Phase 0 — Pre-Day 1 Readiness

Outcome: No Day 1 surprises. All entitlements, accounts, and stakeholders are confirmed.

1. Confirm entitlements
   • Agentforce IT Service license is provisioned in the target org. Confirm Standard vs Custom edition — this determines which Initial Setup bundle path is available.
   • At least one Unified Employee License (UEL) is available for employee user testing. (As of Spring '26, UEL is the recommended license for new employee users; existing Customer Community Plus employees remain unaffected.). For more information, see Assign the Unified Employee License.
   • System Administrator profile access is confirmed for the person running Day 1.
2. Confirm stakeholders are scheduled

   Identify the people who must participate in the initial setup and validation:

   • System Admin — runs the bundle, provisions users
   • IT Service Lead / Process Owner — confirms priority matrix, queues, routing intent
   • Service Designer (optional but recommended) — confirms intake/fulfillment flows
   • One pilot Incident Fulfiller — first human to log in and validate the work surface
   • One pilot Employee — first human to submit a ticket via the portal
3. Confirm channel readiness (if applicable)
   • Slack workspace admin access confirmed (if rolling out the Slack channel on Day 1)
   • Microsoft Teams admin access confirmed (if rolling out Teams)
   • Email-to-case domain decided (if email is a Day 1 channel)

   Important: If Slack or Microsoft Teams is in scope, confirm channel-administrator availability and required approvals before beginning the implementation.

4. Decide your Day 1 scope

   You will not turn on every feature on Day 1. Pick a scope:

   • Recommended initial scope: Incident Management, Request Management, and the Employee Services portal, with assignment configured for the pilot incident.

   Choose whether to install sample data based on the target environment and validation needs.

   The features available during initial setup depend on the selected installation and your organization’s entitlements. Review the feature sets shown in Salesforce Go before installation.

   • Expanded Day 1: Add Problem Management and Knowledge from the start.
   • Defer to Day 2+: CMDB & Discovery, Change & Release Management, Major Incident workflow, Slack/Teams channels, AI agents.

   Document the chosen scope before Day 1 begins.