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Modify Page Layouts for the Employee Services Portal

On Employee Services portal sites, control which fields and buttons employees see on Incident and Case detail pages by customizing page layouts and setting field-level security. These page layouts apply to the Agentic Center template, and to the Agentforce Employee Center template after you enable custom page layouts on the Ticket Details component.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create and edit page layouts, assign page layouts, and set field-level security:

Customize Application

AND

Manage Profiles and Permission Sets
To customize an Experience Builder site: Create and Setup Experiences

Before you customize page layouts, create the employee users who access your Employee Services portal site. See Create Employee Users for the Employee Services Portal.

On the Agentic Center template, the portal uses your assigned page layout automatically. On the Agentforce Employee Center template, the portal renders only the layout's fields, based on the employee's profile and record type, and doesn't render its actions or related lists once you enable custom page layouts.

Configure the Page Layout

  1. In Setup, find and select Object Manager.
  2. Select the Incident object.
  3. Select Page Layouts.
  4. Clone the existing incident layout by using the Save as option and enter a name for it, such as Portal Incident Layout.
  5. Edit the new layout according to your organization’s needs.
    To optimize the view for employees, we recommend removing these items from the new page layout.
    • Buttons: Remove these buttons to prevent employees from performing these tasks.
      • Change Owner
      • Create Problem
      • Create Change Request
      • Associate
      • Promote to Major Incident
      • Reassign
      • Assign with Einstein
    • Fields: Remove these fields from the Incident Details section. These fields are used primarily for IT management and reporting.
      • Business Hours
      • Detected Date Time
      • End Time Date
      • Entitlement
      • Entitlement Process End Time
      • Entitlement Process Start Time
      • Incident Paused
      • Incident Paused Since
      • Last Modified By
      • Last Modified Date
      • Milestone Status
      • Parent Incident
      • Priority Override Reason
      • Reported Method
      • Start Date Time
    • Related Lists: Remove all the related lists from the layout because employees don't typically need to see them.
  6. Save your changes.
  7. Click Page Layout Assignment.
  8. Click Edit Assignment.
  9. Select the profile you created for your portal employees earlier and from the Page Layout to Use picklist, select the new page layout you created.

Repeat these steps for the Case object.

Set Field-Level Security

  1. From Setup, in Quick Find box, enter Profiles, and then select Profiles.
  2. Select the profile you created earlier for portal users.
  3. Go to the Field-Level Security section and click Incident.
  4. Make changes to the Read and Edit access as needed.
    We recommend these access settings for employees.
    Field Label Read Access Edit Access
    Category Yes No
    Created By Yes No
    Created Date Yes No
    Description Yes Yes
    Impact Yes No
    Incident Closed Yes No
    Incident Number Yes No
    Incident Owner Yes No
    Major Incident Yes No
    Priority Yes No
    Resolution Date Time Yes No
    Resolution Summary Yes No
    Resolved By Yes No
    Status Yes No
    Status Code Yes No
    Sub Category Yes No
    Subject Yes Yes
    Type Yes No
    Urgency Yes Yes
  5. Save your changes.

Enable Custom Page Layouts

Complete these steps only for sites that use the Agentforce Employee Center template. On the Agentic Center template, the portal uses your assigned page layouts without this step.

  1. From Setup, in the Quick Find box, enter Sites, and then select All Sites under Digital Experiences.
  2. Next to your Employee Services portal site, click Builder to open the site in Experience Builder.
  3. From the Pages menu, select the Ticket Detail page.
  4. On the page, select the Ticket Details component.
  5. In the property editor, select Enable PageLayout.
  6. Click Publish to apply the custom page layouts for portal users.