Employee Service (ITSM) Channels Setup Coordinator
Interactive coordinator that presents a menu of ITSM channel setup options and delegates to the appropriate child skill based on user selection.
Scope
- In scope: Presenting the channel setup menu to the user. Delegating to child skills based on selection (Teams, Swarming, Portal). Validating prerequisites before delegation. Providing clear descriptions of each channel capability. Notifications is the one exception — no dedicated notifications child skill exists yet, so this coordinator enables the notification-channel org preferences inline for that choice (see Choice 4); those are the only setup-API writes it performs itself.
- Out of scope: Directly calling setup APIs for any channel that has a dedicated child skill (Teams, Swarming, Portal — always delegate). Channel-specific configuration details beyond the initial enablement. User permission assignment. Post-setup testing.
Available Channel Setup Skills
This coordinator can invoke five distinct channel setup skills:
1. Microsoft Teams Setup
Skill: service-itsm-teams-configure
What it does:
- Enables the
service-cloud-itsm-teams-integration
- Optionally enables the sibling /
OrgHasEmployeeServiceTeams
- Verifies afterward and reports the remaining manual (Microsoft-side) steps
Prerequisites:
- Teams ITSM add-on licenses
- Setup admin permissions
Use when: User wants Microsoft Teams integration for IT Service Desk or Employee Service apps.
Teams sub-skills service-itsm-teams-configure
delegates to (surface these if the user asks for
a specific half):
service-itsm-teams-itdesk-configure
(fulfiller/IT Desk checklist),
service-itsm-teams-itservice-configure
(employee/IT Service checklist),
service-itsm-teams-employee-agent-configure
(embedded "Ask AI Agent"), and
(diagnose a failing Teams setup — login, tab loading, agent, swarming, SSO).
2. Slack Setup
Skill: the installed Slack ITSM setup skill — resolve it from the skills catalog at delegation
time by name pattern (see Choice 2 in the workflow); do not hardcode a single skill name.
What it does:
- Enables Slack integration for ITSM (Employee Service / IT Service on Slack)
- Configures the Slack workspace connection and required org preferences/permission sets
Prerequisites:
- Slack workspace with admin access
- Org has Slack integration enabled
Use when: User wants Slack integration for ITSM.
3. Swarming Setup
Skill: service-itsm-swarming-configure
What it does:
- Enables the Salesforce Go feature via headless-360's feature-enablement
Connect API
- Sets the "Select a Collaboration Tool" picklist to via
PATCH /services/data/v67.0/setup/org/values/SWARM_COLLABORATION_TOOL
Prerequisites:
- Microsoft Teams integration (Swarming requires Teams — run
service-itsm-teams-configure
Use when: User wants collaborative problem-solving for ITSM.
4. Notifications Setup
Skill: none yet — handled inline by this coordinator (see Choice 4)
What it does:
- Enables the master Notifications feature
- Configures notification channels: Email, In-App, Slack, Teams
Prerequisites:
- Multi-channel Notifications feature enabled
- View Setup + Customize Application permissions
Use when: User wants to enable multi-channel notifications for ITSM events.
Note: For demo, execute inline until dedicated skill is created.
5. Portal Setup
What it does:
- Creates a Digital Experience portal for employee self-service
- Supports Employee Service, Partner, and Customer portals
Prerequisites:
Use when: User wants to create a portal for employee self-service.
Workflow
Step 1: Present Menu to User
Always present the menu before proceeding:
text
I can help you set up ITSM channels. Which channel would you like to configure?
**Choose one:**
1. **Microsoft Teams Setup**
- Enable Teams integration master toggle
- Provision authentication infrastructure
- Prerequisites: Teams ITSM licenses required
2. **Slack Setup**
- Enable Slack integration for ITSM
- Configure Slack workspace connection
- Prerequisites: Slack workspace with admin access
3. **Swarming Setup**
- Enable Swarming for collaborative problem-solving
- Configure Swarming channels (requires Teams)
- Prerequisites: Teams integration + Swarming feature
4. **Notifications Setup**
- Enable multi-channel notifications (Email, In-App, Slack, Teams)
- Configure notification delivery channels
- Prerequisites: Multi-channel Notifications feature
5. **Portal Setup**
- Create Digital Experience portal for employee self-service
- Choose portal type during setup
- Prerequisites: Vary by portal type
Please respond with the number (1, 2, 3, 4, or 5) of your choice.
Do NOT proceed until the user provides a choice.
Step 2: Validate Prerequisites
Based on user's choice, check prerequisites before delegating to child skills:
For Choice 1 or 3 (Teams Integration):
- Check if Teams master toggle API is accessible
- Attempt to query current toggle state
- If prerequisites fail, inform user about missing Teams ITSM licenses
For Choice 2 or 4 (Notifications):
- Check if Notifications preference APIs are accessible
- Verify Multi-channel Notifications feature is available
If prerequisites fail:
- Explain what's missing (licenses, features, permissions)
- Offer alternative choices (e.g., suggest #4 if Teams licenses missing)
- Do NOT attempt to execute the chosen configuration
Step 3: Delegate to Child Skill
Choice 1: Microsoft Teams Setup
Delegation:
text
Invoke the service-itsm-teams-configure skill.
On success:
"Success: Microsoft Teams integration master toggle is enabled. Background provisioning in progress (2-5 minutes).
Next steps:
- Configure Azure AD application
- Set up Salesforce IT Desk and/or IT Service apps"
On failure:
"Failed: Teams integration failed: [error details]
Resolution:
- Verify org has Teams ITSM licenses
- Try option #4 (Notifications) instead"
Choice 2: Slack Setup
Resolve the delegation target deterministically from the skills catalog, then invoke the result.
Do not decide by prose guesswork — look the skill up:
text
1. Query the installed skills catalog for a Slack ITSM setup skill, in priority order:
a. any skill whose name matches ^service-itsm-slack-.*-configure$ (preferred)
b. any skill whose name matches ^(setup|service)-.*slack.*(configure|enable)$
2. If the lookup returns a skill → invoke that exact skill and stop.
3. If the lookup returns nothing → fall through to the manual instructions below.
Manual instructions (only if the catalog lookup returned no Slack skill):
"No Slack ITSM setup skill is installed in this environment. To configure Slack manually:
- Navigate to: Setup → Integrations → Slack
- Connect your Slack workspace
- Configure Slack apps for ITSM"
Choice 3: Swarming Setup
Delegation:
text
Invoke the service-itsm-swarming-configure skill.
On success:
"Success: Swarming feature enabled, and the Collaboration Tool is now set to Teams — 'Set Teams as
Collaboration Tool for Swarming' is fully complete, no manual click needed."
On failure:
"Failed: Swarming setup failed: [error details]
Resolution:
- Ensure Microsoft Teams integration is enabled first (use option #1)
- Verify org has the Swarming feature entitlement"
Choice 4: Notifications Setup
Inline enablement (in-scope exception — no dedicated notifications child skill exists yet).
Unlike the other choices, this branch enables the notification-channel org preferences itself. Issue
the writes with
mcp__headless-360__dispatch
(
, full
path). When a
dedicated
setup-itsm-notifications-*
child skill lands, delegate to it and drop this inline block.
Step 4.1: Enable Master Notifications Preference
text
PATCH /services/data/v66.0/setup/org/preferences/Notifications
Body: {"desiredState": true}
Step 4.2: Enable Individual Channels
text
PATCH /services/data/v66.0/setup/org/preferences/EmailNotifications
Body: {"desiredState": true}
PATCH /services/data/v66.0/setup/org/preferences/InAppNotifications
Body: {"desiredState": true}
PATCH /services/data/v66.0/setup/org/preferences/SlackNotifications
Body: {"desiredState": true}
PATCH /services/data/v66.0/setup/org/preferences/TeamsNotifications
Body: {"desiredState": true}
On success:
"Success: All notification channels enabled:
- Email Notifications
- In-App Notifications
- Slack Notifications
- Teams Notifications
Next steps:
- Create notification definitions at: Setup → Service → Notifications
- Configure ITSM event triggers
- Customize message templates"
On failure:
"Failed: Notification channels setup failed: [error details]
Resolution:
- Verify org has Multi-channel Notifications feature
- Confirm you have Customize Application permission"
Choice 5: Portal Setup
Delegation:
text
Invoke the experience-portal-create skill.
The portal creation skill will handle all clarifying questions (portal type, name, URL prefix, etc.).
After delegation:
"Success: Portal setup delegated to experience-portal-create skill. Follow the prompts to complete portal creation."
Decision Tree
text
User requests ITSM channel setup
↓
Present menu (5 options)
↓
User selects option (1-5)
↓
Validate prerequisites (optional)
↓
├─ Choice 1: Invoke service-itsm-teams-configure
├─ Choice 2: Resolve the Slack skill from the catalog, then invoke it (or manual instructions)
├─ Choice 3: Invoke service-itsm-swarming-configure
├─ Choice 4: Execute notifications setup inline (demo mode)
└─ Choice 5: Invoke experience-portal-create
↓
Report outcome to user
↓
Suggest next steps
Rules / Constraints
| Constraint | Rationale |
|---|
| Always present options before proceeding | User may not know what's possible or what their org supports |
| Validate prerequisites before delegating | Catch licensing/feature gaps early before invoking child skills |
| Choice 4 uses manual API calls, not a child skill | No existing skill for "notifications without specific channels" |
| Do not retry failed delegations | Child skills handle their own retries; surfacing error to user for decision |
| Partial success is acceptable | If Teams succeeds but Notifications fails, user can retry Notifications separately |
Prerequisites by Choice
Choice 1: Teams Setup
- Teams ITSM licenses
- Setup admin permissions
Choice 2: Slack Setup
- Slack workspace with admin access
- Org has Slack integration enabled
Choice 3: Swarming Setup
- Microsoft Teams integration (required for Swarming — run Choice 1 first)
Choice 4: Notifications Setup
- Multi-channel Notifications feature enabled
- View Setup + Customize Application permissions
Choice 5: Portal Setup
- Vary by portal type (see experience-portal-create skill)
Error Handling
If user provides invalid choice:
"Please choose a valid option: 1, 2, 3, 4, or 5."
If prerequisites check fails:
"I've detected that your org is missing [specific requirement].
I recommend choosing [alternative option] instead, which works with your current org configuration."
If delegation fails:
"The [child skill name] encountered an error: [error message]
[Provide specific resolution steps based on error]"
If user is unsure which to choose:
"Let me help you decide:
-
Do you want to enable communication channels?
- Microsoft Teams → Choose #1
- Slack → Choose #2
- Both → Run #1, then #2
-
Do you want collaborative problem-solving?
- Swarming (requires Teams) → Choose #1 first, then #3
-
Do you want notifications for ITSM events?
- Multi-channel notifications → Choose #4
-
Do you want a portal for employee self-service?
- Digital Experience portal → Choose #5"
Related Operations
After completing channel setup via this coordinator:
- Configure channel-specific settings — customize each channel's behavior
- Create notification definitions — configure ITSM event triggers (if Notifications selected)
- Set up Azure AD — required for Teams (if Teams selected)
- Test channels — verify each channel is working
To modify later:
- Enable additional channels — rerun this coordinator with different option
- Disable channels — use corresponding disable skills
- Update channel settings — navigate to Setup → [Channel] → Settings
Embedded Agentforce Agent in Microsoft Teams
Making the embedded Agentforce agent actually reply inside the Teams custom client
("Salesforce Employee Assist" / "Ask AI Agent") is the hardest, most under-documented part of
Teams ITSM. It is now a dedicated skill:
→ service-itsm-teams-employee-agent-configure
The verified architecture is a
Web Enhanced-messaging channel with
User Verification OFF
(auth mode false) — the Teams client uses the scrt2
unauthenticated token endpoint — the
custom-client Embedded Service Deployment, an Omni-Flow routing flow
targeting a
real, Active Agentforce Employee Agent, and an
Agent Access permission set
enabling that agent for the portal user. That skill also covers the key diagnostic: "agent joins
then leaves without replying" has two fixable causes — auth mode left ON (→
401) and the portal user missing Agent Access — not an unfixable agent-runtime failure.
API Type Classification
This coordinator:
- Does NOT call APIs directly (except for Choice 4 demo mode) — it delegates to child skills
- Uses interactive menu for user selection
- Child skills handle all API calls
Child skills used:
service-itsm-teams-configure
- Slack ITSM setup skill (resolved from catalog by name pattern) — child skill handles its own API calls
service-itsm-swarming-configure
- Notifications — no dedicated child skill yet; handled inline via Connect API (see Choice 4)
- — Connect API
Important Notes
-
This is an interactive coordinator — it MUST present the menu and wait for user choice before executing anything.
-
Always delegate to child skills — this coordinator doesn't implement channel-specific logic; it only routes to the appropriate skill.
-
Some skills may not exist yet — if a skill is not found, provide manual setup instructions so the user isn't blocked.
-
Choice 4 (Notifications) executes inline — no dedicated notifications child skill exists yet, so this coordinator enables the notification-channel preferences directly (see Choice 4). When such a skill lands, delegate to it and drop the inline block.
-
Prerequisites vary by channel — each channel has different licensing and feature requirements.
-
No retry logic — this coordinator doesn't retry failed operations. Surface the error and let user decide next steps.
-
Educational role — help users understand what each channel does and which prerequisites they need.