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            Create and Configure the IT Service Employee Agent

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            3. Agentforce IT Service

            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.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, 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. From Setup, search and select Salesforce Go
            2. From Salesforce Go, search and select Agentforce for IT Service.
            3. For Agentforce for IT Service card, select Get Started or Keep Going.

              If the Agentforce status is not On, select Turn On Agentforce Studio, follow the activation steps, and return to Agentforce for the IT Service page.

            4. Under Enable IT Service Agent Templates, turn on IT Service Employee.
            5. For Build and Manage Agent, select Go.
              For IT Service Employee agent, make sure to add these subagents to the agent.
              • Approval Management
              • Cloud and Infrastructure Management
              • Collaboration Management
              • Compliance Management
              • Employee Lifecycle Management
              • Employee Request Management
              • Escalation
              • Facilities Management
              • Hardware Management
              • IT Security Management
              • Network Management
              • Policy Query Management
              • Software Management
            6. To test the configuration in the Conversation Preview pane, enter a prompt related to the new topic to verify that the agent builds a plan and executes the correct actions.
            7. To deploy the agent, select Activate.
              The agent is deployed and activated.
            8. Manage agent topics for catalog items.
              Provides relevant and predictable responses for catalog items, assign items to agent topics and messaging channels.
              1. For Manage Agent Topics for Catalog Items, select Manage.
              2. From the Manage Agent Topics for Catalog Items page, select Add.
              3. In the Topic Name list, select a topic.
              4. In the Category Name list, select a category.
              5. In the Catalog Item list, select the item to associate with the topic.
              6. In the Messaging Channel field, enter or search for the enhanced chat channel configured in your org.
              7. Save your changes.
             
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            Salesforce Help | Article