Set Up Agentforce IT Service Using Setup Bundles

From the IT Service Solution card, you can choose between two installation paths tailored to your organizational needs.

• Standard Installation: Provision IT services in just a few clicks. Get standard features and pre-loaded sample data instantly, empowering your customers to resolve requests faster than ever. Included capabilities:
  • Report incidents and track problems
  • Manage change and release
  • Manage knowledge
  • Report issues from the self-service portal
  • Improve support with SLAs and assignment rules
  • Centralize IT infrastructure and configuration data with CMDB
  • Create and manage notifications of all important updates
• Custom Installation: Build your ideal IT environment. Select only the specific capabilities your company requires and deploy them via a guided, step-by-step interface. You can also include sample data with every capability you install.

Regardless of the path you choose, the solution automates the heavy lifting of your IT Service Management (ITSM) environment:

• Core ITSM objects: Automatically configures Incident, Problem, Change, and Release Management.
• Integrated CMDB: The Configuration Management Database (CMDB) is activated by default, providing immediate visibility into your IT asset landscape.
• SLA policies: Generates Service Level Agreement (SLA) policies the moment SLA Management is turned on, so you can monitor performance metrics and resolution trends for IT issues.
• Notification settings: Enables multichannel notifications for instant Slack and email alerts on critical updates.
• Assignment rule templates: Deploys preconfigured templates to route tickets to the correct teams without manual intervention.

The installer steps through staged capability groups, such as Incident and Problem, Knowledge, Incident Routing, Agentforce for IT Service, Change and Release, SLA and Notification, and CMDB. For each group, Salesforce Go turns on the underlying feature, verifies org readiness, installs the required metadata, and—when you opt in—installs sample data.

Note Standard Installation already includes pre-loaded sample data so your team can explore Agentforce capabilities immediately. With Custom Installation, you can toggle sample data on or off for each capability you install.