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

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.