Service Itsm Agentic Setup Employee Agent Configure

Create an IT Service Employee Agent (broad or specialized)

Create and activate an IT Service Employee Agent as a Next-Gen Authoring (NGA) native agent — Agent-Script-based (AiAuthoringBundleDefVer/bundle), appearing natively in Agentforce Studio's Agents list with no external-link icon — entirely through the Salesforce CLI (`sf`). This skill does not call the legacy `/connect/service-itsm/createAgent`; instead it reuses a shipped ITSM Employee template's agentScript field and feeds it into the NGA bundle pipeline: POST /nextgen-authoring/bundles → POST /nextgen-authoring/bundle-versions/{id}/publish → POST /nextgen-authoring/bundle-versions/{id}/activate. Commands: sf api request rest for Connect API GET/POST; sf data query for the SOQL idempotency + verify reads.

GET /connect/service-itsm/agent-templates?agentType=AgentforceEmployeeAgent returns the broad IT Service Employee template plus ~47 specialized Employee templates under the svc_emp_intelligence__ namespace as siblings in data[]. Every specialized template ships the same agentScript shape with the same config.developer_name/config.agent_label substitution points, so the same NGA sequence works for any of them — only the `masterLabel` that Phases 1 and 4 pin against changes. Full catalog + namespace filter + disambiguation rules live in references/specialized-templates.md.

Helper scripts (invoked via Bash) hold every JSON-parsing / decision rule so the model never eyeballs a response body (A9): classify-preflight.mjs, classify-agent-existence.mjs, build-create-body.mjs (HTML-decodes + substitutes the template's agentScript and writes the body to a JSON file so large content and free-text quotes never hit an inline shell string), render-report.mjs (deterministic report renderer).

Template selection (before Phase 1). Resolve the <masterLabel> this run pins: (1) no specialization named ⇒ pin IT Service Employee (id svc_emp_intelligence__ItEmployeeAssistance) — the backwards-compatible default; (2) user names a specialization ⇒ keyword-match against references/specialized-templates.md, single unambiguous match ⇒ pin that masterLabel and derive developerName from id after __ (snake-cased); ambiguous ⇒ AskUserQuestion keyed on id; (3) filter `data[]` to `svc_emp_intelligence__` only — svc_itsm_intelligence__* (Fulfiller) redirects to service-itsm-agentic-setup-fulfiller-agent-configure, other namespaces are out of scope. The resolved <masterLabel> is the single knob passed to classify-preflight.mjs (Phase 1) and build-create-body.mjs (Phase 4).

Prerequisites. Creation assumes the org-level Agentforce for IT Service prerequisites are already satisfied (Agentforce Studio access + service-cloud-requestor-agent + service-cloud-it-service-employee-agent). If Phase 1 detects Studio is not accessible — or if any write returns 403 FUNCTIONALITY_NOT_ENABLED — this skill offers to delegate to service-itsm-agentic-setup-agentforce-studio-validate (employee path) then resume; on "no", stops. This skill never enables features itself — enablement is a Setup-UI/admin action.

Scope

• In scope: Reading agent-templates; extracting an Employee template's Agent Script (broad default or a user-named specialization from references/specialized-templates.md — all under svc_emp_intelligence__); creating the Employee agent as an NGA-native agent via createBundleWithVersion → publish → activate; SOQL-verifying live; idempotent skip on duplicate developer name — all via sf.
• Out of scope: The Fulfiller agent (service-itsm-agentic-setup-fulfiller-agent-configure); enabling org-level feature toggles (validated by service-itsm-agentic-setup-agentforce-studio-validate); low-level topic/action authoring; perm-set assignment; content-bundle deployment; CMDB CRUD; Discovery / Service Graph; the legacy createAgent route; any data[] entry outside svc_emp_intelligence__.

Preconditions

If any of these are unmet, sf surfaces an auth error or a 401/403/404; surface the raw error verbatim and stop — do not fabricate state.

1. `sf` CLI authenticated to the target org (sf org display -o <alias> shows Connected). All calls use --target-org <alias>; never extract the access token by hand.
2. API v67.0+ — pinned in the URL path; do not hand-edit below the minimum.
3. ITSM features + templates provisioned — resolved template must be present. If agent-templates returns nothing or the routes 404, run service-itsm-agentic-setup-agentforce-studio-validate (agent path employee).
4. `node` ≥ 18 on PATH.

Operations at a glance