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

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.

Clarifying Questions

Collect from the user (ask only what is not already in conversation context):

The collected <masterLabel>, <developerName>, <label> are threaded through every call — <masterLabel> selects the row in agent-templates.data[] (which also carries the botDefinitionId idempotency key); <developerName>/<label> are used in the createBundleWithVersion body (both outer apiName/label AND the substituted internal config.developer_name/config.agent_label). The idempotency + verify reads key PRIMARILY on the template's botDefinitionId (or, after a fresh create, the publish response's publishedBotId) and fall back to the BotDefinition's AgentTemplate (the OOTB source template = Phase-1 template.id), then to the collected <developerName>, when that is null. A hardcode/collect mismatch on the create body diverges the bundle's outer identity from the script's internal identity.

Idempotency: keyed PRIMARILY on the template's botDefinitionId (Phase-1 agent-templates row — the platform's authoritative template→BotDefinition link), FALLING BACK first to the BotDefinition's AgentTemplate (the OOTB namespaced source template = Phase-1 template.id) and then to the collected <developerName>. The Phase-2 read is BotDefinition WHERE Id='<botDefinitionId>' OR AgentTemplate='<agentTemplate>' OR DeveloperName='<developerName>' (the OR AgentTemplate= half catches the broad pre-provisioned agent by its platform-stamped source template regardless of what DeveloperName it carries; the OR DeveloperName= half is both the last fallback for self-created agents — whose AgentTemplate is null — AND the guard for a dangling Id link whose target BotDefinition was deleted), + latest BotVersion.Status. Outcomes: no match on any key ⇒ create; Active ⇒ ALREADY-CREATED (skip write); Inactive ⇒ Phase-2b reactivation offer. Why the fallback keys: the broad agent ships pre-provisioned as IT_Service_Employee ≠ the guess IT_Service_Employee_Agent (a null-botDefinitionId template row too), so neither the primary key nor the developerName guess catches it — its AgentTemplate (svc_emp_intelligence__ItEmployeeAssistance) is the reliable, rename-immune key that matches it; and for an agent this skill creates (which back-fills neither botDefinitionId nor AgentTemplate), the developerName fallback is what catches a repeat run. The server does reject a duplicate DeveloperName at publish (unique-constraint → bundle cleanup), but only this read turns a repeat into a graceful skip instead of a DUPLICATE_VALUE.

Workflow

Substitute <alias> with the collected target org and <developerName> / <label> with the collected values. Full command shapes + per-phase verdict-branch handling live in references/workflow-detail.md — the phase summary below names each step and its load-bearing rule; the reference file holds the exact sf / node invocations to copy.

0. Phase 0 — Establish ${SCRATCH_DIR}. Before any phase writes a transient JSON file, invoke the deterministic helper (path is skill-root-qualified so it resolves regardless of the shell's CWD): SCRATCH_DIR="$(node "<skill_dir>/scripts/create-scratch-dir.mjs" "${outputDir:-}")". The helper picks the base dir (${TMPDIR}, else /tmp, else the harness ${outputDir} last-resort — scratch stays OUT of the scored ${outputDir} tree) and emits the created dir's absolute path on stdout. Every subsequent phase writes its transient JSON under ${SCRATCH_DIR}; the durable ${outputDir}/report.md stays under the harness dir.
1. Phase 1 — Preflight. Capture the Studio-access read into ${SCRATCH_DIR}/studio-access.json and the agent-templates read (with the required agentType=AgentforceEmployeeAgent query param) into ${SCRATCH_DIR}/agent-templates.json, then classify by passing both file paths, then the label (that arg order): node "<skill_dir>/scripts/classify-preflight.mjs" ${SCRATCH_DIR}/studio-access.json ${SCRATCH_DIR}/agent-templates.json "<masterLabel>" — pass the resolved <masterLabel> ("IT Service Employee" for the broad path or the picked specialization's masterLabel). The classifier emits template.botDefinitionId, template.id, and template.masterLabel from the matched row — capture all three; botDefinitionId is the primary Phase-2 idempotency key, template.id (the BotDefinition's AgentTemplate) the first fallback, and <developerName> the last fallback; masterLabel is the report's display label, not a key. Branch on verdict: READY ⇒ Phase 2; NOT-READY ⇒ prerequisite hand-off via AskUserQuestion (delegate to service-itsm-agentic-setup-agentforce-studio-validate employee path on "yes"); ERROR ⇒ surface + stop; studio.signal="CANNOT-CONFIRM" (confirmed 404) does not block.
2. Phase 2 — Idempotency (primary key botDefinitionId, fallbacks AgentTemplate then <developerName>). Take template.botDefinitionId and template.id from Phase 1. Present botDefinitionId ⇒ SOQL BotDefinition WHERE Id='<botDefinitionId>' OR AgentTemplate='<agentTemplate>' OR DeveloperName='<developerName>' (+ BotVersions subquery — required, else needsActivation is permanently false; the OR clauses make a dangling Id link — deleted target — fall back to the live agent instead of a false exists:false → duplicate create). Empty/null botDefinitionId ⇒ do NOT skip to create; read WHERE AgentTemplate='<agentTemplate>' OR DeveloperName='<developerName>' (the broad pre-provisioned agent is recovered by its OOTB source template even when its DeveloperName differs from the guess; a self-created agent carries a null AgentTemplate, so DeveloperName is its guard). <agentTemplate> is Phase-1 template.id. Either way classify via node "<skill_dir>/scripts/classify-agent-existence.mjs" ${SCRATCH_DIR}/bot-existing.json "<botDefinitionId-or-empty>" "<developerName>" "<agentTemplate>". Branch: exists:false ⇒ Phase 3 (create); exists:true + needsActivation:false ⇒ ALREADY-CREATED (skip to Phase 7); exists:true + needsActivation:true ⇒ Phase 2b. Non-zero exit ⇒ surface CLI error; never assume absent. Why the fallback keys: the broad agent ships pre-provisioned as IT_Service_Employee with a null template botDefinitionId, so neither the primary key nor the developerName guess (IT_Service_Employee_Agent) catches it — its AgentTemplate (svc_emp_intelligence__ItEmployeeAssistance) matches it by the platform-stamped source template; the developerName fallback catches self-created repeats — a miss on all three re-creates and hits DUPLICATE_VALUE.
3. Phase 2b — Reactivation offer. AskUserQuestion: "Employee agent <developerName> exists but latest version is Inactive. Activate it?". On Yes: POST /connect/bot-versions/<latestVersionId>/activation with {"status":"Active"} — skips Phases 3–6, straight to Phase 7. Aggregate verdict is ACTIVATED, not CREATED. On No: stop, no writes.
4. Phase 3 — Confirm-to-Write (REQUIRED, create path only). If ${outputDir} was provided, first render the checkpoint file via render-report.mjs with verdict:"PENDING CONFIRMATION" (skip for interactive runs). THEN raise the AskUserQuestion gate presenting developerName + label + "NGA-native from the Employee template's Agent Script". Proceed only on explicit "yes"; on "no" (including "hold off on activation" / "not yet" / any decline of the atomic chain), re-render with verdict:"DECLINED" and a one-line reason.
5. Phase 4 — Create. scripts/build-create-body.mjs ${SCRATCH_DIR}/agent-templates.json "<masterLabel>" "<developerName>" "<label>" ${SCRATCH_DIR}/create-bundle-body.json (helper re-reads Phase-1 templates JSON, HTML-decodes the matched agentScript, substitutes internal config.developer_name/config.agent_label, writes body to file — pass the same <masterLabel> used in Phase 1), then POST /nextgen-authoring/bundles --body @${SCRATCH_DIR}/create-bundle-body.json. Capture response id — that is the bundleVersionId for Phases 5–6, not bundleId. 403 FUNCTIONALITY_NOT_ENABLED/404 ⇒ trigger the Phase-1 hand-off; build-script exit 3 ⇒ surface stderr.
6. Phase 5 — Publish. POST /nextgen-authoring/bundle-versions/<bundleVersionId>/publish --body '{}' (empty body required). Success: { lastPublishedOn, publishedBotId, publishedBotVersionId } — this call creates the underlying BotDefinition/BotVersion. Any error ⇒ surface verbatim; never activate an unpublished version.
7. Phase 6 — Activate. POST /nextgen-authoring/bundle-versions/<bundleVersionId>/activate --body '{}'. Success returns an empty body — check exit code, do not parse a payload.
8. Phase 7 — Verify. SOQL BotDefinition WHERE Id='<id>' (+ BotVersions subquery) and classify — <id> is the create path's publishedBotId (captured from Phase 5) or, on the ALREADY-CREATED / reactivation path, the live matched Id the Phase-2 classifier returned (its botDefinitionId/agentId output — the actual BotDefinition.Id of the matched record), not the Phase-1 template botDefinitionId (which is null on a matchedBy:"developerName" fallback hit → the verify would run WHERE Id='' and falsely report failure after a successful skip/activation). Confirm exists:true, count:1, latestVersionStatus:"Active". Any discrepancy ⇒ report verbatim, do not fabricate success.
9. Phase 8 — Aggregate verdict. Emit CREATED / ALREADY-CREATED / ACTIVATED / FAILED (ACTIVATED on the Phase-2b path) + BotDefinition Id / bundle id by re-invoking render-report.mjs — the single source of report text. If ${outputDir} was provided, overwrite ${outputDir}/report.md; otherwise emit stdout as the turn-side report.

Rules / Constraints

Verification Checklist

• Resolved <masterLabel> before Phase 1 (broad default or specialization from references/specialized-templates.md, data[] filtered to svc_emp_intelligence__, disambiguated on id).
• Preflight classified by classify-preflight.mjs (PASS or documented CANNOT-CONFIRM); hand-off offered on FAIL; raw error surfaced on ERROR.
• Idempotency keyed on the template's botDefinitionId (Phase-1 row) with the BotDefinition's AgentTemplate (Phase-1 template.id) as the first fallback and the collected developerName as the last; BotDefinition WHERE Id='<botDefinitionId>' OR AgentTemplate='<agentTemplate>' OR DeveloperName='<developerName>' (the ORs cover a null/dangling botDefinitionId, the pre-provisioned broad agent whose DeveloperName differs from the guess, and self-created agents with a null AgentTemplate) + latest BotVersion.Status (subquery present) read + classified before any write.
• If needsActivation:true, Phase-2b reactivation offer presented — no silent skip, no duplicate create.
• Explicit user confirmation at Phase 3 (create) or Phase 2b (reactivation) before any write.
• Bundle body built by build-create-body.mjs, POSTed via --body @<file> with the collected developerName/label; or write correctly skipped.
• Same bundleVersionId (response id) used for publish + activate; reactivation used POST /connect/bot-versions/<id>/activation; legacy createAgent never called.
• Phase-7 verify confirmed BotDefinition present + latest version Active.
• Access token never extracted; final verdict + BotDefinition/bundle Id reported.

Output Format

The report layout is generated deterministically by scripts/render-report.mjs — the single source of report text for both the chat turn and the harness's ${outputDir}/report.md. Never hand-compose the layout in prose (A9); always shell out to the helper. Full rendered shape, report-state JSON schema, and checkpoint-write rules live in references/report-format.md.

Terminal verdicts: CREATED | ALREADY-CREATED | ACTIVATED | PENDING CONFIRMATION | DECLINED | FAILED. When ${outputDir} is set, write at Phase 2, Phase 6 (or Phase 2b), and Phase 8 — each write overwrites the same file. Skip these writes in interactive/chat surfaces.

Reference File Index

• references/specialized-templates.md — catalog + namespace filter + id-based disambiguation (before Phase 1 on any specialization).
• references/workflow-detail.md — exact sf/node commands + full verdict-branch narrative per phase.
• references/cli-invocation.md — command shapes, never-extract-token rule, ITSM Connect API reference, helper-script contracts.
• references/reactivation.md — Phase-2b activation call + full idempotency verdict table.
• references/report-format.md — rendered shape, phase-state JSON schema, three-checkpoint write policy.
• references/error-taxonomy.md — response-body error codes + recurring foot-guns (any non-2xx / empty body / script non-zero exit).