Provisioning a human Agent looks similar to provisioning any Salesforce user, with a few service-specific extras. Provisioning an Agentforce Agent is a different exercise covered under that term.
- Create the user with the right licence
Setup, Users, New User. Choose a Service Cloud user licence and Service Cloud Voice or Digital Engagement add-ons as needed.
- Assign permission sets and PSLs
Assign the Service Console permission set, the Knowledge user permission set, and any add-on permission set licences. Test that the user lands in the Service Console after login.
- Add Presence Statuses and configurations
Setup, Omni-Channel, Presence Statuses. Assign at least one Available status to the user. Without a Presence Status, Omni-Channel cannot route work.
- Set capacity and skills
Configure the Agent's capacity in the Presence Configuration. Assign skills from the Skills setup page, either manually or through a Skills assignment Flow.
- Add the Agent to queues and routing rules
Make sure the Agent is a member of any relevant queues. Validate the routing rule the org uses; for skills-based routing, validate skill profiles.
- Without a Presence Status the user cannot accept any Omni-Channel work, regardless of permission sets.
- Capacity is per Presence Configuration, not per user. Configuring it once in the wrong template affects every Agent attached to that template.
- Skills are case-sensitive and live in their own records. Updating an Agent's spoken languages outside the skills surface does not affect routing.
- Agentforce Agents do not have a traditional Salesforce user seat. Treating them as human users in licence reporting overstates seat usage.