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            Considerations and Limitations for Agentforce in IT Service

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            3. Agentforce IT Service

            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

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

            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.

            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 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.
             
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