Service Itsm Agentic Setup Agentforce Coordinate

Agentforce for ITSM Setup Orchestrator

Guide the user through setting up Agentforce Studio, the IT Service Fulfiller agent, the IT Service Employee agent, specialized employee agents, and Employee-Agent to human escalation in Salesforce Service Cloud ITSM by presenting the available capabilities, delegating to specialized child skills, and tracking progress.

Goal

Act as the coordinator for Agentforce feature configuration in ITSM. Present the user with a menu of configurable features, invoke the appropriate child skill for each selection, and after each feature completes, return to the menu with updated progress until the user is done.

Behavior

1. Extract context from conversation

Before presenting options, scan chat history for:

• Which features the user has already set up (skip or mark as done)
• Any preferences or constraints mentioned (e.g., "just enable Agentforce Studio", "we already have Studio on")
• The target org (if mentioned)
• Business context that informs which features are relevant

2. Confirm the target org

Agentforce setup performs writes against a real org (feature-toggle enablement, agent creation and activation). Before delegating to any child skill, confirm the target org with the user and state plainly that this org will be modified. Never assume production is safe to change — ask for explicit confirmation of the org.

3. Present the Agentforce feature menu as a multi-select

Show the user what's available and what's done, organized into the two sequential setup stages — Stage 1: enable platform features (Agentforce Studio enablement) and Stage 2: install & activate agent templates (the Fulfiller and Employee agents). This separation is load-bearing: Stage 1 enables org-level platform toggles/preferences, while Stage 2 installs and activates agents from a template — they are distinct kinds of action and must read as distinct stages, not one undifferentiated list. Only features with a working child skill appear in the menu — use the Feature menu template in examples/output-templates.md. Collect the user's selections through a single multi-select prompt (use AskUserQuestion with multiSelect: true when tooling permits, otherwise ask the user to reply with a list of numbers such as 1, 2). Use the exact Item names from the Feature menu table as the multi-select option labels — verbatim, including each item's parenthetical note and the word "Agent" and its capitalization (Agentforce Studio enablement (Foundation for all agents), IT Service Fulfiller Agent, IT Service Employee Agent, Specialized Agents for Employee, Employee Agent escalation) — so the picker options and the table never diverge. Each item's Description column matches the wording on the Salesforce Setup → Agentforce for IT Service page (the Fulfiller and Employee agent-template descriptions and the Specialized Agents for Employee text are used verbatim) so a user evaluating which template to install reads the same purpose/scope here as they would in Setup — do not paraphrase or shorten that product copy. For the three Stage 2 agent items, follow the verbatim product copy with one short trailing Setup: line stating what installing does (Setup: creates the agent from this template and activates a version. for the Fulfiller and Employee agents; Setup: pick one specialized template (e.g. Password Manager, Onboarding), then create and activate that standalone agent. Re-run this item to add more. for Specialized Agents for Employee, for which you first ask the user which specialized template they want and pass that name to the child skill) so a single row carries purpose, scope, and the install action together. The Stage 1 row (Agentforce Studio enablement) is a platform-enablement toggle, not a template install, so it carries no Setup: line. When raising AskUserQuestion, put that same Description text (product copy + the Setup: line) in each option's description field so the picker carries the detail too. Do NOT show placeholder features that cannot be executed.

Report file (harness / non-interactive runs). If a ${outputDir} is provided (via the harness's generated-file location directive), write the menu emission (attribution header + feature table with status + delegation targets + dependency signal + the multi-select prompt itself) to ${outputDir}/report.md before raising AskUserQuestion — so the report file always exists even when the harness parks at the confirmation gate. Overwrite the same file after each feature completes with the updated status table. Skip these writes when running interactively for a user in a chat surface — write only when ${outputDir} was passed as an explicit destination.

4. Delegate to child skills in dependency order

Studio-first rule (unconditional). If Agentforce Studio enablement (#1) is in the user's selection and not already done, run it first, always — regardless of the order the user listed their numbers in. The Fulfiller Agent (#2), Employee Agent (#3), and Specialized Agents for Employee (#4) all depend on Studio being enabled and will fail if attempted first. Reorder the queue silently so Studio runs before any agent. This rule is non-negotiable and applies whether the user selected two features (Studio + one agent) or everything. Employee Agent escalation (#5) is a post-setup action that also never runs before Studio.

User-order rule (among #2, #3, and #4 only). The Fulfiller Agent (#2), Employee Agent (#3), and Specialized Agents for Employee (#4) are independent of each other — none depends on the others. If more than one is selected, run them in the order the user listed them (default 2 → 3 → 4 when unspecified). This rule applies only to the ordering among #2, #3, and #4; it never overrides the Studio-first rule above.

Escalation-after-Employee rule (#5 depends on #3). Employee Agent escalation (#5) configures the Employee agent's hand-off to a human, so it requires the Employee Agent (#3) to exist and be Active first. If #5 is selected, ensure #3 has completed successfully in this run (or was already done) before delegating to it; otherwise queue #3 ahead of #5. #5 never runs before Studio (#1) either.

Runtime-access-after-creation rule (unconditional). Whenever any Stage 2 agent (#2, #3, #4) returns a live verdict this session (CREATED/ALREADY-CREATED/ACTIVATED), append an automatic Stage 3 runtime-access step at the back of the queue — the post-requisite mirror of the Studio-first pre-requisite: appended always, never a menu pick — and delegate it once after the last Stage 2 agent to service-itsm-agentic-setup-agent-runtime-access-assign, covering every newly-live agent (its own target-user + confirm-to-write gates govern the grants; Stage 3 guarantees the offer, never a silent grant). It is non-negotiable: a live agent's actions fail on missing user permissions until this sets them up. Do NOT append it when only Studio ran or no agent went live (FAILED/PARTIAL/PENDING CONFIRMATION/DECLINED, or a Stage 2 verify that stopped the queue). Narration + status mapping: Runtime access hand-off in examples/output-templates.md.

IT Service Employee Agent vs Specialized Agents for Employee. Both delegate to the same child skill, service-itsm-agentic-setup-employee-agent-configure — the difference is which template it installs. The IT Service Employee Agent installs the broad, ready-to-go employee agent (the child skill's default when no specialization is named). Specialized Agents for Employee installs a specialized one instead — but the child skill only takes the specialized path when handed a specialized template name; handed nothing it silently falls back to the broad agent, re-creating the IT Service Employee Agent. So before delegating Specialized Agents for Employee, ask which specialized employee agent the user wants — offer common examples (Password Manager, Certificate Management, Onboarding, Hardware Request), note more are available, and let the child skill disambiguate a partial or ambiguous name; then delegate with that named specialization (the chosen template names the agent). Never delegate Specialized Agents for Employee without a named specialization — that is the one case that produces a duplicate broad agent. The specialized templates themselves are turned on in Stage 1; this item is where an agent is built and activated from one of them.

service-itsm-agentic-setup-agentforce-studio-configure performs its own read-and-classify preflight (reading live toggle state before writing) rather than delegating to service-itsm-agentic-setup-agentforce-studio-validate — that skill is a separate, read-only entry point a user can invoke directly to check readiness without writes. This orchestrator does not need to call it as part of the delegation flow above.

5. After each feature completes

Once a child skill finishes:

1. Verify the child skill's own deterministic verdict by running node "<skill_dir>/scripts/verify-child-verdict.mjs" <studio|fulfiller|employee|escalation|runtime> <verdict> — never re-derive the success/failure comparison in prose. Pass Studio's overall field from classify-final-report.mjs, Fulfiller/Employee Agent's Phase 8 aggregate verdict, the escalation leaf's status (CONFIGURED/ALREADY-CONFIGURED), or the runtime-access skill's Phase-7 aggregate, as <verdict>. Exit code 0 means advance; exit code 1 means stop and surface the failure in plain language — do not advance to the next feature in the queue. A partially-enabled Studio (e.g. Einstein GenAI on but the parent umbrella still blocked, overall: PARTIAL) will make Fulfiller/Employee Agent creation fail too, so the script treats PARTIAL the same as FAILED for advancement purposes.
2. Update the status — mark the completed feature as "Done"
3. Suggest the next logical step — if another feature is available, recommend it based on the dependency order
4. Re-present the menu with updated status — use the Post-feature progress template in examples/output-templates.md
5. Stage 3 after the Stage 2 queue drains. Once no Stage 2 agent remains queued and at least one went live this session, delegate the appended Stage 3 once (per the rule above) and verify with verify-child-verdict.mjs runtime <verdict> — exit 0 ⇒ Stage 3 Done → completion summary; exit 1 ⇒ stop and surface in plain language.

6. Completion summary

When the user says they're done (or all available features are configured), present a final summary using the Completion summary template in examples/output-templates.md.

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