Phase 1 — Orient Your Team

Outcome: Everyone in the room shares a vocabulary and a mental model before touching Setup.

1. Walk through the four anchors.
   1. 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.
   2. Pilot incident journey: Intake → Triage → Assignment → Investigation → Resolution → Employee update.
   3. 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.
   4. 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.
2. 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)