service-helpagent-coordinate: Service Cloud Help Agent, guided setup

Use this skill to stand up a Service Cloud Help Agent (an Agentforce Service Agent) on a Salesforce org from Claude Code, following the same guided flow as the Help Agent Quick Setup wizard. This is a coordinate skill: it orchestrates existing skills against a canonical spec — it does not author a new agent primitive.

Why this skill exists

Salesforce's official Help Agent template-creation API is not yet shipped. Without it, Claude has no built-in concept of "Help Agent" and would otherwise generate a generic agent. assets/help-agent-spec.md substitutes for the missing API: its agent script is the canonical template the eventual Quick Start UI will produce. Treat the spec as source of truth for the agent's lineage (topics, actions, instructions).

Scope

In scope:

• Guided, four-checkpoint Help Agent setup (identity → grounding → channel → go-live)
• Knowledge grounding via Agentforce Data Library (ADL)
• Web Chat / Help Portal channel setup and Experience Cloud site embed
• Readiness checks (licenses, Einstein Agent User, Data Cloud permission sets)

Out of scope — delegate elsewhere:

• OAuth / External Client App setup → integration-connectivity-connected-app-configure
• Raw agent authoring with no Help Agent lineage → agentforce-generate
• Metadata deploy/retrieve → platform-metadata-deploy

Prerequisites

• Claude Code + Salesforce CLI installed and an authenticated org (see repo README.md)
• MCP servers registered: salesforce-api-context, metadata-experts, sobject-reads
• Salesforce Skills installed into .agents/skills/ (or .claude/skills/)
• A Salesforce org with the required features enabled (or enable-able via metadata): Agentforce, Einstein Generative AI, Knowledge, Experience Cloud, and Data Cloud. Any org shape that meets this bar works — production, sandbox, scratch, or Developer Edition. The readiness check in assets/help-agent-spec.md §4.0 detects each feature and enables what can be enabled; it stops with a clear message if a required capability is missing and cannot be turned on.

Skills this coordinates

The spec feeds these existing skills — do not author a new Help Agent skill:

Skill	Role
agentforce-generate	Agent authoring + ADL provisioning/grounding (see its references/data-library-reference.md, references/org-setup-for-adl.md)
dx-org-permission-set-assign	Data Cloud permission-set assignment
service-digital-engagement-channel-configure + service-agentforce-channel-configure	Deploy channel (Queue routing), then PATCH SessionHandlerId to bind agent (see references/channel-web-chat.md)
service-digital-engagement-deployment-configure	Embedded Service Deployment — supports both LWR (ChatterNetworkPicasso) and Aura (ChatterNetwork) sites
experience-lwr-site-generate	Experience Cloud (LWR) site — used when the org has no Live LWR site yet
service-digital-engagement-messaging-site-integrate	Widget placement + embed (Checkpoint 3.5 / 4)

Skills inventory pre-flight (advisory — never a hard stop)

This skill delegates to several sibling skills. Depending on the runtime, those dependencies resolve one of two ways: as directories under .claude/skills/, or through a runtime skill catalog that the harness resolves on demand (no local directory). An absent .claude/skills/<name> directory therefore does not prove a dependency is unavailable — it is normal when the catalog resolves skills at invocation time.

Run this check once, silently, for your own awareness — never as the run's first user-facing output:

for skill in agentforce-generate dx-org-permission-set-assign service-digital-engagement-channel-configure service-digital-engagement-deployment-configure experience-lwr-site-generate service-digital-engagement-messaging-site-integrate service-concierge-portal-generate service-agentforce-channel-configure; do
  [ -d ".claude/skills/$skill" ] && echo "OK: $skill" || echo "resolve-at-runtime: $skill"
done

Do not stop, and do not open the run with a missing-dependency roll call. Proceed with the checkpoints; delegate to each sibling skill only when the flow actually reaches it. If — and only if — a delegation step is actually reached and that specific skill cannot be resolved at that moment, surface that one skill by name at that point. Never front-load the full eight-skill inventory as the deliverable; it is not a decision the user owns and it is not the report.

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Workflow

Read assets/help-agent-spec.md first — it is the authoritative flow and is intentionally kept small. Do not pre-load the rest. The heavy or conditional material is split into references/ and read only when the flow reaches it (progressive disclosure — this is deliberate, to keep token usage low):

• references/agent-script.md — the ~500-line canonical agent script + placeholder list. Load it only when you are ready to create the agent, after Checkpoint 2 — not during Checkpoints 1, 3, or 4.
• references/channel-web-chat.md — Web Chat provisioning detail. Load only if the user picks Web Chat at Checkpoint 3.
• service-concierge-portal-generate — Help Portal / Agentforce Concierge portal deploy. Delegate to this skill if the user picks Help Portal at Checkpoint 3 — do not inline the portal runbook steps here. Pass $ORG, $BOT_ID, and $BOT_DEV_NAME as context so the skill skips its own entry-point questions.
• references/channel-voice.md — Voice channel wiring detail (existing numbers only). Load only if the user picks Voice.

Read the one channel file that matches the user's selection — never all three. Then run the interactive setup without one-shotting: walk the user through four checkpoints in order, waiting for a reply at each.

Readiness check (silent, MANDATORY, do not reorder)

Order is load-bearing — running step 3 before step 2 fails with PermissionSet not found: GenieUserEnhancedSecurity because the Data Cloud permission sets do not exist in the org until Data Cloud itself is turned on:

1. Verify PSL seat availability, then create a dedicated Einstein Agent User for this agent. First confirm the three required PSLs have available seats:

   sf data query --target-org $ORG --json \
     --query "SELECT MasterLabel, TotalLicenses, UsedLicenses FROM PermissionSetLicense WHERE DeveloperName IN ('AgentforceServiceAgentUserPsl', 'GenieDataPlatformStarterPsl', 'EinsteinGPTPromptTemplatesPsl')"
   

   For each, UsedLicenses < TotalLicenses must be true. If any PSL is at capacity, stop and surface which one is exhausted — the PSG assignment will fail and there is nothing the skill can do until a seat is freed or provisioned.

   If all three have capacity, create the user. Do not reuse any existing Einstein Agent User — each Help Agent gets its own. Username: {agentDevName}_user@{orgId}.ext (15-char org Id from sf org display). Email: noreply@salesforce.com. Profile: Einstein Agent User (query SELECT Id FROM Profile WHERE Name = 'Einstein Agent User' to get the ProfileId, then sf data create record --sobject User). If a user with exactly that username already exists, reuse it (idempotent). Then assign all four of the following before publishing the agent:

   • AgentforceServiceAgentUserPsg (Permission Set Group) — assigns three PSLs in one call: Agentforce Service Agent User, Data Cloud, and Einstein Prompt Templates. Use sf org assign permsetgroup.
   • AgentforceServiceAgentSecureBase (Permission Set) — required for all service agents. Use sf org assign permset.
   • AgentforceKnowledgeObjectAccess (Permission Set) — required because the Help Agent uses the knowledge: block. Use sf org assign permset.
   • {AgentName}_Access (custom Permission Set) — created by agentforce-generate for agent-specific Apex/object access.

   Verify PSL assignments landed: SELECT PermissionSetLicense.DeveloperName FROM PermissionSetLicenseAssign WHERE Assignee.Username = '{agentDevName}_user@{orgId}.ext' — expect AgentforceServiceAgentUser, DataCloud, EinsteinPromptTemplates.

   Capture the username ({agentDevName}_user@{orgId}.ext) — it is the value for <default_agent_user_placeholder> in the agent script. The agent runs as this user at runtime.

   Pre-publish gate — verify before every sf agent publish authoring-bundle call. Skipping this causes a masked 401→404: SFAP returns HTTP 401 "User doesn't have access to agent" when the Einstein Agent User is missing AgentforceServiceAgentUserPsg, and jsforce's session-refresh retry silently converts that 401 to ERROR_HTTP_404. Verify all four assignments are present before invoking the CLI:

   AGENT_USER_ID=$(sf data query --target-org $ORG --json \
     --query "SELECT Id FROM User WHERE Username='{agentDevName}_user@{orgId}.ext'" \
     | python3 -c "import sys,json; print(json.load(sys.stdin)['result']['records'][0]['Id'])")
   
   # Must return exactly 1 row — if 0, assign before continuing
   sf data query --target-org $ORG --json \
     --query "SELECT PermissionSetGroup.DeveloperName FROM PermissionSetAssignment \
              WHERE AssigneeId='${AGENT_USER_ID}' \
              AND PermissionSetGroup.DeveloperName='AgentforceServiceAgentUserPsg'"
   
   # Must return 2 rows — if any are missing, assign before continuing
   sf data query --target-org $ORG --json \
     --query "SELECT PermissionSet.Name FROM PermissionSetAssignment \
              WHERE AssigneeId='${AGENT_USER_ID}' \
              AND PermissionSet.Name IN ('AgentforceServiceAgentSecureBase','AgentforceKnowledgeObjectAccess')"
   

   Do not call sf agent publish authoring-bundle until all four assignments return non-empty results.

2. Enable Data Cloud — must complete before step 3 (permission sets don't exist until Data Cloud is on). If Data Cloud is not yet provisioned, offer the user the choice up front — enable and come back later, or wait through it now.

3. CRITICAL — Assign the Data Cloud permission sets immediately after enablement. Non-negotiable — skipping it ships an agent whose grounding returns empty knowledgeSummary at runtime even though ADL indexing reports SUCCESS. The PSG assigned in step 1 covers this once Data Cloud is on.

Recognizing where the user is entering

Checkpoint 1 (agent identity) and Checkpoint 3 (channel) must always be confirmed with the user in the current conversation — never inferred from a previous session, a compacted summary, or skill arguments. These are decisions the user owns; acting on stale context from a prior run will configure the wrong agent or the wrong channel.

If the user's opening message in the current conversation turn explicitly names the agent and/or channel (e.g. "set up Master Yoda on Web Chat"), accept those as the inputs and confirm them before proceeding. If not stated in the current turn, ask.

For the org alias: if the user has been working against a specific org in the current session, use that. Otherwise ask.

Do not assume every run starts at Checkpoint 1. Read the opening prompt and enter at the right checkpoint: identity decided → Checkpoint 2 (grounding); grounding done → Checkpoint 3 (channel). When the prompt explicitly names or implies a later checkpoint (e.g. "set up the grounding", "wire up the web chat channel") — and states or clearly implies prior checkpoints are already done — accept those prior checkpoints as established, enter scoped at the named checkpoint, and produce a settled-facts report for it. Do NOT force a full guided-identity re-confirmation, do NOT restart at Checkpoint 1, and do NOT demand in-conversation re-confirmation of prior decisions. Values the prompt supplies for the entered checkpoint (audience → authMode, named site, categories) are decided, not questions to re-ask.

If the opening prompt names Voice / phone / telephony / IVR, read references/channel-voice.md and follow it from the top of Checkpoint 3 as the Voice branch.

Checkpoint 1 — Meet Your Agent

Ask for four things (offer these exact defaults so the guided-decision report can enumerate them without loading assets/help-agent-spec.md):

1. Agent Name — default Help Agent (DeveloperName Help_Agent).
2. Language — default en_US.
3. Welcome Greeting — default "Hi, I'm {Agent Name}. How can I help you today?".
4. Tone — default "calm, patient, friendly service agent — warm but professional, short sentences, never robotic."

When the opener names Q&A / case management / human escalation, note explicitly that these map to the canonical four-subagent shape (Agent Router → General FAQ, Service Customer Verification, Case Management, Escalation) — do not invent a different design.

Checkpoint 2 — Give Your Agent Context (grounding)

Ask which knowledge source (Salesforce Knowledge / files / website sync). Grounding is provisioning an Agentforce Data Library, not designing a search — the agent's knowledge: block does the retrieval at runtime. This checkpoint MUST produce all five of:

1. Delegate provisioning to agentforce-generate — it owns ADL create/index/publish. Do not hand-roll data-library metadata.
2. A dedicated, named library — create Help_Agent_Knowledge. Never wire the stock All_Records_and_Fields_Default (it sits in NOT_SCHEDULED on trial or preloaded sample-data orgs and returns empty knowledgeSummary with no error).
3. Category selection — for Salesforce Knowledge, query the org's Data Category Groups. Ask which categories to ground on only in an interactive run; for a non-interactive/scoped run, decide the sensible default (the org's default Data Category Group, or all groups if none is designated) and note the default explicitly in the settled-facts report's Blocking Issues line (e.g. "Knowledge data category not specified — chose the org's default group"). Do not stall the report asking.
4. Wait-for-indexing gate — poll and only proceed once indexingStatus.status ∈ {COMPLETED, READY, SUCCESS}. NOT_SCHEDULED is not success.
5. Capture the rag_feature_config_id (format ARFPC_<libraryId>) and wire it into the agent script's knowledge: block — never hardcode.

Anti-rule: never respond to a grounding request by designing a SOQL/SOSL/GraphQL/Apex search over Knowledge articles. Grounding is ADL provisioning; retrieval is the agent's job at runtime.

Checkpoint 3 — Add to Channels

Web Chat / Help Portal / Voice. Deploy the channel with Queue routing (service-digital-engagement-channel-configure), then delegate agent wiring to service-agentforce-channel-configure (PATCH SessionHandlerId; sessionHandlerAsa not accepted at v67). Delegate to the appropriate channel reference file:

• Web Chat → read references/channel-web-chat.md. Create messaging channel + Embedded Service Deployment; locate the target site via a query-first pattern:

  SELECT Id, Name, UrlPathPrefix, SiteType, Status
  FROM Site
  WHERE SiteType IN ('ChatterNetworkPicasso', 'ChatterNetwork') AND Status = 'Active'
  

  Both LWR (ChatterNetworkPicasso) and Aura (ChatterNetwork) sites support the experience_messaging:embeddedMessaging widget. Filter out ESW_-prefixed sites in post-processing — those are internal ESD endpoint scaffolding, not real Experience Cloud sites. Resolve the site in the same turn, do not defer:

  • Zero real sites → create one via experience-lwr-site-generate (recommend the Help Center template), or offer "Deploy on my own website (get snippet)".
  • Exactly one → confirm it with the user before using (an existing site may serve a different audience); do not silently adopt it.
  • Multiple → in the SAME turn, show the executed SOQL, enumerate the results as a table (Name | Type | UrlPathPrefix), state plainly "no site is created or modified until you choose," then ask which one to target (include "Create a new LWR site" and "Deploy on my own website" as options). Do not answer "I'll query and get back to you" — run the query and present results now.

  Do not filter by hardcoded name or URL path prefix — the correct site depends on the customer's org.

• Help Portal → delegate to service-concierge-portal-generate. Pass the resolved $ORG, $BOT_ID, and $BOT_DEV_NAME so it can skip its entry-point questions. Help Portal deploys an Agentforce Concierge experience on an LWR Experience Cloud site and is fully supported.

• Voice → read references/channel-voice.md and follow it fully. Voice wires an existing PstnVoice MessagingChannel to the agent via service-agentforce-channel-configure Branch B — it does not provision a new phone number.

After each channel branch completes, loop — ask if the user wants to add another channel. Once a Web Chat, Help Portal, or Voice branch finishes (success or failure), present via AskUserQuestion:

• Add another [same type] channel — e.g. if Web Chat was just deployed, offer remaining unwired Web Chat channels first. Re-run the branch for that type; skip channels already wired in this session.
• Add a different channel type — return to the top of Checkpoint 3 (re-query MessagingChannel, rebuild the type list, omit already-wired channels from the options).
• Done — proceed to go-live — exit the loop and advance to Checkpoint 3.5.

Track which channels have been wired in this session so they are not re-offered. The loop continues until the user selects "Done" or all available channels have been wired.

When the opening prompt names two or more channels up front (e.g. "add web chat first, then also make it reachable by phone as Voice — add both"), the prompt itself authorizes every named channel — treat them all as committed work, not one channel plus a maybe. You do not need a fresh user reply to move from the first named channel to the next: the up-front request is that authorization. Skip the between-branch AskUserQuestion for channels the prompt already named, wire each in the stated order, and only fall back to the loop's AskUserQuestion for channels the prompt did not name. The report must show every named channel was wired — do not report only the first and leave the rest as an intention. In the settled-facts report's Checkpoint 3 row (or a short trace right below the tables), make all of the following explicit, in order:

1. First-channel completion as a settled fact (channel type, authMode for Web Chat, resolved site/number, ESD state) — not "will then add".
2. The authorization to continue: state that the prompt named the next channel up front, so the flow advanced to it without a between-branch prompt — report that (the prompt-level authorization), never a user reply that did not occur. Do not claim the user "continued after an AskUserQuestion" for a channel the prompt already listed; that fabricates an interaction and breaks the settled-facts contract.
3. Second- (and later-) channel entry: state that the flow re-entered Checkpoint 3 for the next named channel and carry that branch to its own settled outcome. If a between-branch prompt genuinely ran (only for a channel the prompt did not name), report its options and the actual selection.
4. Only after every channel the prompt named is wired (or explicitly blocked with a one-line reason) does the flow reach go-live.

A report that stops after the first named channel — or that frames the second as "next step" / "to be added" — is scored as an incomplete loop even when the first channel is perfect.

Checkpoint 3.5 — Silent pre-flight (INTERNAL — never announce)

Run silently; surface output only on failure. Every check must pass before Checkpoint 4:

1. Data Cloud access in place for running user and Einstein Agent User (defer to agentforce-generate).
2. ADL is Activated and grounded — run a canary retrieval with the captured rag_feature_config_id; if empty despite SUCCESS, surface the Known manual step (Data Space scope on the permission set) verbatim, wait for confirmation, re-run.
3. Messaging channel remains Active after the Agentforce routing deploy (assert; initial activation is the channel-configure skill's job, not the site-integrate skill's), and the widget is actually placed — independently re-read the deployed guest-layout JSON for the experience_messaging:embeddedMessaging node rather than trusting the site-integrate skill's 200-only signal; inject if missing.

Checkpoint 4 — Review & Go Live

Embed (LWR + Aura), then complete four explicit go-live steps: (a) wire the Escalation Flow to the agent (reuse Help_Agent_Escalation_Flow if it already exists — do not create a duplicate); (b) confirm the Messaging Channel is Active in Setup → Messaging Settings; (c) Publish the Embedded Service Deployment in Setup → Embedded Service Deployments; (d) offer to test together. An unpublished deployment or an inactive channel silently ships a dead widget.

Rules / Constraints

Long-list presentation rules

AskUserQuestion is capped at 4 options. For discovered item lists (sites, channels, queues, ADLs): 1–6 items — paginate 3 per page, "Show more (N remaining)" as option 4, fixed options (Create new, etc.) on the final page only. 7+ items — list names in plain text, ask the user to type their choice, validate case-insensitively, confirm before proceeding.

Rule	Rationale
Never one-shot the setup	It is a guided conversation; wait for user input at each checkpoint
Never skip or reorder the readiness steps	Permission sets don't exist before Data Cloud enablement — you'll see PermissionSet not found: GenieUserEnhancedSecurity
Never advance past 3.5 with empty ADL retrieval	Ships a silently-broken agent
Never hardcode a site name or URL path prefix	The correct target LWR site depends on the customer's org — query first, then decide
Never present ESW-prefixed sites as widget deployment targets	ESW_* sites are internal ESD endpoint scaffolding — filter them out in post-processing before presenting site options to the user
Create the Embedded Service Deployment as V2 via the Connect API, never bare Metadata deploy — and embed the V2 ESD via the experience_messaging:embeddedMessaging LWR component	Metadata API defaults to legacy V1 (WebV1, "Web (v1)" in Setup) which breaks Enhanced Web Chat; create via Connect API on v67.0+ with clientVersion: WebV2. The customer widget mounts via the LWR component keyed on deploymentName (not a bootstrap <script>). Full six-attribute shape, the Tooling-API patch path, and guest-browser verification are in references/channel-web-chat.md — do NOT verify with curl | grep
Always create a dedicated ADL for the Help Agent — never wire the stock All_Records_and_Fields_Default library	On trial or preloaded sample-data orgs the stock library is stuck in NOT_SCHEDULED and never indexes; wiring the agent to it produces empty knowledgeSummary at runtime with no visible error. Create Help_Agent_Knowledge at Checkpoint 2 and wait for indexingStatus ∈ {COMPLETED, READY, SUCCESS} before wiring
Never leave Checkpoint 4 without publishing the Embedded Service Deployment and activating the channel	Both are required for the widget to actually serve on the site. If the ESD was created via the Connect API deployment/setup call, it is already published — verify "Published on:" is stamped (not empty) and the title has no (v1) suffix
All three channel types are supported — Web Chat, Help Portal, and Voice	For Web Chat, always run the post-deploy assertion (re-fetch the MessagingChannel, assert embeddedConfig.authMode; default UnAuth) — a wrong choice silently ships a widget that won't render for guests. The report names authMode as a bare value (authMode: UnAuth); do not narrate the rationale or the assertion in the report. Never emit a legacy esw.min.js / Live Agent V1 snippet

Output Expectations

The one deliverable is a single report.md: a status report of what was decided and done, not a design doc. Two shapes exist — a settled-facts report when the flow executed a step (concrete decided values in tables), and a guided-decision report when the flow is at a decision the user owns (present the choices, do not fabricate). Never hedge inside decision cells ("to be captured", "pending", "will create"); never fabricate opaque IDs; never manufacture blockers on checkpoints the request did not target. Full templates, per-shape rules, one-decision reasoning callouts (readiness ordering, authMode), and the "never include" scored-failure list live in references/output-report-format.md — read it before writing the report.

Reference File Index

File	When to read
assets/help-agent-spec.md	Always (first) — the canonical flow; small by design. Points to the files below
references/agent-script.md	At agent creation only (after Checkpoint 2) — the canonical agent script + placeholders
references/channel-web-chat.md	Only if the user selects Web Chat at Checkpoint 3
service-concierge-portal-generate (external skill)	Only if the user selects Help Portal at Checkpoint 3 — delegate, do not inline
references/channel-voice.md	Only if the user selects Voice (wires an existing PstnVoice channel; no number provisioning)
references/output-report-format.md	Right before writing the final report.md — the two report shapes, templates, and scored-failure list