Salesforce Agentforce IT Service Setup

Hello everyone. In this video, we are

going to see how to set up Salesforce

agent force for IT service.

If you wanted to agentify your ITSM in

Salesforce uh then you can make use of

agent force for IT service.

With the help of Salesforce

agent force for IT service, we can make

use of agent force agent to take care of

repeated tasks so that the human agents

can focus on complex and difficult tasks

so that we can free up some bandwidth to

the human agents. In this video, we are

going to completely see the setup guide

for enabling agent force for IT service.

Go to Salesforce setup. Go to Salesforce

Go.

Once you are in Salesforce Go, you can

search for agent force IT service or

agent force for IT service. So you can

go to agent force uh

Salesforce go and then you can search

for agent force

for IT service.

You have to select the agent force for

IT service. Once it is uh available you

can make use of all the wizards here

available to you so that you will be

able to successfully enable agent force

for IT service.

There are two types of agent force uh

for IT service. One is IT service

employee agent.

It is a employee facing agent force uh

agent which can help in handling

end user inbound request if they have

any troubleshooting issue or and uh we

can um route the uh the requests to this

agent force agent so that the agent can

handle it. Next is IT service fulfiller

agent. This will help the

IT uh SM people. So if I am an engineer,

if I need any help in uh fulfilling the

requests, then I can make use of this IT

service fulfiller agent force agent.

So you can directly create it from here.

So if you wanted to create an agent

force agent for IT service, then you can

select or expand IT service employee.

Click this go. By default, it will

select IT service employee agent force

agent as the type and then you should be

able to create IT service employee. I

have already created it. If you wanted

to create agent force agent for your

ITSM employees uh so that they can help

in the uh troubleshooting and debugging

issues then you can create it service

fulfiller

agent force agent. So here also you can

make use of this uh go so that it will

by default select IT service fulfiller

agent force agent as the type and then

you should be able to create IT service

fulfiller agent force agent. Once that

is done

you should be able to see the agent

force agents that are available here. It

is IT service employee and IT service

fulfiller agent. So the type is agent

force employee agent. So I was able to

create these two agent force agents and

then it added all the

uh topics.

So this is IT service employee agent and

this is IT service fulfiller agent.

Okay. So both the agents are active here

in my Salesforce or

so now if I'm an employee who needs some

uh help in troubleshooting or debugging

then I can make use of the agent force

icon and then I should be able to select

IT service employee. If I am an IT some

employee then I can make use of IT

service fulfiller um

uh agent force agent and then I can ask

for and then I can ask for help.

Okay.

In order to

enable access you can make use of a

permission set or in the users profile

you have to

enable these two agent force agent

access.

The best practice is to make use of a

permission set uh so that it will be

easy to uh uh control at the user level

instead of enabling it as in a profile

level.

Okay. Next is uh I wanted to give

this access to my experience cloud

users. In order to do that, I created

a channel with the name IDSM

and then I'm making use of omni channel

routing and the routing type is omni

channel flow and the flow name is

enhanced chat routing route to it

service employee agent. So this is the

flow in this flow and it is an omni

channel flow. I'm making use of route

workflow element. In the route workflow

element,

I am routing the messaging session

record to the agent force employee agent

and uh it is IT service employee. So my

experience cloud users can also interact

with this IT service employee agent

force agent.

I am making use of

embedded uh messaging component.

Yeah. So in the footer I have added

embedded messaging and the embedded

service deployment I have selected. So

my experience cloud users can also

interact with it. it will connect it

with the agent force uh IT service

employee.

Okay. So it is uh it is the IT service

employee joined and then I can ask some

questions so that the IT service

employee agent force agent can assist

me.

Next, if I go to my agent force agent,

if I go to connections

in the messaging,

I have selected

external app

and then I created a connection to my

Slack workspace.

So from Slack also I should be able to

invoke the IT service employee agent and

as well as the IT service fulfiller

agent force agent.

The once we complete the development of

agent force agents then we can expose

that very easily in the experience cloud

site using embedded messaging component.

And if you want to expose it to uh slack

then you have to create a connection uh

to the slack and then you should be able

to um invoke the agent force agents

directly from slack application. Also if

you are new to slack and agent force uh

setup then you can make use of this uh

Salesforce agent force agent in slack

link. Here I have given detailed steps

to invoke agent forcy agent from Slack

application.

Please check the video description. In

the video description, I have shared my

blog post. From the blog post, you

should be able to get all the steps we

discussed in this video for your

reference.

I hope it was helpful.

Thank you for watching.