Considerations and Limitations for Agentforce in IT Service

Large Language Model Support

Agentforce Banking Relationship Assistance supports these models. Agent actions can make calls to other predefined LLMs. Bringing your own model isn’t supported, but custom actions that execute prompt templates can use any Salesforce-managed model. See Large Language Model Support.

Einstein Trust Layer Service Support

Agentforce IT Service agent templates support the Trust Layer services supported by the Employee Agent type. See Agentforce Employee Agent type.

Other Limitations

• Data 360 must be set up correctly, and the search index name must match the defined filters to ensure the correct data is ingested. Searches might also miss recently updated records because of data synchronization delays.
• Recommendations might not return if the similarity score isn't high enough. As a result, the system might not show resolution proposals if historical records aren't highly relevant.
• Identifying a record accurately often requires starting the action from a specific record page.