Set Up and Configure Agentforce Employee Portal for IT Services
Set up the Agentforce Employee portal to provide a self-service portal experience for employees.
Enable digital experiences, configure person accounts, create user profiles, and assign
necessary permissions to get your portal up and running.
Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service.
Checklist for Agentforce Employee Setup in IT Services Set up the Agentforce Employee portal for your employees by using Digital Experiences in Salesforce. Create employee users who need access to the portal and configure the right level of access to relevant IT service records for your employees.
Create IT Employee Users for Agentforce Employee Portal Set up user profiles so that employees can use the Agentforce Employee portal and view knowledge articles. Then, create employee users and configure the necessary details, permissions, and settings to give users access to the Agentforce Employee portal.
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.
Set Up Manager Approval for IT Services Certain employee requests raised in the self-service portal need manager approvals. Streamline this decision-making process by configuring manager approvals. Use a structured approval system to make sure that all case actions adhere to your company’s policies and enhance accountability.
Integrate Embedded Messaging on the IT Services Portal Integrate an embedded messaging component into your Agentforce Employee portal to provide conversational assistance to employees. Allow users to chat directly with Agentforce, improving support and service delivery.
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