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            Set Up Users and Groups for IT Services

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            3. Agentforce IT Service

            Set Up Users and Groups for IT Services

            Set up the IT team and Employee users for your IT Services implementation for a seamless experience.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            • 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.
            • 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.
            • Migrate Customer Community Plus Users to Unified Employee License
              Migrate your existing employee users in Agentforce IT Service from Customer Community Plus (CCP) licenses to the Unified Employee License (UEL) in a single bulk operation. Run the UEL migration tool from Setup to standardize on a single licensing model and establish employees as standard Salesforce users.
             
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            Salesforce Help | Article