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            Prerequisites to Set Up Agentforce for IT Services

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            3. Agentforce IT Service

            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, Configuration Management Database (CMDB), and manage search indexes.

            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. Set up Einstein Generative AI.
            2. Enable Agentforce.
            3. Set up Data 360 for Agentforce IT Service:
              1. Deploy the data kit.
              2. Review the search index for incident, problem, change request, and product2.
              3. Create a knowledge index.
            4. Set up Configuration Management Database (CMDB).
              When you turn on Configuration Management Database, the CMDB agent template becomes available in your org.
             
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            Salesforce Help | Article