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Service Itsm Agentic Setup Fulfiller Agent Configure

Create and activate the IT Service Fulfiller agent as a Next-Gen Authoring (NGA) native agent from the shipped ITSM Fulfiller template's Agent Script, using the Salesforce CLI (sf): read the template, check idempotency, create the NGA bundle then publish and activate it, then verify it is live. Idempotent per developer name. The Fulfiller agent is the IT-technician-facing assistant for incident triage, case summarization, field updates, and related-record automations. Use when asked to create the Fulfiller agent, set up the IT Service Fulfiller agent, provision the fulfiller assistant, or activate the Fulfiller agent. Triggers: create fulfiller agent, set up fulfiller agent, provision fulfiller agent, activate fulfiller agent. DO NOT TRIGGER: checking org prerequisites (service-itsm-agentic-setup-agentforce-studio-validate), or CMDB CRUD.

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Specification
Skill ID
forcedotcom/sf-skills/service-itsm-agentic-setup-fulfiller-agent-configure
Publisher
forcedotcom
Repository
sf-skills
Installs
0
Files
15
Synced
Sep 23, 2026
How to use it

Open any RiverX project, open the Skills panel in the chat, and search for this identifier. The files are fetched from the source repository at install time.

forcedotcom/sf-skills/service-itsm-agentic-setup-fulfiller-agent-configureInstalls these files
  • SKILL.md
  • references/action-availability.md
  • references/cli-invocation.md
  • references/error-taxonomy.md
  • references/reactivation.md
  • references/report-format.md
  • references/workflow-detail.md
  • scripts/build-create-body.mjs
  • scripts/classify-action-availability.mjs
  • scripts/classify-activate-result.mjs
  • scripts/classify-agent-existence.mjs
  • scripts/classify-preflight.mjs
  • scripts/create-scratch-dir.mjs
  • scripts/render-report.mjs
  • scripts/strip-release-management.mjs

What this skill tells the agent

Create the IT Service Fulfiller Agent

Create and activate the IT Service Fulfiller 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 the shipped ITSM Fulfiller template's agentScript and feeds it into the NGA bundle pipeline:

  1. POST /nextgen-authoring/bundles (createBundleWithVersion) — creates the bundle + first version from the template's Agent Script.
  2. POST /nextgen-authoring/bundle-versions/{id}/publish — publishes the version (creates the underlying BotDefinition/BotVersion).
  3. POST /nextgen-authoring/bundle-versions/{id}/activate — activates it.

Commands: sf api request rest for Connect API GET/POST; sf data query for the SOQL idempotency + verify reads.

Helper scripts (invoked via Bash) hold every JSON-parsing / decision rule so the model never eyeballs a response body (A9): classify-preflight.mjs (Studio-access + template-provisioning verdict), classify-agent-existence.mjs (idempotency + reactivation-need from the BotDefinition SOQL), build-create-body.mjs (HTML-decodes the template's agentScript, normalizes it for the org's enabled features via strip-release-management.mjs, substitutes config.developer_name/config.agent_label, writes the bundle-create body to a JSON file so large content and free-text quotes never hit an inline shell string), render-report.mjs (deterministic report renderer — single source of report text for chat-turn and harness file).

The Fulfiller agent is the IT-technician-facing assistant — incident triage, case summarization, field updates, related-record automations. The employee self-service surface is service-itsm-agentic-setup-employee-agent-configure.

Scope

  • In scope: Reading agent-templates; extracting the Fulfiller template's Agent Script (svc_itsm_intelligence__ITSrvcMgmtFulfiller); creating the Fulfiller agent as an NGA-native agent via createBundleWithVersion → publish → activate; SOQL-verifying live; idempotent skip on duplicate developer name; normalizing the created Agent Script so it activates cleanly on any Agentforce-for-IT-Service org (internal step, never surfaced to the user — see below) — all via sf.
  • Out of scope: The Employee agent — broad or ~47 specializations under svc_emp_intelligence__ (service-itsm-agentic-setup-employee-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.

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 + Fulfiller template provisioned (svc_itsm_intelligence__ITSrvcMgmtFulfiller). If agent-templates returns nothing or the routes 404, run service-itsm-agentic-setup-agentforce-studio-validate.
  4. `node` ≥ 18 on PATH.

Operations at a glance

ConcernCommandNotes
Studio access (precondition read)sf api request rest "/services/data/v67.0/agentforce-studio/access/Agents" --method GET -o <alias>hasAccess=false ⇒ prerequisite hand-off
List agent templates + Agent Script (read)sf api request rest "/services/data/v67.0/connect/service-itsm/agent-templates?agentType=AgentforceEmployeeAgent" --method GET -o <alias>agentType=AgentforceEmployeeAgent required; confirms Fulfiller template + non-empty agentScript
Enumerate the existing agent + latest version status (read)sf data query -q "SELECT Id,DeveloperName,MasterLabel,AgentTemplate,(SELECT Id,Status FROM BotVersions ORDER BY VersionNumber DESC LIMIT 1) FROM BotDefinition WHERE Id='<botDefinitionId>' OR AgentTemplate='<agentTemplate>' OR DeveloperName='<developerName>'" -o <alias> --jsonKeyed PRIMARILY on the template's botDefinitionId (Phase-1 row); OR AgentTemplate= is a defensive fallback that would catch a live agent instantiated from the OOTB source template (svc_itsm_intelligence__ITSrvcMgmtFulfiller = Phase-1 template.id) regardless of its DeveloperName; OR DeveloperName= is the real guard here — the normal Fulfiller case (never pre-provisioned; null AgentTemplate) and the guard for a dangling Id link (deleted target). Classified by scripts/classify-agent-existence.mjs; Active latest ⇒ ALREADY-CREATED; Inactive latest ⇒ offer reactivation
Create the NGA bundle (write)sf api request rest "/services/data/v67.0/nextgen-authoring/bundles" --method POST --body @<body-file> -o <alias>Body built by scripts/build-create-body.mjs; response id = the bundle version Id
Publish the bundle version (write)sf api request rest "/services/data/v67.0/nextgen-authoring/bundle-versions/<bundleVersionId>/publish" --method POST --body '{}' -o <alias>Returns publishedBotId/publishedBotVersionId — creates the underlying BotDefinition/BotVersion
Activate the bundle version (write)sf api request rest "/services/data/v67.0/nextgen-authoring/bundle-versions/<bundleVersionId>/activate" --method POST --body '{}' -o <alias>Empty response on success; agent is now live and NGA-native
Activate an existing inactive version (write)sf api request rest "/services/data/v67.0/connect/bot-versions/<latestVersionId>/activation" --method POST --body '{"status":"Active"}' -o <alias>Reactivation path only (Phase 2b) — skips create/publish
Verify agent is live (read)sf data query -q "SELECT ... FROM BotDefinition WHERE Id='<verifyId>'" -o <alias> --json<verifyId> = create path's publishedBotId (Phase-5) or the Phase-2 classifier's returned live matched Id (its botDefinitionId/agentId) on ALREADY-CREATED / reactivation — not the null Phase-1 template botDefinitionId, never the collected developerName; confirm BotDefinition present + latest version Active

Full command shapes and the ITSM Connect API reference live in references/cli-invocation.md; the reactivation-path call + idempotency verdict table live in references/reactivation.md; the response-body error codes and recurring gotchas live in references/error-taxonomy.md.

Never extract the access token. Use sf api request rest / sf data query directly — they use the CLI's stored session for the target org. Do not pull the accessToken out of sf org display and hand-build an HTTP request with it; that bypasses the CLI session and leaks a bearer token into shell context.
`--json` rule. sf data query takes --json (results come back in a .result.records[] envelope — that's what the classifier expects). sf api request rest does not — omit --json there; its raw stdout body is already JSON.

Shipped ITSM Fulfiller agent template

Template identifierDefault developer name
svc_itsm_intelligence__ITSrvcMgmtFulfiller (masterLabel "IT Service Fulfiller")IT_Service_Fulfiller_Agent

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