Service Itsm Channels Coordinate

Employee Service (ITSM) Channels Setup Coordinator

Interactive coordinator that presents a menu of ITSM channel setup options and delegates to the appropriate child skill based on user selection.

Scope

• In scope: Presenting the channel setup menu to the user. Delegating to child skills based on selection (Portal, Teams, Slack). Validating prerequisites before delegation. Providing clear descriptions of each channel capability.
• Out of scope: Directly calling setup APIs for any channel — always delegate to the dedicated child skill. Channel-specific configuration details beyond the initial enablement. User permission assignment. Post-setup testing. ITSM notification preferences (a separate concern — handle those with the dedicated notification-preferences skill, not through this menu).

Available Channel Setup Skills

This coordinator can invoke three distinct channel setup skills:

1. Portal Setup

Skill: experience-portal-create

What it does:

• Creates a Digital Experience portal for employee self-service
• Supports Employee Service, Partner, and Customer portals

Prerequisites:

• Vary by portal type

Use when: User wants to create a portal for employee self-service.

2. Microsoft Teams Setup

Skill: service-itsm-teams-configure

What it does:

• Enables the service-cloud-itsm-teams-integration Salesforce Go feature via headless-360's feature-enablement Connect API — the only verified path that flips ITSMTeamsEnabled (direct PATCH of the org preference is blocked with 401)
• Optionally enables the sibling OrgHasITSMFulfillerTeams / OrgHasEmployeeServiceTeams preferences
• Verifies ITSMTeamsEnabled afterward and reports the remaining manual (Microsoft-side) steps

Prerequisites:

• Teams ITSM add-on licenses
• Setup admin permissions

Use when: User wants Microsoft Teams integration for IT Service Desk or Employee Service apps.

Teams sub-skills service-itsm-teams-configure delegates to (surface these if the user asks for a specific half): service-itsm-teams-itdesk-configure (fulfiller/IT Desk checklist), service-itsm-teams-itservice-configure (employee/IT Service checklist), service-itsm-teams-employee-agent-configure (embedded "Ask AI Agent"), and service-itsm-teams-debug (diagnose a failing Teams setup — login, tab loading, agent, swarming, SSO). Swarming (collaborative problem-solving) is configured inside the Teams setup flow, not as a separate top-level channel option.

3. Slack Setup

Skill: the installed Slack ITSM setup skill — resolve it from the skills catalog at delegation time by name pattern (see Choice 3 in the workflow); do not hardcode a single skill name.

What it does:

• Enables Slack integration for ITSM (Employee Service / IT Service on Slack)
• Configures the Slack workspace connection and required org preferences/permission sets

Prerequisites:

• Slack workspace with admin access
• Org has Slack integration enabled

Use when: User wants Slack integration for ITSM.

Workflow

Step 1: Present Menu to User

Always present the menu before proceeding:

I can help you set up ITSM channels. Which channel would you like to configure?

**Choose one:**

1. **Portal Setup**
   - Create Digital Experience portal for employee self-service
   - Choose portal type during setup
   - Prerequisites: Vary by portal type

2. **Microsoft Teams Setup**
   - Enable Teams integration master toggle
   - Provision authentication infrastructure
   - Prerequisites: Teams ITSM licenses required

3. **Slack Setup**
   - Enable Slack integration for ITSM
   - Configure Slack workspace connection
   - Prerequisites: Slack workspace with admin access

Please respond with the number (1, 2, or 3) of your choice.

Do NOT proceed until the user provides a choice.

Step 2: Validate Prerequisites

Based on user's choice, check prerequisites before delegating to child skills:

For Choice 2 (Teams Integration):

1. Check if Teams master toggle API is accessible
2. Attempt to query current toggle state
3. If prerequisites fail, inform user about missing Teams ITSM licenses

If prerequisites fail:

• Explain what's missing (licenses, features, permissions)
• Offer alternative choices (e.g., suggest Slack if Teams licenses missing)
• Do NOT attempt to execute the chosen configuration

Step 3: Delegate to Child Skill

Choice 1: Portal Setup

Delegation:

Invoke the experience-portal-create skill.

The portal creation skill will handle all clarifying questions (portal type, name, URL prefix, etc.).

After delegation: "Success: Portal setup delegated to experience-portal-create skill. Follow the prompts to complete portal creation."

Choice 2: Microsoft Teams Setup

Delegation:

Invoke the service-itsm-teams-configure skill.

On success: "Success: Microsoft Teams integration master toggle is enabled. Background provisioning in progress (2-5 minutes).

Next steps:

• Configure Azure AD application
• Set up Salesforce IT Desk and/or IT Service apps"

On failure: "Failed: Teams integration failed: [error details]

Resolution:

• Verify org has Teams ITSM licenses
• Try option #3 (Slack) instead"

Choice 3: Slack Setup

Resolve the delegation target deterministically from the skills catalog, then invoke the result. Do not decide by prose guesswork — look the skill up:

1. Query the installed skills catalog for a Slack ITSM setup skill, in priority order:
     a. any skill whose name matches ^service-itsm-slack-.*-configure$   (preferred)
     b. any skill whose name matches ^(setup|service)-.*slack.*(configure|enable)$
2. If the lookup returns a skill → invoke that exact skill and stop.
3. If the lookup returns nothing → fall through to the manual instructions below.

Manual instructions (only if the catalog lookup returned no Slack skill): "No Slack ITSM setup skill is installed in this environment. To configure Slack manually:

1. Navigate to: Setup → Integrations → Slack
2. Connect your Slack workspace
3. Configure Slack apps for ITSM"

Decision Tree

User requests ITSM channel setup
  ↓
Present menu (3 options)
  ↓
User selects option (1-3)
  ↓
Validate prerequisites (optional)
  ↓
  ├─ Choice 1: Invoke experience-portal-create
  ├─ Choice 2: Invoke service-itsm-teams-configure
  └─ Choice 3: Resolve the Slack skill from the catalog, then invoke it (or manual instructions)
  ↓
Report outcome to user
  ↓
Suggest next steps

Rules / Constraints

Prerequisites by Choice

Choice 1: Portal Setup

• Vary by portal type (see experience-portal-create skill)

Choice 2: Teams Setup

• Teams ITSM licenses
• Setup admin permissions

Choice 3: Slack Setup

• Slack workspace with admin access
• Org has Slack integration enabled

Error Handling

If user provides invalid choice:

"Please choose a valid option: 1, 2, or 3."

If prerequisites check fails: