Appendix B — Day 1 Definition of Done

Day 1 is done when all of the following are true:

• Initial Setup bundle is installed and the chosen edition path is locked in.
• At least one user per Day-1-scope role has logged in and accessed the records appropriate to their role.
• At least one pilot employee has submitted an incident from the Employee Services portal.
• At least one incident has been assigned to the intended user or queue and resolved by a fulfiller. If Omnichannel Routing is configured, the queue-owned incident has been offered to an eligible fulfiller.
• Priority assignment rules are active for at least Incident Management.
• The customer has a written Day 2–Day 30 plan and a scheduled check-in.

If a required outcome isn’t complete, record the remaining work, owner, and validation criteria before declaring the initial deployment successful.