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Set Up IT Team
Create the necessary IT team users for IT services according to different personas. Then, set up essential groups and queues to enable intelligent routing, automated work assignment, and cross-team collaboration for your IT services org.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To create users: | Manage Internal Users |
| To create public groups: | Manage Users |
| To create queues: | Customize Application AND Manage Public List Views |
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Create new users according to different personas needed
in your company.
For different user personas, review the type of profile you need to use while creating the user. The users will also need the correct permission sets and permission set groups required for their job function. See Permission Sets for Agentforce IT Service.
Persona Purpose Profile System Admin Configures and deploys core features in the IT service org, including Incident, Problem, Change, and Release. System Administrator Incident Fulfiller Resolves day-to-day incidents and leverages Agentforce for faster resolution. Standard User Incident Manager Manages and oversees the entire incident resolution process, handles escalations, monitors team KPIs, and tracks performance against SLAs. Standard User Major Incident Manager Manages the Major Incident lifecycle and approves critical events. Standard User Problem Fulfiller Investigates and addresses the root cause of recurring incidents. Standard User Problem Manager Owns the Problem Management process, prioritizes recurring issues, ensures Known Error documentation is created, and coordinates resources for Root Cause Analysis (RCA). Standard User Change Fulfiller Develops the comprehensive implementation plan (tasks, timelines, rollback), executes the changes, verifies the fix through testing, and supports the post-implementation review (PIR). Standard User Change Manager Approves change requests, assesses risk and impact for the organization and prioritizes changes. Standard User Release Manager Coordinates and executes the deployment of approved changes (Release Management). Standard User - Create a public group.
- Create queues.
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Add the relevant users to the queues and groups.
Review this table for the groups and queues needed, their purpose, and persona membership. These are just few examples of processes where creating groups and queues can help. You can also create groups or queues for other purposes in your company.
Group or Queue Included Users Purpose Queues for Assignment IT Fulfillers Serves as the primary destination for incoming work records (incidents, problems) that are automatically routed by assignment rules and omnichannel routing. Major Incident Approval Group Major Incident Manager A public group that manages notifications and approval requests when an incident is proposed to be a major incident. Release Group Release Manager Coordinates activities and communications related to approved change deployments and release planning.
