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            Additional Settings for IT Service Agents

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            3. Agentforce IT Service

            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.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, and Unlimited 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
            1. Deploy the IT Service Employee agent to the employee portal.
              Create an agent from the IT Service Employee template.
            2. Create and configure the CMDB agent.
              Create an agent from the CMDB Assistance template.
            3. Connect the employee and fulfiller agents to Slack.
              Add the IT Service Employee agent to the Employee Services Slack app, and add the IT Service Fulfiller agent to the Service Cloud for Slack app.
            4. Connect the employee and fulfiller agents to MS Teams.
              Add the IT Service Employee agent to the Salesforce IT Service and the IT Service Fulfiller agent to the Salesforce IT Desk in Microsoft Teams.
            5. Enable and configure these features in your org so that the IT Service agents can use this data:
             
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            Salesforce Help | Article