---
schema_version: "1"
id: 95e743dd002bc7caa3b426ee3dc8be2b5458e1c283fbf97c81d598328362ba1e
title: Set Up Guided Agent Troubleshooting
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/set_up_guided_agent_troubleshooting.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.set_up_guided_agent_troubleshooting.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b0a2969b93f153345ba1045b959ad768d90838e82c01908c4ac24a350abc31e5
description: Establish the messaging infrastructure and the automated skills that the agent uses to interact with customers during proactive service.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Set Up Guided Agent Troubleshooting

Establish the messaging infrastructure and the automated skills that the agent uses to interact with customers during proactive service.

### 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: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">LWR</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&amp;language=en_US&amp;type=5" target="_blank">Aura</a></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Enhanced Chat with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce for Service add-on</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d88971e95">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88971e95 ">To set up Omni-Channel Flow and Messaging:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88971e95 ">Customize Application</td>

          </tr>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88971e95 ">To set up Enhanced Chat v1:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88971e95 ">Customize Application AND Modify Metadata Through Metadata API Functions </td>

          </tr>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d88971e95 ">To build and manage Service Agents:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d88971e95 ">Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application</td>

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        </tbody>
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Make sure you have the Agentforce for Service or Einstein Platform add-on license.

Proactive Service offers two fulfillment methods to resolve customer issues: Unified Catalog (UC) and Guided Troubleshooting.

- Unified Catalog (UC): Provides a centralized repository of resources, such as knowledge articles and self-service tools, for customers to resolve issues independently.
- Guided Troubleshooting: Uses Agentforce and Messaging infrastructure to provide interactive, step-by-step assistance.

Choosing Guided Troubleshooting while creating a Proactive Service Scenario requires setting up the Agentforce and Messaging infrastructure. Enhanced Chat serves as the primary communication medium for this fulfillment type. Setting up this channel creates the digital environment for the Agentforce Service agent to start conversations based on service campaigns and customer signals.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png)

Note This feature currently supports only Enhanced Chat v1. Enhanced Chat v2 isn't compatible.

1. From Setup, in the Quick Find box, enter Messaging, and select **Messaging Settings**.
2. In the Channels section, select **New Channel**.
3. Select **Enhanced Chat** as the platform type and click **Next**.
4. Select **Add User Verification** to make sure agent actions run in the context of the authenticated user.
5. Save your changes.

#### See Also

- [Quickly Set Up Enhanced Chat v1 or v2 for Testing](https://help.salesforce.com/s/articleView?id=service.miaw_setup_stages.htm&language=en_US)