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Phase 4 — Provision Employee Users

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Phase 4 — Provision Employee Users

Outcome: At least one pilot employee can sign in to the Employee Services portal and submit an incident or request. If configured, the employee can also access IT Service through Slack or Microsoft Teams.

Required Editions

Actions Permissions
Create users Manage Internal Users
Enable Employee User Edit access on User record

Recommended path: Unified Employee License (UEL)

For new employee users, assign the Unified Employee License and the required profile and permissions. Don’t migrate existing employee users as part of the initial pilot unless migration is included in your implementation plan.

  1. Create a person account for the employee.
    1. From the App Launcher → Accounts → New → person account.
    2. Enter first/last name. Save.
  2. Build and publish an Experience Cloud site for your employees using an IT Service template.

    This is your self-service portal.

    1. From the site's Workspaces, go to Administration → Login & Registration.
    2. Under Login Page Setup, check Allow Employees to log in directly to an Experience Cloud site.
  3. Create the user record (standard new-user steps).
  4. Assign the Unified Employee License and the associated permission set licenses and permission sets.
  5. Assign the ITSM Portal UEL User permission set to the user.
  6. Designate the user as an employee:
    1. App Launcher → People → select the user.
    2. Click Enable Employee User.
    3. Enter employee number, start date, employee status, associated contact.
    4. Save.
  7. Optional: (Optional, Day 1 if scope allows) Give the employee Microsoft Teams access via the Employee Services app configuration.
  8. Optional: (Optional, Day 1 if scope allows) Give the employee Slack access via the Slack setup.
  9. Optional: Optional but recommended: Service Management Privileges

    If your customer has VIPs (executives, on-call engineers, customer-facing roles) whose tickets must be auto-prioritized:

    1. From Setup → Salesforce Go → Incident Management → turn on Service Management Privilege Assignment for Employees.
    2. In Configure Service Management Privileges for Employees, click Go to Setup.
    3. Create a Service Privilege: enter Description, Tag (e.g., Privileged User), Function Type (IT Service), and Access Level (higher = higher priority).
    4. Assign the privilege to the appropriate employees.
    5. Set the Incident Escalation Threshold. For example, threshold = 2 means employees at access level 2 or above auto-trigger escalation. (Default is the maximum integer, which effectively disables auto-prioritization until you configure it.)
    Important
    Important

    Pitfalls

    • Forgetting to configure the escalation threshold means privileges exist but never trigger.
    • Tag picklist values for Service Management Privileges must exist in Object Manager before creating privileges. Salesforce doesn't ship default Tag values.
  10. Direct the employee to the portal

    After setup, send the employee the portal URL. They click Forgot Password on the login page to set their password and begin using the portal.

Validation

  • Pilot employee logs into the Experience Cloud portal.
  • Pilot employee can submit a test incident from the portal.
 
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