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Agent skill

Service Itsm Teams Employee Agent Configure

by forcedotcom in forcedotcom/sf-skills

Configure the embedded Agentforce Employee Agent so it replies inside the Microsoft Teams ITSM custom client ('Salesforce Employee Assist' / 'Ask AI Agent').

Apache-2.0Auto-check passedSales & Support

Install Service Itsm Teams Employee Agent Configure

skills CLI
$ npx skills add forcedotcom/sf-skills --skill service-itsm-teams-employee-agent-configure -a claude-code

Project install by default; add -g for ~/.claude/skills/.

GitHub CLI
$ gh skill install forcedotcom/sf-skills service-itsm-teams-employee-agent-configure --agent claude-code

Project scope by default; add --scope user for a personal install. Needs GitHub CLI 2.90.0 or later (public preview).

Manual copy
$ git clone --depth 1 https://github.com/forcedotcom/sf-skills.git skills-src && mkdir -p .claude/skills && cp -r skills-src/skills/service-itsm-teams-employee-agent-configure .claude/skills/service-itsm-teams-employee-agent-configure && rm -rf skills-src

Use ~/.claude/skills/ instead of .claude/skills for a personal install. The folder must contain SKILL.md.

Claude Code skills documentation · loads skills from .claude/skills/

Facts

Skill name
service-itsm-teams-employee-agent-configure
GitHub stars
1.1k
Token cost
~2.8k tokens
SKILL.md length
1,186 words
Files
3 (incl. references, assets)
Skills in repo
252
Repo updated
First seen
Licence
Apache-2.0

At a glance

Configure the embedded Agentforce Employee Agent so it replies inside the Microsoft Teams ITSM custom client ('Salesforce Employee Assist' / 'Ask AI Agent').

  • Works in 5 steps: Enhanced Chat User Verification Key Set… → Messaging channel, deployment type Web,… → Create the Teams_AgentForce Embedded… → …
  • Enabling the Teams feature Salesforce Go page toggle (service-itsm-teams-configure)
  • SKILL.md covers Scope, Prerequisites, The causes of "agent joins… and Verified recipe (summary —…, plus 1 more section
  • Instructions only: no scripts, shell commands, URLs or credentials in SKILL.md

What it does

Service Itsm Teams Employee Agent Configure is an agent skill from forcedotcom/sf-skills. 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…

Its SKILL.md is about 2.8k tokens, which your agent loads only when the skill is triggered. The skill folder holds 4 other files, including reference files and assets (for example `references/teams-embedded-employee-agent.md`).

It sits in Sales & Support, covering CRM management and Deployment. It works with Salesforce and Microsoft Teams. The repository describes itself as: Salesforce's curated collection of agent skills for building applications. Optimized for Agentforce Vibes, compatible with all AI tools. The licence is Apache-2.0.

When your agent uses it

  • Enabling the Teams feature Salesforce Go page toggle (service-itsm-teams-configure)
  • For configuring notification preferences

Example prompts

  • “Salesforce Employee Assist”
  • “Ask AI Agent”
  • “set up employee agent in Teams”
  • “/service-itsm-teams-employee-agent-configure”

Workflow steps

5 steps, taken from the first numbered list in SKILL.md.

  1. Enhanced Chat User Verification Key Set — Metadata-deploy a PublicKeyCertificateSet with
  2. Messaging channel, deployment type Web, domain = the Employee Site URL — Metadata-deploy
  3. Create the Teams_AgentForce Embedded Service Deployment (ESD) — the deployment the Teams
  4. Create a permission set (e.g. "Agent Access") enabling the IT Service Employee Agent and
  5. Retest from a brand-NEW Teams chat — existing sessions stay bound to the old deployment.

What it can do on your machine

Read from SKILL.md and the folder at commit 4bbae5c. It shows what the files ask for, not the result of running them.

  • Tool permissions

    Pre-approves nothing: there is no allowed-tools line, so your agent's usual permission prompts apply.

    From allowed-tools in the SKILL.md frontmatter.

  • Runs code

    No scripts in the folder and no shell commands in SKILL.md.

    From the folder's file list and the shell code blocks in SKILL.md.

  • Network

    No URLs in SKILL.md.

    From URLs in SKILL.md, links to its own repository left out.

  • Credentials

    Names no API keys, tokens, secrets or passwords.

    From names ending in _API_KEY, _TOKEN, _SECRET, _KEY or _PASSWORD in SKILL.md.

Context cost

Service Itsm Teams Employee Agent Configure loads about 2.8k tokens when it runs, and up to ~10k if it reads all its reference files. Until then it costs about 249 tokens; SKILL.md has 1,186 words of instructions outside code blocks.

Always · name and description, kept in context so the agent knows when to use it
~249
When it runs · the whole SKILL.md, loaded when a task matches
~2.8k
With references · SKILL.md plus every file in references/, read only if the agent opens them
~10k

Estimates: characters ÷ 4, the usual rule of thumb; real counts depend on the model's tokenizer. Scripts and assets cost tokens only if the agent reads them.

Safety

Auto-check passed

The automated check found no risky patterns in SKILL.md.

Automated static check — not a guarantee. Review scripts before installing. It scans the text of SKILL.md for risky patterns (piping downloads into a shell, reading credential files, hidden Unicode, destructive commands); files beside SKILL.md are not scanned.

SKILL.md

The full file from forcedotcom/sf-skills at commit 4bbae5c, republished under its Apache-2.0 licence (© forcedotcom). 1,186 words, ~2,754 tokens.

Download SKILL.mdSave it as .claude/skills/service-itsm-teams-employee-agent-configure/SKILL.md (or your agent's skills folder). This skill also uses 2 other files; get the full folder from GitHub.
name
service-itsm-teams-employee-agent-configure
description
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.
metadata.version
1.0
metadata.domains
Service
metadata.minApiVersion
67.0
metadata.relatedSkills
experience-portal-create, service-itsm-agentic-setup-employee-agent-configure, service-itsm-channels-coordinate, service-itsm-teams-configure…

Configure the Embedded Agentforce Employee Agent in Microsoft Teams

Make the embedded Agentforce agent ("IT Service Employee Agent") actually reply inside the Microsoft Teams ITSM custom client ("Salesforce Employee Assist" → "Ask AI Agent"). The Teams custom client loads a Messaging-in-App-and-Web (MIAW) deployment at runtime by its esDeveloperName, which is hard-wired to Teams_AgentForce in committed Core config (service-cloud-requestor-agent-miaw.configuration.json / the Teams app manifest) — so the Embedded Service Deployment must be named exactly Teams_AgentForce and cannot be renamed per-org.

This is the hardest, most under-documented part of Teams ITSM. The full build-from-scratch recipe — verified live against a real org — lives in:

→ references/teams-embedded-employee-agent.md

Execute one step at a time. These steps make real, state-changing API calls. Run a single operation, show its result, confirm it succeeded, then proceed — do not batch multiple setup calls into one parallel block.

Scope

  • In scope: Building the MIAW channel + deployment the Teams custom client loads entirely via API (zero Setup-UI clicks) — a Web Enhanced-messaging channel with User Verification ON (auth mode = Auth) backed by an Enhanced Chat User Verification Key Set (PublicKeyCertificateSet, type JWKS_URL, endpoint <Org>/id/keys, issuer = Employee Site URL), the Teams_AgentForce custom-client Embedded Service Deployment, and an Omni-Flow routing flow whose routeWork action targets a real, Active Agentforce Employee Agent. Creating and assigning the Agent Access permission set that grants the portal user access to the agent (the step that makes it actually reply). Verifying the token/routing chain end to end via API and diagnosing the "joined then left / no reply" symptom.
  • Out of scope: Enabling the Teams feature Salesforce Go page toggle and Azure/SSO/Named-Credential setup (service-itsm-teams-configure). Creating the employee portal/site (experience-portal-create). Fixing the Agentforce agent's own GenAI planner / Omni-Channel presence / capacity only after the auth-ON + Key Set chain and Agent-Access-assigned are all confirmed and the session still stays queue-owned with no agent reply — that residual case is an agent-runtime concern owned by the Agentforce Employee Agent team (see the "joins then leaves" section in the reference).

Prerequisites

  • Teams ITSM feature enabled and the employee portal site live (run service-itsm-teams-configure and experience-portal-create first). You need the Employee Site URL (e.g. https://<org>.my.site.com/empPortal) and the org's My Domain URL.
  • A real, Active Agentforce Employee Agent exists (SELECT Id FROM BotDefinition WHERE Type='InternalCopilot' AND AgentType='AgentforceEmployeeAgent', with an Active BotVersion). If none exists, create it first — enabling the service-cloud-it-service-employee-agent Go feature may auto-provision it, but that is not guaranteed (verified: in one org the feature enabled but provisioned nothing). The reliable way to deploy it is service-itsm-agentic-setup-employee-agent-configure (which reads the shipped Employee template's Agent Script and creates + publishes + activates the agent as an NGA-native bundle); the equivalent underlying path is the ITSM Connect agent-templates install + activate against EmployeeCopilot__AgentforceEmployeeAgent. Deploy the agent first, then run this skill to embed it in Teams. See the "Prerequisite: the IT Service Employee Agent must exist" section in the reference for both paths and their gotchas.

The causes of "agent joins then leaves" (read this before building)

The agent replies only when the whole chain is intact — missing a link produces the classic "agent joins the conversation, then leaves, no reply" symptom. All are fixable in this skill:

#RequirementSymptom if missingFix
1Channel auth mode = Auth (User Verification ON) WITH a Key Set attached/unauthenticated/access-token → BAD_REQUEST "Set the auth mode to false" (auth ON but no Key Set → client fell back to the unauthenticated endpoint); or 401 on /eventrouter/v1/sse (Key Set endpoint/issuer wrong)Attach a JWKS_URL Key Set (endpoint <Org>/id/keys, issuer = Employee Site URL) and link it into the channel — do not turn auth off
2Portal user has an Agent Access permission set enabling the IT Service Employee AgentTokens mint and SSE connects, but the agent joins then leaves with zero ConversationEntryCreate + assign a permission set with Agent Access → the agent
3The Teams_AgentForce ESD exists + is publishedSELECT Id FROM EmbeddedServiceConfig WHERE DeveloperName='Teams_AgentForce' → 0 rows; Teams can't load a missing deploymentMetadata-deploy the API-type ESD + Connect-publish it (step 3)

This reverses an earlier version of this skill that told you to turn User Verification OFF and never attach a Key Set. That was diagnosed on a build that flipped auth ON but forgot the Key Set, so the Teams client used the unauthenticated endpoint and hit "Set the auth mode to false." The verified, product-blessed fix is auth ON + a JWKS_URL Key Set (screenshot-confirmed live), which puts the client on the authenticated token flow the channel expects.

If the agent still won't reply after auth-ON + Key Set, Agent-Access-assigned, and the ESD created+published are all confirmed, delegate to service-itsm-teams-debug (its AGENTFORCE pass/fail checklist walks the full token/routing/ESD/agent chain) before escalating to the Agentforce Employee Agent team (agent Omni presence / capacity / GenAI planner) as the last resort. In the verified org, fixing the fixable causes above was sufficient.

Show full SKILL.md (400 more words)Show less

Verified recipe (summary — 100% API, zero manual steps; full XML + calls in the reference)

Deploy in this order — Key Set first, then the channel that references it, then the ESD. All deploys use an isolated sfdx-project.json at --api-version 67.0. Run one step at a time.

  1. Enhanced Chat User Verification Key Set — Metadata-deploy a PublicKeyCertificateSet with <type>JWKS_URL</type>, <jwksEndPoint> = <Org_Url>/id/keys, <jwtIssuer> = the Employee Site URL. Directory must be PublicKeyCertificateSet/, suffix .PublicKeyCertificateSet-meta.xml. (JWKS_URL is the endpoint-URL mode; Jwks is the uploaded-key mode and rejects a URL.)
  2. Messaging channel, deployment type Web, domain = the Employee Site URL — Metadata-deploy a MessagingChannel (messagingChannelType=EmbeddedMessaging) whose sessionHandlerFlow = the routing flow that targets the IT Service Employee Agent and sessionHandlerQueue = the fallback queue (e.g. chatqueue). Turn User Verification ON and link the Key Set in one block: <embeddedConfig><authMode>Auth</authMode><messagingAuthorizations>…publicKeyCertificateSetName…</messagingAuthorizations></embeddedConfig>. Then activate the channel (MessagingChannel.IsActive=true) before publishing the ESD. The routing flow + fallback queue are prerequisites — if Route_To_MIAW_AEA was template-installed it ships with placeholder ids (repoint them); if none exists, author one. The sfdc_livemessage Omni service channel is standard/pre-existing (query, don't create). See the reference §A/§E/§F.
  3. Create the Teams_AgentForce Embedded Service Deployment (ESD) — the deployment the Teams client loads by esDeveloperName. Metadata-deploy an API-type ESD named exactly Teams_AgentForce whose <messagingChannel> references the channel from step 2, then publish it via POST /services/data/v67.0/connect/embeddedservice/embeddedserviceconfig/publish/<esdId> ({} → isSuccess:true; the publish route is v67.0). See reference §C/§D. If this ESD is missing, login works but the agent never replies — verify with SELECT Id FROM EmbeddedServiceConfig WHERE DeveloperName='Teams_AgentForce' (Tooling).
  4. Create a permission set (e.g. "Agent Access") enabling the IT Service Employee Agent and assign it to the portal user (RBAC grant — confirm before assigning). See reference §G.
  5. Retest from a brand-NEW Teams chat — existing sessions stay bound to the old deployment.

Do not use POST /connect/service-itsm/createMessagingChannel — it forces its own defaults; build the channel yourself so you control the flow/queue/dev-name and the exact auth + Key Set wiring. See the reference for the exact API bodies, object names, verification queries, and the full gotchas index.

SkillWhen to use instead
service-itsm-teams-configureEnabling the Teams feature Salesforce Go page toggle + Azure/Entra app + SSO/Named Credentials — run first; it delegates here for the embedded agent
experience-portal-createCreating the employee-service portal/site whose URL this skill consumes
service-itsm-teams-debugDiagnosing why an already-built agent won't reply (or other Teams ITSM failures) — runs the AGENTFORCE pass/fail checklist and reports remediation
service-itsm-channels-coordinateTop-level menu across Teams, Slack, Swarming, Notifications, Portal

© forcedotcom, Apache-2.0. Rendered from Markdown: HTML in the file is shown as text, images as links, and headings moved down two levels. Raw file

Files

SKILL.md and 2 other files (references, assets) in skills/service-itsm-teams-employee-agent-configure of forcedotcom/sf-skills.

  • SKILL.md
  • assets/Teams_AgentForce.EmbeddedServiceConfig-meta.xml
  • references/teams-embedded-employee-agent.md

Open the folder on GitHubat commit 4bbae5c

Compare with similar skills

Service Itsm Teams Employee Agent Configure next to the 5 skills that share the most tags, products or categories with it. Stars are the repository's; “used in” counts other GitHub owners with a copy.

Service Itsm Teams Employee Agent Configure compared with similar skills
SkillStarsUsed inTokensAuto-checkLicenceRepo updated
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Salesforce Prod Checklistjeremylongshore/tons-of-skills-marketplace2.8k—~1.1kAutomated safety check: PassMIT
Soql Lib Query Builderbeyond-the-cloud-dev/soql-lib154—~4.3kAutomated safety check: PassMIT
Sf DatacloudJaganpro/sf-skills424—~2.7kAutomated safety check: PassMIT
Soql Lib Selectorbeyond-the-cloud-dev/soql-lib154—~2kAutomated safety check: PassMIT

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Works with

Categories

Questions about Service Itsm Teams Employee Agent Configure

What does Service Itsm Teams Employee Agent Configure do?

Configure the embedded Agentforce Employee Agent so it replies inside the Microsoft Teams ITSM custom client ('Salesforce Employee Assist' / 'Ask AI Agent'). Service Itsm Teams Employee Agent Configure is an agent skill from forcedotcom/sf-skills. Configure the embedded Agentforce Employee Agent so it replies inside the Microsoft Teams ITSM custom client ('Salesforce Employee Assist' / 'Ask AI Agent').

When should I use Service Itsm Teams Employee Agent Configure?

Service Itsm Teams Employee Agent Configure fits situations like: enabling the Teams feature Salesforce Go page toggle (service-itsm-teams-configure); for configuring notification preferences.

How do I install Service Itsm Teams Employee Agent Configure in Claude Code?

Run `npx skills add forcedotcom/sf-skills --skill service-itsm-teams-employee-agent-configure -a claude-code`. Or copy the skill folder (skills/service-itsm-teams-employee-agent-configure in forcedotcom/sf-skills) into .claude/skills/service-itsm-teams-employee-agent-configure in your project. Claude Code loads it when a task matches its description.

How do I install Service Itsm Teams Employee Agent Configure in Codex?

Run `npx skills add forcedotcom/sf-skills --skill service-itsm-teams-employee-agent-configure -a codex`. Or copy the skill folder (skills/service-itsm-teams-employee-agent-configure in forcedotcom/sf-skills) into .agents/skills/service-itsm-teams-employee-agent-configure in your project. Codex loads it when a task matches its description.

Can I use Service Itsm Teams Employee Agent Configure in Cursor, Gemini CLI or GitHub Copilot?

Cursor, Gemini CLI, GitHub Copilot and OpenCode also load SKILL.md folders. With the skills CLI, run `npx skills add forcedotcom/sf-skills --skill service-itsm-teams-employee-agent-configure -a cursor` (or -a gemini-cli, github-copilot or opencode for the others). To copy it by hand, put the folder in .cursor/skills/service-itsm-teams-employee-agent-configure, .gemini/skills/service-itsm-teams-employee-agent-configure, .github/skills/service-itsm-teams-employee-agent-configure and .opencode/skills/service-itsm-teams-employee-agent-configure in your project.

What does Service Itsm Teams Employee Agent Configure need to run?

SKILL.md names no scripts, command-line tools or credentials: Service Itsm Teams Employee Agent Configure is instructions for the agent only.

Does Service Itsm Teams Employee Agent Configure access the network?

SKILL.md contains no URLs. Any network use would come from the scripts or tools the agent runs. This is read from the text; nothing was executed.

Is Service Itsm Teams Employee Agent Configure safe to install?

Our automated static check of SKILL.md found no risky patterns, such as piping downloads into a shell, reading credential files or hidden Unicode. It is not a guarantee. Review the folder before installing.

What licence does Service Itsm Teams Employee Agent Configure use?

Service Itsm Teams Employee Agent Configure is published under the Apache-2.0 licence (the repository's licence). It allows redistribution, so the full SKILL.md is shown on this page.

How many tokens does Service Itsm Teams Employee Agent Configure use?

About 2.8k tokens (SKILL.md is roughly 11k characters). Agents keep only the skill's name and description in context until a task matches; then they load SKILL.md in full. Its references folder adds about 7.5k tokens, read only when the agent opens those files.

What are the alternatives to Service Itsm Teams Employee Agent Configure?

Skills that share tags, products or a category with Service Itsm Teams Employee Agent Configure: Salesforce Deploy Integration (jeremylongshore/tons-of-skills-marketplace, 2.8k stars), Salesforce Prod Checklist (jeremylongshore/tons-of-skills-marketplace, 2.8k stars), Soql Lib Query Builder (beyond-the-cloud-dev/soql-lib, 154 stars) and Sf Datacloud (Jaganpro/sf-skills, 424 stars). The comparison table on this page puts their stars, adoption, token cost, safety result and licence side by side.

Who maintains Service Itsm Teams Employee Agent Configure?

forcedotcom (a GitHub organization) maintains it in forcedotcom/sf-skills, which has 1,067 GitHub stars. The repository holds 252 skills in this directory. The repository was last updated on October 9, 2026.

Source: forcedotcom/sf-skills on GitHub. Facts on this page come from the repository at the commit we read; the author's words are quoted as theirs.