Phase 7 — Hand-Off and Day 2 Plan

Outcome: The implementation team finishes the initial setup with documented configuration, identified owners, and an agreed sequence for the next implementation activities.

1. Confirm what's running

   Walk through this checklist with the customer:

   • Setup bundle: installed; installation selected: Standard/Custom
   • Sample data: installed/not installed
   • IT team users: N created, N assigned PSGs
   • Employee users: N created, portal accessible
   • Queues and groups: created, populated
   • Priority matrix: configured for Incident (and Problem/Change?)
   • Field mappings: reviewed
   • End-to-end test: passed
2. Recommend a Day 2–Day 30 sequence

   Suggest this default order for the customer's next 30 days. Customer adjusts based on their priorities.

   Week	Focus	Why
   Day 2–3	Knowledge Management — import or create initial articles	Enables grounded self-service answers and supports fulfiller resolution
   Day 4–7	Slack and/or Microsoft Teams channel rollout	Makes IT Service available in employees’ existing collaboration channels
   Week 2	Problem Management workflow if not yet activated; Major Incident workflow	Helps your organization manage recurring and high-impact issues
   Week 2–3	CMDB & Discovery setup, link CIs to Incidents	Powers impact analysis and Service Graph
   Week 3	Change Management + IT Service Calendar + Risk Assessment	Supports governed planning and execution of production changes
   Week 4	Release Management; Employee and fulfiller agent capabilities, where licensed and configured	Extends automation and fulfiller assistance
   Ongoing	Tableau and Data 360 analytics; KPI dashboards	Continuous improvement

3. Point them at the learning resources

   Continue with the Agentforce IT Service Help topics for the capabilities included in your implementation. Use Trailhead, developer documentation, and product videos as supplementary learning resources.

   • Trailhead — Agentforce IT Service: Quick Look (orientation)
   • Trailhead — Agentforce IT Service Basics (deeper module)
   • Agentforce IT Service Developer Guide (for customization and standard objects)
   • Product videos: Agentforce IT Service overview, Incident Management, Problem Management, Change Management, Release Management, Self-Service Portal, Omni-Channel Routing, Assignment Rules, IT Service Calendar, Notifications
4. Schedule the Day 2 check-in

   Block 30 minutes 1–2 business days out. Use it to:

   • Resolve any Day 1 leftovers
   • Confirm the Day 2–30 plan
   • Identify the customer's first real (non-sample) workflow to onboard