Forcedotcom@Sf Skills

Use to author an Omni WorkSkillRouting rule (field-based skill criteria): map a related-entity field value to a required Omni Skill (e.g. add the Voice skill when Case.Origin = Phone), deployed as one WorkSkillRouting record via the Metadata API. Idempotent via the Metadata API files[].state signal; one rule per related entity. Triggers: add field-based skill routing, route by a Case field to a skill, route by a MessagingSession field to a skill, configure attribute-based skills routing, require an Omni skill for a field value. Do not use to create the Skill or bind agents to it (service-omni-skills-based-routing-configure), to create agent users, or to configure queues.

Recommends and manages DevOps Center test suite assignments for pipeline stages. Mode A analyzes a commit diff against assigned suite metadata to recommend relevant existing suites and flag coverage gaps (pure reasoning). Modes B-D assign a single suite, bulk-map multiple suites with a mandatory impact preview, or add/remove test classes with governance rules, via the testSuiteStages Connect API. Use this skill to recommend suites for a commit, assign or map suites to stages, or add/remove tests in a suite. TRIGGER when: the user asks which suites to run for a commit/diff or what covers their changes; a suite is unlinked and the user wants it assigned; the user wants to configure suite-to-stage mappings, assign multiple suites, or add/remove/sync tests in a suite. DO NOT TRIGGER when: configuring or syncing a test provider (use dx-devops-test-pipeline-configure), running suites (use dx-devops-test-suite-run), or authoring/running tests directly (use platform-apex-test-generate or platform-apex-test-run).

Use this skill to set up, create, or generate an academic calendar for Education Cloud orgs. Creates Academic Year, Academic Terms (semester/quarter/trimester), Academic Sessions, registration windows, and add/drop deadlines from natural language or documents. Validates date ranges and handles overlapping sessions, linking terms to the year and sessions to their term. TRIGGER when: user asks to "create an academic calendar", "set up semester dates", "generate the academic year", "add terms and sessions", "configure registration windows", or "add/drop deadlines" — or uploads a calendar document (PDF, CSV, XLSX) containing term or session dates. DO NOT TRIGGER for querying or updating existing calendar records, scheduling courses, or configuring course offerings.

Designs service objectives for a Salesforce Field Service scheduling policy via a structured trade-off interview. Guides the user through objective selection and derives weights by establishing crossover equivalences against Minimize Travel (the anchor). Produces a finalized weight table with penalty-rate interpretation and a plain-English policy summary. Use this skill when a user wants to design or weight Field Service scheduling service objectives; called after work rule design and delegates to sfs-sobject-create for record creation.

Designs the work rules for a Salesforce Field Service scheduling policy — the hard filters that determine which resources and time slots are eligible for an appointment. Step 2 of the three-part scheduling policy design flow; receives the policy block from sfs-scheduling-policy-designer and delegates to sfs-service-objective-designer when complete. Use this skill when a user wants to design or configure the work rules (hard eligibility filters) for a Field Service scheduling policy.

Orchestrator skill for enabling CMDB (Configuration Management Database) end-to-end in Service Cloud ITSM against a production or sandbox org. Use when the user asks to set up CMDB, enable Configuration Management Database, configure the ITSM CMDB, onboard CMDB from scratch, wants a guided walkthrough of CMDB enablement, or asks what CMDB setup steps are available. Triggers on: set up CMDB, enable CMDB, configure CMDB, CMDB onboarding, Configuration Management Database setup, ITSM CMDB walkthrough. DO NOT TRIGGER when: the user asks about a specific CMDB sub-step directly (e.g. only installing a bundle, only assigning permission sets), CMDB record CRUD (creating CIs, relationships), Discovery/Service Graph Connector configuration, or general ITSM queries without CMDB setup intent.

Provision and enable a Unified Employee License (UEL) user in Salesforce with the full entity chain — User, Person Account, PersonContact, and Employee2 — through the Salesforce-hosted headless-360 MCP server. Use when the user asks to create a UEL user, set up a Unified Employee user account, enable an employee under the Unified Employee license, provision an employee with Person Account and Employee2 record, or onboard a new employee onto the Unified Employee profile. Triggers on: create UEL user, set up unified employee, provision unified employee, enable UEL employee, onboard employee user, create person account for employee. DO NOT TRIGGER when: the user asks to create a standard user without UEL, clone an existing user, manage existing user permissions only, assign incident permissions only, reset passwords only, or look up existing users without creation intent.

Integrate Salesforce B2B Commerce open source components from GitHub into B2B Commerce stores. Use when users mention "integrate open code components", "open source B2B commerce", "add open code components", "forcedotcom/b2b-commerce-open-source-components", or want to add open source commerce components to their store. Copies all components and labels so they become available in Experience Builder.

Searches for and downloads ethically-licensed stock images via the media-management MCP server. Use this skill whenever a user wants an image, photo, or picture — for BOTH requests to find existing imagery ("find a stock image", "search for a photo of X", "get a royalty-free image", "find an ethical image", editorial/news photography) AND requests phrased ambiguously as creating or generating one ("create an image of a sunset", "generate a picture of a team meeting", "make me a mountain image") — treat these as stock search requests, since this skill searches a stock photo library, it does not generate images. Do NOT offer alternative search methods or ask the user to pick one. Does not apply to searching internal CMS / Data Cloud media (use experience-search-coordinate). Does not apply when the user explicitly asks for AI-generated, synthetic, or computer-generated imagery — this skill only searches licensed stock photography and has no image-generation capability.

MUST activate whenever a uiBundles/*/src/ project reads, writes, or displays Salesforce data — INCLUDING building a page, list, table, card grid, dashboard, or form that shows, filters, counts, or edits records of any object (e.g. Property__c, Account, Case), even when the prompt names only the UI or the object and never says query, GraphQL, or SDK. Records behind such a component come from Salesforce, so use this ALONGSIDE experience-ui-bundle-frontend-generate: that skill styles the component, this one wires its data. Also triggers on @salesforce/platform-sdk imports, sdk.graphql.query / mutate / sdk.fetch calls, *.graphql files, or stale data needing force-refresh. New read/write work uses the current @salesforce/platform-sdk API; migrate only EXISTING old @salesforce/sdk-data callable code. Not for pure styling/layout with no records, app shell, file upload, or auth/search scaffolding. DO NOT TRIGGER for OAuth, object/field schema changes, Bulk/Tooling/Metadata API, or declarative automation.

Creates Field Service foundation data — Work Types, Skills, Service Territories, and Operating Hours. Accepts existing data in any format or designs from scratch, and confirms the design with the user. Use this skill when a user wants to create, design, or set up Field Service foundation data.

Create, read, update, and delete ManagedEventSubscription metadata in Salesforce. Use this skill for any work involving managed event subscriptions, platform event subscriptions, event channel subscribers, or .managedEventSubscription-meta.xml files. TRIGGER when: user asks to subscribe to a platform event, create a managed subscription, set up event replay, configure an event channel subscriber, update replay preset, activate or deactivate a subscription, delete a subscription, or manage ManagedEventSubscription metadata. SKIP when: user needs to create the platform event channel itself (use platform-custom-object-generate skill) or needs Flow-based event subscriptions (use automation-flow-generate skill).

Configure the embedded Agentforce Employee Agent so it replies inside the Microsoft Teams ITSM custom client ('Salesforce Employee Assist' / 'Ask AI Agent'). Use this for: 'set up employee agent in Teams', 'embed Agentforce agent in Teams', 'make the IT Service Employee Agent reply in Teams', 'Teams Ask AI Agent not responding', 'agent joins then leaves without replying', 'configure MIAW deployment for Teams employee agent', 'Teams embedded messaging agent setup'. Builds the whole stack headlessly (zero Setup-UI clicks): the Web messaging channel with User Verification ON, the Enhanced Chat User Verification Key Set (JWKS_URL) it requires, the Teams_AgentForce custom-client deployment, the routing flow to the agent, and the Agent Access permission set that lets the portal user reach the agent. DO NOT TRIGGER for enabling the Teams feature Salesforce Go page toggle (service-itsm-teams-configure) or for configuring notification preferences.

Use to make agents routable by Omni skills-based routing: ensure an Omni Skill exists, then assign it to each active agent through the classic Omni-Channel SkillUser junction. Idempotent — existing skills and user bindings are reused, and only missing bindings are created. Works on Service Cloud orgs without requiring Field Service. Triggers: set up skills-based routing agents, assign Omni skills to agents, make agents skill-routable, create an Omni skill and bind users, repair missing agent skill assignments. Do not use to author WorkSkillRouting rules, create agent users, or configure queues.

Generate the JSON config file that the Salesforce sandbox post-copy automation tool consumes, from a customer SOP in any format (PDF, xlsx, csv, JSON, docx, Markdown, plain text, or a screenshot of an endpoint table). Use when the user asks to create, build, generate, produce, or convert a post-copy or post-refresh automation config — turning a sandbox-refresh SOP into a JSON array of OutboundMessages and RemoteSiteSettings entries with ConfigurationName, Label, Fields, IsActive, and ExecutionOrder. Also trigger for phrasings like "post-copy config", "post-refresh automation JSON", "update the outbound message (OBM) endpoints after refresh", "convert this SOP to config", "remote site settings JSON", "refresh planner to JSON", or "sandbox refresh config". DO NOT TRIGGER when: user wants to deploy the generated config to an org (use platform-metadata-deploy), or apply/execute/run/dry-run the post-copy automation JSON against a sandbox (use automation-sandbox-post-copy-configure).

Custom Apex adapter generation for Salesforce Connect — connects any external REST API to Salesforce as live, queryable External Objects without ETL or data copying. TRIGGER when: user wants to connect a non-standard external API to Salesforce, asks to write a DataSource.Provider or DataSource.Connection, wants to surface external data as Salesforce records, says "connect my API to Salesforce without copying data", or asks whether custom Apex is the right approach for any system. Also trigger on: "custom adapter", "ExternalId field", "DataSource namespace". DO NOT TRIGGER when: user is configuring a standard adapter they already have and is NOT asking about custom Apex (e.g., OData endpoint setup, Snowflake connector config). DO NOT TRIGGER when: user wants to copy or bulk-sync data — use platform-data-manage. DO NOT TRIGGER for Apex callouts outside Connect — use platform-apex-generate or integration-connectivity-generate.

Configures and deploys enhanced chat Messaging Channels for Messaging for In-App and Web (MIAW). Use when the user needs to create, deploy, and activate a messaging channel configured with Omni-Channel Flow, Omni-Channel Queue, User, or Agentforce Service Agent routing. Generates MessagingChannel metadata, deploys it to the target org, and activates the channel with User Verification, pre-chat forms, automated responses, consent settings, and all customizable channel options via Metadata API. TRIGGER when the user mentions messaging channel, MIAW, enhanced chat, in-app messaging, web messaging setup, or references a .messagingChannel-meta.xml file. DO NOT TRIGGER when the user is configuring legacy Live Agent chat, Embedded Service deployments without messaging, or standard Omni-Channel routing rules without a messaging channel.

Configure a Trade Promotion Management (TPM) org's RTR (Real Time Reporting) export pipeline to push promotion measures into Data Cloud (Data 360) for Trade Promotion Effectiveness (TPE) dashboards. Use when a customer or admin wants to set up the RTR export for Data Cloud measures, configure the RTR report for TPE, or as a delegated step from consumer-goods-tpe-dashboard-configure.

Build a Salesforce LWC that uses native mobile device capabilities — barcode scanner, biometrics, location, NFC, calendar, contacts, document scanner, geofencing, AR space capture, app review, and payments. Use this skill when the user asks for an LWC that scans a barcode, captures a photo of a document, reads location or geofences, prompts for biometrics, reads/writes the device calendar or contacts, taps NFC, takes a payment, prompts for an app review, or scans an AR space. Also triggers on "lightning/mobileCapabilities", "mobile capability", "Nimbus", "device capability". Do not use for mobile offline / Komaci priming reviews (use `mobile-platform-offline-validate`) or for picking generic Lightning base components (use `design-systems-slds-apply`).

Use to configure and verify Agentforce agent-to-human escalation, including human handoff, a staffed fallback queue, and failure-threshold directives. Triggers: configure agent escalation, escalate to a human agent, agent handoff to a queue, configure a human escalation queue, set an Agentforce fallback handoff. Do not use to create an agent or configure inbound channel routing; use service-agentforce-channel-configure for inbound routing.

Grant a specific user access to CMDB (Configuration Management Database) data in Service Cloud ITSM against a production or sandbox org by assigning the license-backed CMDB permission sets (Configuration Item Reader, Owner, Type Reader, Type Manager) and their permission-set licenses. Use when the user asks to give someone CMDB access, assign CMDB permission sets, grant a user the Configuration Item Reader/Owner role, or fix a CMDB 403 FUNCTIONALITY_NOT_ENABLED that a user still hits after the CMDB feature is already enabled. Triggers on: assign CMDB permission set, grant CMDB access, give user Configuration Item access, CMDB access for user, user still gets CMDB 403 after enable. DO NOT TRIGGER when: the user wants to turn on the CMDB feature or provision the ITOM tenant for the whole org (that is the CMDB feature-enable skill), only install a CMDB content bundle, work with CMDB records directly, or assign general (non-CMDB) permission sets to users (use dx-org-permission-set-assign).

Deploy (install) the CMDB Foundation base content bundle in Service Cloud ITSM against a production or sandbox org, after the CMDB feature is enabled. Use when the user asks to install the CMDB bundle, deploy CMDB Foundation, set up the CMDB base content, install CMDB out-of-the-box content, or finish CMDB setup with the base bundle. Triggers on: install CMDB bundle, deploy CMDB Foundation, CMDB base content, CMDB content bundle, bundleInstallation, finish CMDB setup. DO NOT TRIGGER when: the user wants to enable the CMDB feature for the org (that is the CMDB feature-enable skill), assign CMDB permission sets to a user (that is the CMDB access-assign skill), install optional non-base add-on bundles, deploy general (non-CMDB) metadata or packages, or work with CMDB records directly.

Build, edit, and deploy Salesforce Data Capture Flows (processType DataCaptureFlow) — Field Service mobile / offline forms. Use when authoring flow-meta.xml with runtime_service_fieldservice:dc* components, Repeater loops (.AllItems), master-detail child record persistence, visual polish (gradient banners, progress bars, callouts), supporting objects with FLS/permsets, debugging DataCaptureFlow deploy errors, or troubleshooting why a deployed form doesn't appear on the FSL Mobile Forms tab (DDC/WorkPlan OWD + AssignedResource sharing prerequisites).

Deploy the deterministic half of Einstein Pre-Work Brief on Field Service Mobile to a target org — prompt template, Lightning Data Service, licenses and permission sets, the Work Order layout field, and a scheduled test Work Order. Use this skill when a user asks to deploy, set up, enable, or configure Einstein Pre-Work Brief on Field Service Mobile.

Use to configure, set up, or repair the Sales Management agent and Agentforce Pipeline Management in a Salesforce org. Automates metadata creation for flows, prompt templates, permission sets, and data source configuration. TRIGGER when: user wants to enable Pipeline Management, configure Sales pipeline features, set up the Sales Management agent for opportunity field updates (including autonomous updates), connect enabled data sources like Einstein Conversation Insights or Einstein Activity Capture, customize opportunity stage descriptions, configure post-meeting suggestions, verify or audit configuration status, fix partially configured orgs, or troubleshoot Pipeline Management metadata issues. DO NOT TRIGGER when: user wants to build a custom agent (use agentforce-generate), configure general Agentforce tracing (use platform-tracing-agentforce-configure), work with non-Sales agents, or enable Einstein Conversation Insights or Einstein Activity Capture from scratch (provisioning is out of scope).

Orchestrator skill for setting up Incident Management features in Salesforce Service Cloud ITSM. Use when the user asks to set up incident management, configure ITSM incident features, wants a guided walkthrough of incident management configuration, or asks what incident features are available to configure. Presents the available Incident Management capabilities and delegates each selection to a specialized child skill — currently SLA & Milestones — while tracking progress across the setup. Triggers on: set up incident management, configure ITSM incident features, incident management walkthrough, incident management capabilities, what incident features can I configure. DO NOT TRIGGER when: the user asks about a specific feature directly (e.g., an SLA alone without mentioning incident management setup), asks to create, clone, or provision users, Case management setup, or general ITSM questions without setup intent.

Use this skill when the user asks to add, embed, integrate, configure, style, or remove an agent, chatbot, chat widget, conversation client, or AI assistant in a UI Bundle project (React or Angular). TRIGGER when: project contains a uiBundles/*/src/ directory and the task involves adding or modifying a chat widget, chatbot, or conversational AI; files under uiBundles/*/src/ import AgentforceConversationClient in React `.tsx`/`.jsx` files, or use the app-agentforce-conversation-client element in Angular `.html` templates and AgentforceConversationClientComponent in `.component.ts` files; user asks to add any chat or agent functionality to a page. DO NOT TRIGGER when: user wants to create a custom agent, chatbot, or chat widget component from scratch; the project has no uiBundles directory.

Enable or disable the org preference that controls whether a Salesforce org can receive partner offers from the Transactable Marketplace. Use this skill when the user wants to turn partner offer reception on or off for an org. TRIGGER when: user asks to enable or disable partner offers, configure TransactableMarketplaceReceivePartnerOffers, configure enableTransactableMarketplaceReceivePartnerOffers, set up marketplace partner offer reception, toggle the TM partner offers setting, edit a TransactableMarketplacePrivateOffer.settings file, or configure org preferences related to transactable marketplace. DO NOT TRIGGER when: user needs to create or manage the partner offer records themselves, configure marketplace listing settings, or work with SfdcPartnerOffer objects (use platform-metadata-deploy or platform-apex-generate instead).

Configures Embedded Messaging Deployments for Messaging for In-App and Web (MIAW). Use when the user needs to create a new embedded messaging deployment from scratch using Connect API with defaults, or update an existing deployment's settings using Metadata API. Produces Connect API request payloads for new deployments and EmbeddedServiceConfig metadata XML for updates. TRIGGER when the user mentions embedded messaging deployment, embedded service deployment, MIAW deployment, messaging widget setup, chat widget configuration, embedded chat deployment, or references a .EmbeddedServiceConfig-meta.xml file. DO NOT TRIGGER when the user is creating a messaging channel (use service-digital-engagement-channel-configure), configuring legacy Live Agent embedded service, or generating the JavaScript code snippet for website embedding.

Patch an existing Data Capture Flow that's already deployed in a connected Salesforce org. Retrieves the live Flow Metadata JSON via the Tooling API, applies the user's requested change, and PATCHes it back. Use when the user names an existing flow and asks to add/remove/rename a field, change visibility, fix a bug, add visual polish, or swap a placeholder for a real component ('add a Notes field to Inventory_Transfer', 'fix the visibility rule on Work_Order_Number', 'make the parts repeater optional', 'replace the Signature placeholder with the real dcSignature component'). Do NOT use this skill to build a brand-new flow — that's fs-data-capture-form-designer followed by fs-data-capture-form-deployer.

Salesforce Connected Apps and External Client Apps OAuth configuration with 120-point scoring. Use this skill to configure OAuth flows, JWT bearer auth, Connected Apps, and External Client Apps in Salesforce. TRIGGER when: user configures OAuth flows, JWT bearer auth, Connected Apps, ECAs, or touches .connectedApp-meta.xml / .eca-meta.xml files. DO NOT TRIGGER when: configuring Named Credentials for callouts (use integration-connectivity-generate), reviewing permission policies (use platform-metadata-deploy), or writing Apex token-handling code (use platform-apex-generate).

Orchestrator for setting up Agentforce in Salesforce Service Cloud ITSM — Agentforce Studio enablement, the IT Service Fulfiller agent, the IT Service Employee agent, specialized employee agents, and human escalation. Use when the user asks to set up Agentforce for ITSM, enable Studio and the Fulfiller/Employee agents together, configure employee-agent escalation, wants a guided Agentforce ITSM walkthrough, or asks what Agentforce features are available for IT Service. Presents available Agentforce capabilities and delegates each selection to a specialized child skill while tracking progress. Triggers on: set up agentforce for itsm, configure agentforce studio and fulfiller, agentforce itsm walkthrough, what agentforce features for it service. DO NOT TRIGGER when: the user asks to enable Agentforce Studio alone, asks to create or activate the Fulfiller or Employee agent alone, asks to configure escalation alone, or asks about CMDB, Incident Management, Teams, or general ITSM setup without Agentforce intent.

Customize the Trade Promotion Effectiveness (TPE) Analytics dashboards' generic KPI slots (Promotion Measure 1-3, Tactic Measure 1-2) with customer-chosen KPI measure codes and display names, without touching the shipped base model. Use when a customer/admin wants to "customize TPE dashboards", "change the KPIs on the Promotion/Tactic Analysis dashboard", or "swap in our own measure codes on the TPE dashboard".

End-to-end Incident SLA setup for Service Cloud ITSM — creating a MilestoneType, an Incident-scoped SLA Policy (SlaProcess), attaching a Milestone with criteria, and wiring an Entitlement so Incidents derive an EntityMilestone with a computed TargetDate. Use when the user asks to configure SLA milestones on Incidents, create an SLA policy for Incident records, set up entitlement processes for ITSM, wire milestones so they appear on the Incident page, or enable SLA tracking for incident management. DO NOT TRIGGER when: the user asks about Case entitlements or Case SLA (not Incident), querying existing SLA policies without setup intent, general Entitlement sObject CRUD unrelated to Incident, or Milestone queries for reporting purposes only.

Assemble a Data Capture Flow from a JSON spec and deploy it to a connected Field Service org via the Tooling Flow sObject (JSON Metadata, no XML). Use when given a data-capture spec JSON and asked to build or deploy a DataCaptureFlow.

Design a Field Service Mobile Data Capture Flow from either a natural-language description OR a PDF/image of an existing paper form. Extracts field labels, types, required-state, and section structure into an intermediate JSON spec, confirms the plan with the user, then hands off to fs-data-capture-form-deployer for compile + deploy. Handles both input modes in one skill — prose ('build a Field Service form for asset inspection', 'make a DataCaptureFlow that asks the technician to…', 'create an inventory transfer form') and visual sources ('convert this PDF to a Data Capture Flow', 'make a Field Service form from this image', 'turn this paper form into a DataCaptureFlow'). Detects the input mode automatically from a .pdf/.png/.jpg/.jpeg path, else extracts from the prose. Do NOT use this skill to patch an already-deployed flow — that's fs-data-capture-form-editor.

Use this skill to set up and configure the Education Cloud Student Recruitment Agent (SRA) — the packaged Agentforce agent (namespace sturecruitment) that answers admissions FAQs, captures inquiries, registers campus tours, and files applications for prospective students. TRIGGER when the user wants to: create or configure an admissions, recruitment, or enrollment agent, set up the Student Recruitment Agent, deploy SRA to an Experience Cloud site, clone the SRA flows or permission sets, add the SRA subagents (Admissions and Enrollments FAQ; Admissions Application; Campus Tours, Visits, and Events Registration; Request for Information), wire Learning Program grounding, or build the escalation subagent. Guides platform enablement, permissions, grounding, agent creation, and channel deployment — API-first with UI fallback. DO NOT TRIGGER for the Transfer Credit Agent, generic Agentforce authoring (use agentforce-generate), or base Education Cloud domain enablement.

Integrates a Messaging for In-App and Web (MIAW) Embedded Messaging chat widget into an Experience Cloud site by patching the site's LWR or Aura page bundle, deploying, publishing, and verifying guest access. Use when the user wants to embed messaging on an Experience site, add a chat widget to a community, place the Embedded Messaging component on an LWR or Aura page, wire an embedded service deployment to a site, references the retrieved bundle artifacts (`content.json`, `homeGuestLayout.json`, or a `*.site-meta.xml` file), or automates the retrieve/patch-JSON/deploy/publish flow instead of clicking through Experience Builder. DO NOT TRIGGER when creating the messaging channel (use service-digital-engagement-channel-configure), when creating or updating the EmbeddedServiceConfig deployment (use service-digital-engagement-deployment-configure), or when generating a standalone JavaScript snippet for a non-Experience website.

Enable CMDB Asset Discovery in Service Cloud ITSM against a production or sandbox org by turning on the service-cloud-itsm-discovery-integration feature, then grant a user the Discovery page by assigning the IT Service Discovery Manager permission set and its license — the final CMDB setup layer, run after the CMDB feature, user access, and content bundle are in place. Use when the user asks to enable CMDB discovery, turn on asset discovery, enable service-cloud-itsm-discovery-integration, grant Discovery page access, or assign the Discovery Manager permission set. Triggers on: enable CMDB discovery, turn on asset discovery, service-cloud-itsm-discovery-integration, assign Discovery Manager access, CMDB discovery not enabled. DO NOT TRIGGER when: the user wants to enable the base CMDB feature, provision the ITOM tenant, assign the four CMDB Configuration-Item permission sets, install a CMDB content bundle, or work with CMDB records directly — those are earlier CMDB layers.

Create and activate an IT Service Employee agent as a Next-Gen Authoring (NGA) native agent from an ITSM Employee agent template's Agent Script, via the Salesforce CLI (sf): read the template, check idempotency, create the NGA bundle then publish and activate, verify live. Defaults to the broad IT Service Employee template; when the user names a specialized Employee template (Password Manager Assistance, Certificate Management, Onboarding, Hardware Request, and ~47 others catalogued in references/specialized-templates.md — all under the `svc_emp_intelligence__` namespace), pins that one instead. Idempotent per developer name. TRIGGER when the user asks to create/set up/provision/activate the Employee agent, the IT Service Employee agent, or a specialized Employee agent (password manager, certificate, onboarding, hardware request, etc.). DO NOT TRIGGER: prerequisite checks (service-itsm-agentic-setup-agentforce-studio-validate), CMDB CRUD, Fulfiller setup (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.

Validate the Agentforce for IT Service prerequisites for a Fulfiller or Employee agent, using the Salesforce CLI (sf). The READ-ONLY prerequisite check: it reads the Salesforce Go feature toggles behind the Agentforce for IT Service setup page (Agentforce Studio, the IT Service Fulfiller Template / IT Service Employee Template, Specialized Agent Templates for Employee) via one Connect API call, then a helper script classifies the chosen path into a READY / NOT-READY verdict. It never enables anything; when a toggle is off it hands off to agentforce-studio-configure to enable it. Use when asked to check Agentforce prerequisites, validate the org is ready for an ITSM agent, or verify Agentforce Studio is enabled. Triggers: check agentforce prerequisites, validate agentforce readiness, is my org ready for the fulfiller agent, verify agentforce studio enabled. DO NOT TRIGGER: enabling or turning on the toggles, creating the fulfiller agent (service-itsm-agentic-setup-fulfiller-agent-configure), or CMDB CRUD.

Grant a user the runtime permissions an activated ITSM agent's actions need so the actions do not fail on permission errors. After a Fulfiller or Employee agent is activated, this skill detects which platform feature permission sets are provisioned (Prompt Templates, Data Cloud, Unified Catalog), lets you pick a tier (user/agent vs admin) per feature and which user(s) to assign, then assigns them (license first when license-gated). It also creates a custom "Agent Access" permission set granting the activated agents you choose and assigns it to the user — all via the Salesforce CLI. Use to grant a user access to an activated agent, to assign prompt-template, data-cloud, or unified-catalog access, or to create an Agent Access permission set. DO NOT TRIGGER for enabling Agentforce for IT Service toggles, creating or activating an agent, the Fulfiller activation action-surfacing gap (service-itsm-agentic-setup-itsm-agentforce-permset-assign), CMDB access, or generic permission-set assignment.

Enable the Agentforce for IT Service Salesforce Go feature toggles (Agentforce Studio, Einstein Generative AI, the parent umbrella, and the Fulfiller/Employee agent templates) using the Salesforce CLI (sf). Turns ON org prefs via the Setup Discovery feature/{apiName}/enable Connect API route. Write-capable, idempotent, dependency-ordered, confirm-to-write required. Use when asked to enable Agentforce Studio, turn on Agentforce for IT Service, enable Einstein generative AI, or configure the org-level Agentforce for IT Service prerequisites. Triggers: enable agentforce studio, turn on agentforce for it service, enable einstein generative ai, configure agentforce org prefs. DO NOT TRIGGER: read-only prerequisite check (service-itsm-agentic-setup-agentforce-studio-validate), create/activate an agent (service-itsm-agentic-setup-fulfiller-agent-configure), or assigning permission sets.

Configure (enable OR disable) call recording and call transcription for Native Voice (Thunderbird Voice) programmatically via the Metadata API, for headless / API-driven support where no human uses the Service Console UI. Either preference can be turned on or off independently. Use this skill when a user asks to turn on/off, enable/disable, or configure Native Voice recording and/or transcription for headless or automated voice calls. TRIGGER when: users mention Thunderbird Voice, Native Voice, ThunderbirdVoiceSettings, enableCallRecording, enableCallTranscription, 'enable recording and transcription', 'turn off call recording', 'disable transcription', 'turn on call recording via API', headless voice recording, or configuring voice-call capture without clicking through Setup. DO NOT TRIGGER when: the user wants to redact or scrub PII from existing recordings, transcribe a supplied audio file, or author a Flow/Apex — those are out of scope for this skill.

Resolve missing ITSM Intelligence invocable actions so a Fulfiller NGA agent can activate. Reads which of the three Core Fulfiller persona permsets (IncidentFulfiller, ProblemFulfillerPermSet, ChangeRequestFulfillerPermSet) are provisioned, then assigns the running user the selected persona (plus backing PSL when license-gated) so svc_itsm_intelligence__* actions surface; hands off to service-itsm-agentic-setup-agentforce-studio-validate if none are provisioned. Use when the Fulfiller agent-configure skill reports missing actions on activate, when 'Invocable action svc_itsm_intelligence__X does not exist' surfaces, when a user asks to grant themselves Fulfiller prompt-template access, when asked to assign the Incident, Problem, or Change Fulfiller persona permission set, or when resolving missing ITSM Intelligence action access for the Fulfiller agent. DO NOT TRIGGER for Employee-agent access, Agentforce for IT Service toggles, agent creation, CMDB access, or generic permset assignment.