/service-itsm-agentic-setup-fulfiller-agent-configure

name: service-itsm-agentic-setup-fulfiller-agent-configure
description: "Create and activate the IT Service Fulfiller agent as a Next-Gen Authoring (NGA) native agent from the shipped ITSM Fulfiller template's Agent Script, using the Salesforce CLI (sf): read the template, check idempotency, create the NGA bundle then publish and activate it, then verify it is live. Idempotent per developer name. The Fulfiller agent is the IT-technician-facing assistant for incident triage, case summarization, field updates, and related-record automations. Use when asked to create the Fulfiller agent, set up the IT Service Fulfiller agent, provision the fulfiller assistant, or activate the Fulfiller agent. Triggers: create fulfiller agent, set up fulfiller agent, provision fulfiller agent, activate fulfiller agent. DO NOT TRIGGER: checking org prerequisites (service-itsm-agentic-setup-agentforce-studio-validate), or CMDB CRUD."
metadata:
  version: "3.10"
  domains: ["Service", "Agentforce"]
  minApiVersion: "67.0"
  relatedSkills:
    - "service-itsm-agentic-setup-agent-runtime-access-assign"
    - "service-itsm-agentic-setup-agentforce-studio-configure"
    - "service-itsm-agentic-setup-agentforce-studio-validate"
    - "service-itsm-agentic-setup-employee-agent-configure"
    - "service-itsm-agentic-setup-itsm-agentforce-permset-assign"
  cliTools:
    - tool: ["node"]
      semver: ">=18.0.0"
    - tool: ["sf"]
      semver: ">=2.0.0"
  accessCheck: "License.Agentforce"
allowed-tools: |
  Bash
  Read
  Write
  AskUserQuestion

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

| Concern | Command | Notes | |---------|---------|-------| | Studio access (precondition read) | `sf api request rest "/services/data/v67.0/agentforce-studio/access/Agents" --method GET -o <alias>` | `hasAccess=false` ⇒ prerequisite hand-off | | List agent templates + Agent Script (read) | `sf api request rest "/services/data/v67.0/connect/service-itsm/agent-templates?agentType=AgentforceEmployeeAgent" --method GET -o <alias>` | `agentType=AgentforceEmployeeAgent` required; confirms Fulfiller template + non-empty `agentScript` | | Enumerate the existing agent + latest version status (read) | `sf data query -q "SELECT Id,DeveloperName,MasterLabel,AgentTemplate,(SELECT Id,Status FROM BotVersions ORDER BY VersionNumber DESC LIMIT 1) FROM BotDefinition WHERE Id='<botDefinitionId>' OR AgentTemplate='<agentTemplate>' OR DeveloperName='<developerName>'" -o <alias