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Appendix A — Day 1 Troubleshooting Quick Reference
Identify likely causes and recommended fixes for common Agentforce IT Service Day 1 implementation issues.
| Symptom | Likely cause | Fix |
|---|---|---|
| Bundle install fails or times out | Insufficient permissions, incorrect installation option selected | Verify View Setup and Configuration on Salesforce Go; confirm the selected installation and entitlement requirements |
| User can't see Incident tab | Missing PSG | Assign the matching Permission Set Group, not just the profile |
| Incident lands unassigned | Queue empty or assignment rule inactive | Add fulfillers to the IT Fulfillers Queue; confirm rule is active |
| Priority is always default | Priority matrix not turned on, or combination undefined | Turn on Automatic Priority Assignment; define every urgency × impact cell |
| VIP escalation banner never appears | Tag picklist not seeded, threshold left at default max | Add Tag picklist values; set the escalation threshold required by your organization’s privilege configuration |
| Employee can't log into portal | Portal not published, UEL not assigned, ITSM Portal UEL User permission set missing | Confirm that the portal is published, the employee user is enabled, the Unified Employee License is assigned, and the required portal permission sets are assigned. |
| Notifications don't arrive | Channel settings not enabled, Slack/Teams setup incomplete | Confirm notification settings deployed by bundle; finish channel-specific setup |
| Field mapping doesn't autofill | Mapping not saved, or mapping not applicable to that record-creation path | Re-open Autofill Configuration; confirm save; test with the exact source-target combination |
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