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Roles and Responsibilities in IT Services
Learn about the different user personas in a typical Agentforce IT Service implementation and their key tasks and responsibilities.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
| role | responsibilites |
|---|---|
| Incident Fulfiller | Triages and resolves incoming incidents. Incident fulfiller can create, update, and close incidents. Incident fulfillers can also propose major incidents and create related problems or change requests. |
| Incident Manager | Leads a team of incident fulfillers to make sure incidents are resolved on time. Incident managers can create, update, close, and delete incidents. Incident managers can also propose an incident as a major incident and associate related records. |
| Major Incident Manager | Coordinates the response to critical service disruptions, focusing on rapid restoration of service and clear communication. The Major Incident Manager leads the major incident team, facilitates collaboration across resolver groups, manages stakeholder communication, and ensures that all major incidents are thoroughly documented and transitioned to Problem Management for root cause analysis. |
| Problem Manager | Oversee the entire Problem management process for their team, ensuring that problems are identified, logged, and resolved efficiently. Problem Managers also coordinate activities among teams and ensure compliance with Service Level Agreements (SLAs). |
| Problem Fulfiller | Manage the lifecycle of assigned problems, including root-cause analysis and solution implementation. Problem Fulfillers are accountable for specific problems and their resolution. |
| Change Request Manager | Oversee the Change Management process by reviewing change requests for completeness, assessing risk and impact, and evaluating the benefits of proposed changes. The Change Manager ensures that only well-documented and SLA compliant requests are approved. They coordinate with stakeholders, manage the Forward Schedule of Changes (FSC), support post-implementation reviews, and ensure timely closure of change requests. |
| Change Fulfiller | Execute the implementation of approved changes by evaluating scope, developing a comprehensive change plan, and coordinating task assignments. Change Fulfillers validate successful implementation through testing, monitor for issues during rollout, and handle rollbacks if necessary. They are responsible for updating documentation and ensuring that changes are accurately reflected in the knowledge base. |
| Release Manager | Oversee the release schedule, define the release process, and coordinate release dependencies. Release managers manage the release scope, deliver status updates, and make sure that releases are executed according to the release schedule. |
| Release Group | Launch new features, bug fixes, and changes. Share updates on development progress, oversee the development of features, bugs, and changes, and align the release scope with the release schedule. |
| Knowledge Manager | Oversees the entire knowledge base process, defines the knowledge structure, such as categories for knowledge articles, content standards, and approval flows, and ensures high quality and coverage to address knowledge gaps. |
| Knowledge User | Uses, contributes to, and maintains the knowledge base. A knowledge user, such as an author, creates, edits, archives, and deletes articles in Lightning Knowledge. A knowledge user, such as an IT fulfiller, also accesses the repository of known errors and workarounds to speed up issue diagnosis. |
| Service Designer | Defines and structures service offerings in the Unified Catalog. A service designer at a company is responsible for designing reusable Service Processes, such as Intake Forms using Flow or Omniscripts, and Fulfillment Flow using Flow or Flow Orchestrator. |
| Employee | Primary consumer of IT services via Slack, Microsoft Teams, or Agentforce Employee Portal. Uses self-service and collaboration channels to submit issues, and service requests. |
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