Top-level interactive coordinator for Employee Service (ITSM) channel setup. Presents menu of channel setup options (Portal, Teams, Slack) and delegates to the corresponding skill. Use this for: 'setup ITSM channels', 'configure employee service channels', 'set up service cloud communication channel

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: 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: 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: 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: 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 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 Notifications are not a menu option ITSM notification preferences are a separate concern; route those requests to the dedicated notification preferences skill, not through this coordinator Swarming is configured inside Teams, not a top level channel Swarming requires Teams; it is handled within the Teams setup flow ( service itsm teams configure ), so it is not offered as a separate menu option 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 Slack fails, user can retry Slack separately 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.

service-itsm-channels-coordinate