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            전체 Salesforce 도움말 검색
            전체 Salesforce 도움말 검색
            Create and Configure the IT Service Fulfiller Agent

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            3. Agentforce IT Service

            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 subagents and actions as required. Enable proactive assistance to help IT team manage the service lifecycle.

            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 Fulfiller.
            5. For Build and Manage Agent, select Go.
              For an IT Service Fulfiller agent, make sure to add these subagents to the agent.
              • Calendar Management
              • Change Management
              • Incident Management
              • Problem Management
              • Release Management
            6. If needed, add other standard or custom subagents to your agent. See Agent Subagents.
              Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions. Add standard subagents to an agent from the asset library and create custom subagents.
            7. Manage actions for your agent. See Agent Actions.
              Actions help agents use Salesforce Platform capabilities, such as flows, prompt templates, Apex, and APIs. You can add actions to subagents, create custom actions, and customize standard actions.
            8. Define variables for your agent. See Agent Variables.
              Variables control how your agent uses subagents and actions and to provide more information about a conversation.
            9. To test the configuration in the Conversation Preview pane, enter a prompt related to the new subagent to verify that the agent builds a plan and executes the correct actions.
            10. To deploy the agent, select Activate.
              The agent is deployed and activated.
            11. For Configure Proactive Assistance for IT service fulfillers, select Go to Setup.
            12. Set up proactive assistance for incidents and problems.
             
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            Salesforce Help | Article