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Phase 2 — Run the Initial Setup Bundle
Outcome: The selected Agentforce IT Service setup bundle is installed, and the admin has identified the additional configuration required for the initial scope.
User permission required: View Setup and Configuration on Salesforce Go.
- Choose whether to install sample data. Sample data provides ready-made incidents, problems, and Knowledge articles for exploration, but it isn’t required to run FRE or validate the Day 1 journey. Choose the option that fits the target environment and your organization’s data policies. If you install without sample data, use controlled pilot records during end-to-end validation.
- Choose the appropriate Standard or Custom installation. Confirm the selected feature sets and entitlement requirements before clicking Install. Changing the installation choice later can require reprovisioning.
Owner: System Admin
Use the installation procedures to install the selected setup bundle before you configure the remaining capabilities in your initial scope. See Set Up Agentforce IT Service with Salesforce Go and Set Up Agentforce IT Service Using Setup Bundles.
- From the gear menu (or the main Setup menu), open Salesforce Go.
- Locate the Agentforce IT Service Solution card and click Set Up.
- Click Get Started, review the automated benefits, and click Install.
- Choose your path: IT Service Standard Installation or IT Service Custom Installation
- Choose Install with Sample Data or Install without Sample Data.
- Wait for installation to complete.
- In the Manage User Access section that appears post-install, identify the Permission Set Groups (PSGs) that will be needed in Phase 3 — for example Change Request Fulfiller, Change Request Manager. Don't assign yet; you'll do that after creating the users.
Review the Installed Components
The bundle installs the components included in the selected setup option. In Salesforce Go, review the installed feature sets and identify the additional work required for your initial scope.
Installation alone doesn’t make every capability operational. Complete the applicable data, user-access, assignment, routing, notification, portal, and channel configuration before validating those capabilities.
If you installed sample data, use it for initial exploration. If you installed without sample data, create controlled pilot records during end-to-end validation.
Validation
- You can navigate to the Incidents, Problems, Change Requests, and Release Requests tabs.
- If you chose Sample Data, you can see at least one sample Incident in the list view.
- You can find the Salesforce Go page and see the Agentforce IT Service feature sets listed under the Feature Sets tab when filtered for Agentforce IT Service.
Common pitfalls
- Wrong path locked in. Standard vs. Custom cannot be swapped without reprovisioning. Triple-check entitlement before Install.
- Provisioning users before installation: Run the selected setup bundle before assigning the product permission set groups to pilot users.
