Service Itsm Channels Coordinate

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 (Portal, Teams, Slack). Validating prerequisites before delegation. Providing clear descriptions of each channel capability.
• Out of scope: Directly calling setup APIs for any channel — always delegate to the dedicated child skill. Channel-specific configuration details beyond the initial enablement. User permission assignment. Post-setup testing. ITSM notification preferences (a separate concern — handle those with the dedicated notification-preferences skill, not through this menu).

Available Channel Setup Skills

This coordinator can invoke three distinct channel setup skills:

1. Portal Setup

Skill: experience-portal-create

What it does:

• Creates a Digital Experience portal for employee self-service
• Supports Employee Service, Partner, and Customer portals

Prerequisites:

• Vary by portal type

Use when: User wants to create a portal for employee self-service.

2. Microsoft Teams Setup

Skill: service-itsm-teams-configure

What it does:

• Enables the service-cloud-itsm-teams-integration Salesforce Go feature via headless-360's feature-enablement Connect API — the only verified path that flips ITSMTeamsEnabled (direct PATCH of the org preference is blocked with 401)
• Optionally enables the sibling OrgHasITSMFulfillerTeams / OrgHasEmployeeServiceTeams preferences
• Verifies ITSMTeamsEnabled 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 service-itsm-teams-debug (diagnose a failing Teams setup — login, tab loading, agent, swarming, SSO). Swarming (collaborative problem-solving) is configured inside the Teams setup flow, not as a separate top-level channel option.

3. Slack Setup

Skill: the installed Slack ITSM setup skill — resolve it from the skills catalog at delegation time by name pattern (see Choice 3 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.

Workflow

Step 1: Present Menu to User

Always present the menu before proceeding:

I can help you set up ITSM channels. Which channel would you like to configure?
**Choose one:**
1. **Portal Setup**   - Create Digital Experience portal for employee self-service   - Choose portal type during setup   - Prerequisites: Vary by portal type
2. **Microsoft Teams Setup**   - Enable Teams integration master toggle   - Provision authentication infrastructure   - Prerequisites: Teams ITSM licenses required
3. **Slack Setup**   - Enable Slack integration for ITSM   - Configure Slack workspace connection   - Prerequisites: Slack workspace with admin access
Please respond with the number (1, 2, or 3) 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 2 (Teams Integration):

1. Check if Teams master toggle API is accessible
2. Attempt to query current toggle state
3. If prerequisites fail, inform user about missing Teams ITSM licenses

If prerequisites fail:

• Explain what's missing (licenses, features, permissions)
• Offer alternative choices (e.g., suggest Slack if Teams licenses missing)
• Do NOT attempt to execute the chosen configuration

Step 3: Delegate to Child Skill

Choice 1: Portal Setup

Delegation:

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."

Choice 2: Microsoft Teams Setup

Delegation:

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 #3 (Slack) instead"

Choice 3: 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:

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:

1. Navigate to: Setup → Integrations → Slack
2. Connect your Slack workspace
3. Configure Slack apps for ITSM"

Decision Tree

User requests ITSM channel setup  ↓Present menu (3 options)  ↓User selects option (1-3)  ↓Validate prerequisites (optional)  ↓  ├─ Choice 1: Invoke experience-portal-create  ├─ Choice 2: Invoke service-itsm-teams-configure  └─ Choice 3: Resolve the Slack skill from the catalog, then invoke it (or manual instructions)  ↓Report outcome to user  ↓Suggest next steps

Rules / Constraints

Prerequisites by Choice

Choice 1: Portal Setup

• Vary by portal type (see experience-portal-create skill)

Choice 2: Teams Setup

• Teams ITSM licenses
• Setup admin permissions

Choice 3: Slack Setup

• Slack workspace with admin access
• Org has Slack integration enabled

Error Handling

If user provides invalid choice:

"Please choose a valid option: 1, 2, or 3."

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 a portal for employee self-service?

  • Digital Experience portal → Choose #1

• Do you want to enable a communication channel?

  • Microsoft Teams → Choose #2
  • Slack → Choose #3
  • Both → Run #2, then #3"

Related Operations

After completing channel setup via this coordinator:

• Configure channel-specific settings — customize each channel's behavior
• Set up Azure AD — required for Teams (if Teams selected)
• Configure ITSM notifications — use the dedicated notification-preferences skill (separate from this coordinator)
• 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 Teams_AgentForce 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 (→ /eventrouter/v1/sse 401) and the portal user missing Agent Access — not an unfixable agent-runtime failure.

API Type Classification

This coordinator:

• Does NOT call APIs directly — it delegates to child skills
• Uses interactive menu for user selection
• Child skills handle all API calls

Child skills used:

• experience-portal-create — Connect API
• service-itsm-teams-configure — headless-360 (Salesforce Go feature-enablement Connect API)
• Slack ITSM setup skill (resolved from catalog by name pattern) — child skill handles its own API calls

Important Notes

1. This is an interactive coordinator — it MUST present the menu and wait for user choice before executing anything.

2. Always delegate to child skills — this coordinator doesn't implement channel-specific logic; it only routes to the appropriate skill.

3. Some skills may not exist yet — if a skill is not found, provide manual setup instructions so the user isn't blocked.

4. Notifications are handled elsewhere — ITSM notification preferences are not a channel-menu option; route those requests to the dedicated notification-preferences skill.

5. Swarming lives inside Teams — Swarming is not a standalone menu option; it is configured within the Teams setup flow (service-itsm-teams-configure), since it requires Teams.

6. Prerequisites vary by channel — each channel has different licensing and feature requirements.

7. No retry logic — this coordinator doesn't retry failed operations. Surface the error and let user decide next steps.

8. Educational role — help users understand what each channel does and which prerequisites they need.