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            Set Up Employees for IT Services

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            Set Up Employees for IT Services

            To provide a seamless service experience, you must create Employee records using the appropriate licenses and assign the necessary privileges to ensure they have the right level of access and support.

            Required Editions

            Available in: Lightning Experience
            Available in: Unlimited and Enterprise editions with Agentforce IT Service.
            User Permissions Needed
            To create users: Manage Internal Users
            To enable Employee User: Edit access on User record

            Create Employees

            To set up your employees, first create a user with the Unified Employee license and then designate them as an employee.

            For more details on this license, see Unified Employee License Details.

            Note
            Note All employee users created before the Spring ‘26 release using the Customer Community Plus license and user profile remain unaffected. These users retain their existing access, permissions, and functionality. However, we recommend using the Unified Employee license and profile for creating new employees moving forward.
            1. Create a person account.
              1. From the App Launcher, search for and select Accounts.
              2. Click New and create a person account.
              3. Enter the user’s details, such as first and last name.
              4. Save the changes.
            2. Build and publish an Experience Cloud site for your employee users using an IT Service template.
              See Assign the Unified Employee license to complete the steps for adding the employee users as members of the Experience Cloud site.
            3. Create a new user record.
            4. Assign the new user you created the Unified Employee license and the associated permission set licenses and permission sets.
            5. Assign the ITSM Portal Uel User permission set to your user.
            6. Designate as an employee.
              1. From the App Launcher, search for and select People.
              2. Select the user you created.
              3. Click Enable Employee User.
              4. Enter the employee's specific details, such as the associated contact, employee number, start date, and employee status.
              5. Save the changes to create the official employee record.
            7. Give your employee users access to Microsoft Teams.
            8. Give your employee users access to Slack.

            Direct the employee to your employee portal URL. The employee can click Forgot Password on the login page and follow the email prompts to set their password and begin using the portal.

            Assign a Service Management Privilege to Employees

            Create and assign a service management privilege to employees so that records for privileged employees are prioritized by the IT team, whether they log the record themselves or an IT service rep logs it for them. When an employee with service management privileges that meet the escalation threshold reports an incident, a banner is displayed on the incident record indicating that the incident has been prioritized for investigation and resolution.

            Note
            Note This feature applies to employees represented as person accounts.

            Make sure you've added Tag picklist values for Service Management Privileges in Object Manager. Tags categorize privileges and can be reused across records. Salesforce doesn't provide Tag values by default. To add or edit Tag picklist values, see Add or Edit Picklist Values.

            1. Set up service management privileges and an escalation threshold to prioritize records, and create the service management privileges you assign to employees.
              1. From Setup, in the Quick Find box, search for and select Salesforce Go.
              2. In the search box, find and select Incident Management.
              3. In the Set Up Basics section, turn on Service Management Privilege Assignment.
              4. In the Configure Service Management Privileges section, click Go to Setup.
              5. In the Service Privileges section, click New.
              6. Enter the details.
                Field Description
                Description Enter a description for the privilege. For example, This is for privileged employees only.
                Tag Select a tag. For example, Privileged User or General User.
                Function Type Select a function type. IT Service is available by default.
                Access Level Enter an access level for the privilege. Higher access levels represent higher-priority employees in your org. Access levels determine whether incidents created or reported by an employee meet the escalation threshold and are automatically prioritized.
              7. Save your changes.
              8. (Optional) To update or remove a service privilege, use the row actions menu, and select Edit or Delete.
            2. Assign a service privilege to employees so incidents are automatically prioritized when an incident is created by or reported for a privileged employee.
              1. In the Service Privileges section, find the service privilege that you want to assign.
              2. From the row actions menu, select Assign.
              3. To search for the employee, enter the name of the employee in Search Employees.
                Only active employees appear in the search results. Enter at least a few characters to see matching employees.
              4. Next to the employee name, click Add.
              5. (Optional) To remove an employee assignment, in the Employees Assigned section, click the remove icon next to the employee name.
              6. Save your changes.
                If an employee is assigned multiple service privileges, incidents are prioritized based on the highest access level assigned to the employee.
            3. Select the access level that determines when incidents are automatically prioritized based on the employee in the Reported By field.
              Changes to service privileges or escalation threshold apply to new or updated incidents.
              1. In the Incident Escalation Threshold section, click Set Up.
              2. Select an escalation threshold value.
                For example, if you select 2, incidents created or reported by employees with an access level 2 or higher are automatically classified as privileged users.

                By default, the escalation threshold is the highest access level (2147483647), so records aren't automatically prioritized until you configure service management privileges and set a threshold.

              3. Save your changes.
             
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