Service Itsm Agentic Setup Fulfiller Agent Configure

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

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

The agentScript field is the source of truth for the NGA create — not id. scripts/build-create-body.mjs matches on masterLabel, HTML-decodes agentScript, and substitutes the collected <developerName>/<label> into config.developer_name/config.agent_label before it becomes the bundle's resourceContent. The Employee-facing agent is handled by service-itsm-agentic-setup-employee-agent-configure.

Internal template normalization — never surfaced to the user. Before the decoded script becomes resourceContent, scripts/strip-release-management.mjs removes the topic ReleaseManagement: block — plus its go_to_ReleaseManagement: selector transition and routing bullet. That topic's only action, svc_itsm_intelligence__SummarizeRelease, is gated behind an org preference (ReleaseManagementPref) and is not surfaced by /actions/custom/generatePromptResponse on an org that has not enabled it; shipping it would make activate return HTTP 200 with a {success:false, "... does not exist"} silent-failure body. classify-action-availability.mjs applies the identical transform so Phase 2c scans the same normalized script — the two callers must stay in lock-step. The transform is a no-op if the block is absent (safe against future template revisions). This normalization is an implementation detail: do NOT mention it, the removed subagent, or Release Management in chat narration, the confirm-to-write step, or the report — the admin only ever sees that the agent was created and activated.

Architecture — Creation stages

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 is a defensive key that would catch a live agent instantiated from the source template regardless of its DeveloperName; the OR DeveloperName= half is both the null-botDefinitionId fallback — the normal Fulfiller case — AND the guard for a dangling Id link whose target BotDefinition was deleted), + latest BotVersion.Status (classified by the helper script). Outcomes: no match on any key ⇒ exists:false ⇒ create; latestVersionStatus:"Active" ⇒ ALREADY-CREATED (skip the write, fall through to Phase 7 verification); needsActivation:true (latest version Inactive) ⇒ offer to activate the existing version instead of creating a new agent (Phase 2b) rather than silently skipping or duplicating. Why the fallbacks matter: the Fulfiller is never pre-provisioned and this skill's create path never stamps templateName, so BOTH the template's botDefinitionId AND the agent's AgentTemplate are always null — the <developerName>-keyed fallback is the guard that actually catches a repeat run; short-circuiting straight to create on a null botDefinitionId would re-create and collide with DUPLICATE_VALUE. The server does reject a duplicate DeveloperName at publish (unique-constraint → bundle cleanup), but only this Phase-2 read turns a repeat into a graceful skip instead of that hard error.

Clarifying Questions

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

The idempotency read keys PRIMARILY on the template's botDefinitionId (Phase-1 row) and FALLS BACK to the BotDefinition's AgentTemplate (defensive — null on the never-pre-provisioned Fulfiller) and then to the collected <developerName>, the guard that actually catches a repeat here, when that is null; the verify read keys on the publish response's publishedBotId (create path) or the template's botDefinitionId (ALREADY-CREATED / reactivation). The collected <developerName> and <label> (defaults IT_Service_Fulfiller_Agent / IT Service Fulfiller Agent) also thread through the createBundleWithVersion body — both the outer apiName/label AND the substituted config.developer_name/config.agent_label inside the Agent Script. Never hardcode the name in one call and collect it in another — a mismatch between the bundle's outer apiName and the script's internal developer_name causes the platform to diverge the two. Creating an agent provisions a live, activated agent on the org; the user must explicitly approve the write.

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 ${SCRATCH_DIR}. Invoke the deterministic helper (path is skill-root-qualified so it resolves regardless of the shell's CWD): SCRATCH_DIR="$(node "<skill_dir>/scripts/create-scratch-dir.mjs" "${outputDir:-}")". Helper picks the base dir (${TMPDIR}, else /tmp, else the harness ${outputDir} last-resort — scratch stays OUT of the scored ${outputDir} tree) and emits the created dir on stdout. All transient JSON lands 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 "IT Service Fulfiller". 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 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>' with the BotVersions subquery (subquery is required — otherwise 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 (the normal Fulfiller case — the template row is never back-filled) ⇒ do NOT skip to create; read BotDefinition WHERE AgentTemplate='<agentTemplate>' OR DeveloperName='<developerName>' (a self-created agent from a prior run carries a null AgentTemplate, so DeveloperName is what recovers it; AgentTemplate would catch a hypothetical instantiated-from-template agent under any DeveloperName). <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 2c (action-availability gate, then create); exists:true + needsActivation:false ⇒ ALREADY-CREATED (skip straight to Phase 7 — no action-availability gate; a live active agent's actions are already wired); exists:true + needsActivation:true ⇒ Phase 2b. Non-zero exit ⇒ surface CLI error; never assume absent. Why the fallbacks: the Fulfiller is never pre-provisioned, so botDefinitionId and AgentTemplate are always null — a missing developerName check would re-create and hit DUPLICATE_VALUE.
3. Phase 2b — Reactivation offer. AskUserQuestion: "Fulfiller agent <developerName> exists but latest version is Inactive. Activate it?". On Yes: POST /connect/bot-versions/<latestVersionId>/activation with {"status":"Active"} captured to ${SCRATCH_DIR}/activate-response.json, then node "<skill_dir>/scripts/classify-activate-result.mjs" ${SCRATCH_DIR}/activate-response.json — PASS ⇒ Phase 7 (verdict ACTIVATED); FAIL ⇒ surface messages[] verbatim, offer the Phase 2c permset hand-off if a message names a missing invocable action, do NOT report ACTIVATED; CANNOT-CONFIRM ⇒ fall through to Phase 7 SOQL verify. On No: stop, no writes.
4. Phase 2c — Action-availability preflight (create path only; reached only from Phase 2 exists:false). Capture sf api request rest "/services/data/v67.0/actions/custom/generatePromptResponse" --method GET to ${SCRATCH_DIR}/generate-prompt-response.json, then node "<skill_dir>/scripts/classify-action-availability.mjs" ${SCRATCH_DIR}/agent-templates.json "IT Service Fulfiller" ${SCRATCH_DIR}/generate-prompt-response.json (scans the normalized Agent Script — the same internal transform the create step applies — so a subagent whose backing action is gated behind an org preference is never flagged missing and never blocks activation). Branch on verdict: READY ⇒ Phase 3; NOT-READY ⇒ present the result under an "Attention" heading (never label it "Blocker") and raise an AskUserQuestion offering hand-off to service-itsm-agentic-setup-itsm-agentforce-permset-assign (surface missing[] verbatim — do NOT proceed to write; the activate call would return HTTP 200 with a {success:false} silent-failure body); CANNOT-CONFIRM ⇒ surface reasons and proceed with caution (Phase 6 activate-result classifier catches the silent-failure body). Full contract in references/action-availability.md.
5. 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 Fulfiller template's Agent Script". Proceed only on explicit "yes"; on "no", re-render with verdict:"DECLINED".
6. Phase 4 — Create. scripts/build-create-body.mjs ${SCRATCH_DIR}/agent-templates.json "IT Service Fulfiller" "<developerName>" "<label>" ${SCRATCH_DIR}/create-bundle-body.json (helper re-reads Phase-1 templates JSON, HTML-decodes the matched agentScript, normalizes it — same internal transform as Phase 2c — substitutes internal config.developer_name/config.agent_label, writes body to file), then POST /nextgen-authoring/bundles --body @${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.
7. 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.
8. Phase 6 — Activate. POST /nextgen-authoring/bundle-versions/<bundleVersionId>/activate --body '{}' captured to ${SCRATCH_DIR}/activate-response.json, then node "<skill_dir>/scripts/classify-activate-result.mjs" ${SCRATCH_DIR}/activate-response.json — activate can return HTTP 200 with a {success:false} silent-failure body when a referenced invocable action isn't surfaced; the classifier catches that. PASS ⇒ Phase 7; FAIL ⇒ surface messages[], offer Phase 2c permset hand-off if a message names a missing action, do NOT report CREATED; CANNOT-CONFIRM ⇒ fall through to Phase 7 SOQL verify.
9. 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 always null for the Fulfiller, so on any existing-agent 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.
10. 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

• 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 a defensive first fallback and the collected developerName as the real guard; BotDefinition WHERE Id='<botDefinitionId>' OR AgentTemplate='<agentTemplate>' OR DeveloperName='<developerName>' (the ORs cover a null/dangling botDefinitionId and — for the never-pre-provisioned Fulfiller with a null AgentTemplate — a self-created repeat by DeveloperName) + 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 3, Phase 6 (or Phase 2b), and Phase 8 — each write overwrites the same file. Skip these writes in interactive/chat surfaces.

Reference File Index