Evidence Hub pages | No | Yes |
| Unified My Tickets page (incidents, service requests, and cases in one view) | No (separate My Incidents and My Cases pages) | Yes |
| My Assets page | No | Yes |
| Knowledge article favorites (with a dedicated Favorites page) | No | Yes |
| Dynamic Q&A (AI-generated answers) | No | Yes |
| Knowledge Summaries (AI-generated article overviews) | No | Yes |
| Ticket detail fields controlled by page layout | Yes | Yes (details section fields follow the object's assigned page layout) |
| Comment on tickets and read replies from the ticket feed | No | Yes |
| Attach files to incident tickets | No | Yes |
| Configurable global search settings | Yes | No |
| Service Catalog | Yes | Yes |
| Manager approvals | Yes | Yes |
| Embedded Messaging | Yes | Yes |