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Set Up Agentforce for IT Services
Enable the required settings and create agents for your employees and IT team using the templates.
Required Editions
| Available in: Lightning Experience |
| Available in: Unlimited and Enterprise editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To enable Agentforce: | Manage AI Agents AND the required permissions for your agent type OR Customize Application |
Note
Standard Agentforce IT Service agent templates do not currently support engagement through Email, WhatsApp, Facebook Messenger, or Web Chat. While you can configure these digital engamement channels for other employee service workflows, AI-driven actions are limited to supported interfaces such as the portal, Slack, and Teams.
- Prerequisites to Set Up Agentforce for IT Services
Complete the required setup tasks before configuring Agentforce for IT Services. Enable Einstein Generative AI and Agentforce, deploy the data kit, and manage search indexes. - Additional Settings for IT Service Agents
Deploy the IT Service Employee and Fulfiller agents to the employee portal, Slack, and Microsoft Teams. Optimize agent performance and task resolution by creating a data foundation that includes knowledge articles, SLA data, and swarming data. - Create and Configure the IT Service Employee Agent
Create and configure the IT Service Employee agent to help employees troubleshoot IT issues, submit service requests, create incidents, and track tickets. The agent configuration includes enabling the agent template, and mapping catalog items to specific agent topics for predictable responses. - Create and Configure the IT Service Fulfiller Agent
Create and configure the IT Service Fulfiller agent to help IT teams manage incidents, problems, change requests, and releases. Activate the template and add custom topics and actions as required. Enable proactive assistance to help IT team manage the service lifecycle.
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