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            Modify Agentforce Employee Page Layouts for IT Employees

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            3. Agentforce IT Service

            Modify Agentforce Employee Page Layouts for IT Employees

            Control which fields and buttons employees see on Incident and Case detail pages in the Agentforce Employee portal by customizing page layouts. You can then set field-level security to control which fields employees can read and edit. Configuring these views prevents employees from getting overwhelmed and ensures they have access only to the details relevant for their tasks.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To create and edit page layouts, assign page layouts, and set field-level security:

            Customize Application

            AND

            Manage Profiles and Permission Sets

            Configure the Page Layout

            1. In Setup, find and select Object Manager.
            2. Select the Incident object.
            3. Select Page Layouts.
            4. Clone the existing incident layout by using the Save as option and enter a name for it, such as Portal Incident Layout.
            5. Edit the new layout according to your organization’s needs.
              To optimize the view for employees, we recommend removing these items from the new page layout.
              • Buttons: Remove these buttons to prevent employees from performing these tasks.
                • Change Owner
                • Create Problem
                • Create Change Request
                • Associate
                • Promote to Major Incident
                • Reassign
                • Assign with Einstein
              • Fields: Remove these fields from the Incident Details section. These fields are used primarily for IT management and reporting.
                • Business Hours
                • Detected Date Time
                • End Time Date
                • Entitlement
                • Entitlement Process End Time
                • Entitlement Process Start Time
                • Incident Paused
                • Incident Paused Since
                • Last Modified By
                • Last Modified Date
                • Milestone Status
                • Parent Incident
                • Priority Override Reason
                • Reported Method
                • Start Date Time
              • Related Lists: Remove all the related lists from the layout because employees don't typically need to see them.
            6. Save your changes.
            7. Click Page Layout Assignment.
            8. Click Edit Assignment.
            9. Select the profile you created for your portal employees earlier and from the Page Layout to Use picklist, select the new page layout you created.

            Repeat these steps for the Case object.

            Set Field-Level Security

            1. From Setup, in Quick Find box, enter Profiles, and then select Profiles.
            2. Select the profile you created earlier for portal users.
            3. Go to the Field-Level Security section and click Incident.
            4. Make changes to the Read and Edit access as needed.
              We recommend these access settings for employees.
              Field Label read access edit access
              Category Yes No
              Created By Yes No
              Created Date Yes No
              Description Yes Yes
              Impact Yes No
              Incident Closed Yes No
              Incident Number Yes No
              Incident Owner Yes No
              Major Incident Yes No
              Priority Yes No
              Resolution Date Time Yes No
              Resolution Summary Yes No
              Resolved By Yes No
              Status Yes No
              Status Code Yes No
              Sub Category Yes No
              Subject Yes Yes
              Type Yes No
              Urgency Yes Yes
            5. Save your changes.
             
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