In Salesforce Agentforce, when configuring an Employee Agent, there is no option to select a specific user. This agent automatically acts as the logged-in Salesforce employee and performs actions based on their permissions.
But when we create the Agentforce Service Agent, we deploy it on a customer-facing site or Community site, and it interacts with customers to handle their requests automatically based on the configured actions.
If the Agentforce Service Agent is deployed on a public site, it runs with the permissions of the Guest User for that site. This means it can only access objects, fields, and actions that the Guest User profile allows. It cannot perform actions restricted to internal Salesforce users.
For this reason, we have the Einstein Service Agent User. We can assign permissions to this user based on business requirements, and the agent responds to customers according to those permissions.
In this article, we will learn about the Einstein Service Agent user in Salesforce Agentforce. I will explain who the Einstein Service Agent user is, why we need them for service AI agents, and how to assign permissions to this user.
Einstein Service Agent User in Salesforce Agentforce
In Salesforce Agentforce, the Einstein Service Agent user is a special type of user created to run service agents, especially when they are deployed on public sites or communities.
Unlike regular Employee Agents, the Einstein Service Agent User cannot log in to the Salesforce org. When you create an Agentforce Service Agent for the first time, you need to select an Agent User.
Since the Einstein Service Agent User does not exist yet, the only option available is to create a New Agent User.
When we create an Agentforce Service Agent, Salesforce automatically assigns an Agent User to it. If the Einstein Service Agent User does not exist yet, Salesforce will prompt you to create a new Agent User, which will then act as the identity for the Service Agent.
After assigning the Einstein Service Agent User, you can find it in the User Setup. There, you will see that Salesforce has created a dedicated user profile with a special license for the Service Agent.
This license defines what features and permissions the agent can use inside Salesforce.
