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.

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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.

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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.

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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.

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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.

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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.

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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) by re-invoking render-report.mjs — the single source of report text. Never surface internal record IDs — the bundle version id, publishedBotId/BotDefinition, or BotVersion — in the verdict, chat narration, or the report; they are captured only to drive the publish/activate/verify calls and mean nothing to the admin. Report by status/name only ("created and activated"), never "Bundle created (version id …)" / "Published (BotDefinition …)". If ${outputDir} was provided, overwrite ${outputDir}/report.md; otherwise emit stdout as the turn-side report.
11. Phase 9 — Runtime-access hand-off (REQUIRED on a live-agent verdict). When the Phase-8 verdict is CREATED, ALREADY-CREATED, or ACTIVATED (a live agent now exists), raise an AskUserQuestion — the same enforced hand-off pattern as the Phase-1 prerequisite and Phase-2c permset offers — asking whether to set up the agent's runtime access now: "The agent is live, but its actions call platform features (Prompt Templates, Data Cloud, Unified Catalog) a user can't run until access is granted, so it fails when opened. Set up runtime access now?". On Yes, delegate to service-itsm-agentic-setup-agent-runtime-access-assign (it runs its own target-user selection + confirm-to-write gate). On No, stop — the report's "set up access" next-step line stands as the record. Do NOT raise this on PENDING CONFIRMATION, DECLINED, or FAILED (no live agent to grant access to). This is an enforced AskUserQuestion, not report prose — render-report.mjs still emits its plain-language "set up access" line unchanged; the question is what guarantees the offer is actually made every time.

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