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Phase 1 — Orient Your Team
Outcome: Everyone in the room shares a vocabulary and a mental model before touching Setup.
Owner: Implementation Lead
Before beginning setup, confirm that the implementation team agrees on the initial scope, participating roles, and expected incident journey.
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Walk through the four anchors.
- Agentforce IT Service: A unified platform for incident, request, problem, change, release, knowledge, and configuration management. AI agents assist employees and IT teams, while fulfillers remain responsible for human-led service work.
- Pilot incident journey: Intake → Triage → Assignment → Investigation → Resolution → Employee update.
- The roles. Who does what — Incident Fulfiller, Incident Manager, Major Incident Manager, Problem Manager/Fulfiller, Change Manager/Fulfiller, Release Manager, Knowledge Manager, Service Designer, Employee.
- The key terms. Incident vs. Major Incident vs. Problem vs. Change Request vs. Service Request. Confirm that the implementation team uses these terms consistently before configuring processes and permissions.
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Map Your Organization’s Roles to the Standard Personas.
Complete the table with the corresponding roles and pilot participants in your organization.
Standard Agentforce IT Service Role Your Organization's Equivalent Named Person on Day 1 System Admin Incident Fulfiller Incident Manager Major Incident Manager Problem Fulfiller Problem Manager Change Fulfiller Change Manager Release Manager Knowledge Manager Service Designer Employee (test pilot)
Validation: Before moving on, every role you plan to activate on Day 1 has at least one named person.
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