---
schema_version: "1"
id: 2fa6ce196e14beed7118428829c99edbec6824620a22e5b08a7d79d08089cd69
title: Modify Page Layouts for the Employee Services Portal
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_portal_incident_layoutandpermissions.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_incident_layoutandpermissions.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 6a456ed8807d047fcc099f8c12f4b1311e5311813e2240d86c1e5ba7064be4d5
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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

<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="d86005e74">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d86005e74 ">To create and edit page layouts, assign page layouts, and set field-level
              security:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d86005e74 ">
              <p>Customize Application</p>
              <p>AND</p>
              <p style="margin-bottom:0;">Manage Profiles and Permission Sets</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d86005e74 ">To customize an Experience Builder site:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d86005e74 ">Create and Setup Experiences</td>

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

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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_create_user.htm&release=264.0.0&type=5 "Create the employee users who sign in to the Employee Services portal site, using either the Unified Employee License or the Customer Community Plus license.").

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.