Einstein Service Agent User in Salesforce Agentforce : Shubham
by: Shubham
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### Summary of the Content In Salesforce Agentforce, the **Employee Agent** operates using the permissions of the logged-in employee, meaning it cannot be assigned to a specific user. In contrast, the **Agentforce Service Agent** is designed for customer-facing interactions on public or community sites. When deployed publicly, this agent operates under the permissions of a **Guest User**, limiting its access to Salesforce data. To address this limitation, Salesforce introduces the **Einstein Service Agent User**. This special user can be assigned permissions tailored to business needs, allowing for secure interactions with customers. Unlike Employee Agents, the Einstein Service Agent User does not log in to Salesforce. When creating an Agentforce Service Agent, if the Einstein Service Agent User does not exist, you must create one, which will then be linked to the agent. ### Importance of the Einstein Service Agent User The **Einstein Service Agent User** is crucial for enabling the service agent to perform necessary actions, such as checking order statuses or updating records. Since these agents interact with external customers, it is essential to assign them the correct permissions to ensure they can retrieve and manage data effectively without compromising sensitive information. For example, if a customer requests their order status, the agent needs appropriate permissions to access that information. If the permissions are not granted, the agent will be unable to provide the necessary response. To assign permissions, you can access the user record page in Salesforce, navigate to the Permission Set Assignment, and grant the required access. ### Conclusion Understanding the role of the **Einstein Service Agent User** is vital for businesses using Salesforce Agentforce. Properly assigning permissions ensures that the service agents can interact securely and efficiently with customers, ultimately enhancing the customer experience. ### Additional Context - The Einstein Service Agent User is a vital component in the Salesforce ecosystem, especially for businesses that prioritize customer service through automated agents. - It allows for flexibility and security in handling customer requests, ensuring that sensitive data is protected while still providing necessary information to customers. ### Relevant Hashtags for SEO #Salesforce #Agentforce #EinsteinServiceAgent #CustomerService #SalesforceAutomation #UserPermissions #DigitalTransformation #CustomerExperience #SalesforceTips #ServiceAgents
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.
Why do we need the Einstein Service Agent User?
For the Employee Agent in Salesforce Agentforce, it performs actions based on the permissions of the logged-in Salesforce employee.
But when a Service Agent is deployed on a public site, it is accessed by external users or customers.
Whenever a customer submits a request or prompts for information, the response is provided by the Einstein Service Agent User, since it has the permissions needed to access Salesforce data and interact with the customer securely.
To allow the agent to perform tasks such as checking order status, updating records, or providing responses, we assign a dedicated Einstein Service Agent User with specific permissions. This ensures the agent can act on Salesforce data without exposing sensitive information.
For example, we have created an Apex class as a custom action to retrieve the order status and provide a response to customers whenever they request it.
The Einstein Service Agent User executes this action, ensuring the customer receives the correct information based on the permissions assigned.
However, when a customer requests the AI Service Agent to retrieve the order status, the agent may not be able to access the details. This happens because the Einstein Service Agent User does not have the required permissions to access the order information.
Now, let’s provide the required permissions and access to the Einstein Service Agent User. This way, whenever a customer makes a request, the Service Agent can fetch the correct information and respond accurately.
To do this, search for ‘User‘ in the Quick Find box. -> Open the EinsteinServiceAgent User -> To give the permission, you will see Permission Set Assignment in the user record page. -> Open any permission set to provide required access.
Below, you can see that the Einstein Service Agent User does not have permission to access the object from which the Service Agent needs to retrieve records.
Now I have given access, and then I click the Save button.
After granting the required permissions to the Einstein Service Agent User, when the customer requests the details again, the Service Agent is now able to provide the correct response.
How does the Einstein Service Agent User Work in Salesforce Agentforce?
The Einstein Service Agent uses the permissions of the Einstein Service Agent User to perform actions.
The Einstein Service Agent User acts as the identity of the Service Agent when interacting with customers.
It enables businesses to control what the agent can do, ensuring customer interactions are secure and efficient. Assigning proper permissions to this user is essential for the agent to work correctly.
For example, if the agent needs to check a customer’s order, it can only see the fields and records that the assigned user has access to. This way, the agent behaves securely and consistently based on the permissions given.
Conclucion
I hope you have got a clear idea about the Einstein Service Agent User in Salesforce Agentforce. We discussed what this user is and why it is important for Service Agents deployed on public sites.
You also learned how missing permissions can stop the agent from giving the right response to customers. By assigning the correct permissions, the Einstein Service Agent User can securely access data and provide accurate answers.
You may like to read:
- Salesforce Agentforce: Create Custom Action Using Flow & Assign to Agent
- Einstein Service Replies for Email in Salesforce Agentforce
- Building Blocks of Agents in Salesforce
- Salesforce Employee and Service Agent in Agentforce
- Einstein Trust Layer in Salesforce Agentforce
The post Einstein Service Agent User in Salesforce Agentforce appeared first on SalesForce FAQs.
November 26, 2025 at 11:27PM
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