--- schema_version: "1" id: b3234964fb7d37e11aff36e3d1b3d1625fa99d4711ecce9b788d816b0b675766 title: Set Up Employees for IT Services collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_create_emp_users.md canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_emp_users.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: b842df922c7f5d12172bbab958f565cbee469719fe9deb7aff9fb8e1d9261bad description: To provide a seamless service experience, you must create Employee records using the appropriate licenses and assign the necessary privileges to ensure they have the right level of access and support. products: - Service Cloud - Agentforce IT Service release: "264" --- # Set Up Employees for IT Services To provide a seamless service experience, you must create Employee records using the appropriate licenses and assign the necessary privileges to ensure they have the right level of access and support. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To create users: Manage Internal Users
To enable Employee User: Edit access on User record
## Create Employees To set up your employees, first create a user with the Unified Employee license and then designate them as an employee. For more details on this license, see [Unified Employee License Details](https://help.salesforce.com/s/articleView?id=platform.users_license_types_salesforce_unified_employee.htm&type=5&language=en_US). ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note All employee users created before the Spring ‘26 release using the Customer Community Plus license and user profile remain unaffected. These users retain their existing access, permissions, and functionality. However, we recommend using the Unified Employee license and profile for creating new employees moving forward. 1. Create a [person account](https://help.salesforce.com/s/articleView?id=sales.account_person.htm&type=5&language=en_US). 1. From the App Launcher, search for and select **Accounts**. 2. Click **New** and create a person account. 3. Enter the user’s details, such as first and last name. 4. Save the changes. 2. Build and publish an Experience Cloud site for your employee users using an [IT Service template](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_creation.htm&release=264.0.0&type=5 "Build and customize the Experience Cloud site that hosts the Employee Services portal. Choose from the Agentforce Employee Center template or the Agentic Center template for IT Services. These templates provide preconfigured pages and components for IT Services to help you set up your site."). 3. [Create a new user record.](https://help.salesforce.com/s/articleView?id=platform.adding_new_users.htm&type=5&language=en_US) 4. Assign the new user you created the Unified Employee license and the associated permission set licenses and permission sets. See [Assign the Unified Employee license](https://help.salesforce.com/s/articleView?id=platform.users_license_types_salesforce_UEL_assign.htm&type=5&language=en_US). 5. Assign the required permission sets to your user. See [Set Up Permission Sets and Access for the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_permissions.htm&release=264.0.0&type=5 "Before you set up your Employee Services portal site, enable the org-level features the portal depends on. Then assign employees a license and the permission sets that give them access to the IT service records and features they need."). 6. Add the user as a member of the Experience Cloud site for your Employee Services portal. See [Assign the Unified Employee license](https://help.salesforce.com/s/articleView?id=platform.users_license_types_salesforce_UEL_assign.htm&type=5&language=en_US). 7. Designate as an employee. 1. From the App Launcher, search for and select **People**. 2. Select the user you created. 3. Click **Enable Employee User**. 4. Enter the employee's specific details, such as the associated contact, employee number, start date, and employee status. 5. Save the changes to create the official employee record. 8. [Give your employee users access to Microsoft Teams.](https://help.salesforce.com/s/articleView?id=service.it_srvcs_msteams_config_emplye_srvcs_app.htm&release=264.0.0&type=5 "Assign the required permissions to employee users in Microsoft Teams.") 9. [Give your employee users access to Slack.](https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_setup.htm&release=264.0.0&type=5 "Before you start using the Slack apps for Agentforce IT Service, complete the basic setup required to connect your Salesforce org to your Slack workspace.") Direct the employee to your employee portal URL. The employee can click **Forgot Password** on the login page and follow the email prompts to set their password and begin using the portal. ## Assign a Service Management Privilege to Employees Create and assign a service management privilege to employees so that records for privileged employees are prioritized by the IT team, whether they log the record themselves or an IT service rep logs it for them. When an employee with a privilege that’s tagged VIP reports an incident, a banner on the incident record tells fulfillers that the incident requires prioritized handling. ### Required Editions ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note This feature applies to employees represented as person accounts. Person Accounts must be enabled in your org, and each person that you assign a privilege to must have an employee record.
User Permissions Needed
To assign or remove privileges for employees: Assign Service Management Privilege User
The Assign Service Management Privilege User permission comes with the Service Management Privileges permission set license, which is included in the Incident Manager permission set group. Without this permission, the action for assigning privileges doesn’t appear on the employee record. Tags categorize privileges and can be reused across records. When you turn on service management privileges, Salesforce adds a VIP tag value for you. To categorize privileges with your own tags, add Tag picklist values for Service Management Privileges in Object Manager. To add or edit Tag picklist values, see [Add or Edit Picklist Values](https://help.salesforce.com/s/articleView?id=platform.updating_picklists.htm&type=5&language=en_US). 1. Turn on service management privileges, and create the privileges that you assign to employees. 1. From Setup, in the Quick Find box, search for and select Service Management Privileges. You can also go to Feature Settings, and then select **Service Management Privileges**. In earlier releases, this page was under IT Service Management. 2. Turn on Service Management Privilege Assignment. When you turn on this setting, Salesforce creates a privilege that’s tagged VIP so that your team can use it right away. Edit this privilege like any other privilege, or create more privileges alongside it. If you turn the setting off and on again, Salesforce doesn’t create a duplicate. 3. In the Service Privileges section, click **New**. 4. Enter the details.
Field Description
Privilege Title Enter the display name for the privilege, such as CEO. This name appears on the privilege badge wherever the privilege is shown to fulfillers.
Description Enter a description for the privilege. For example, This is for privileged employees only.
Tag

Select a tag. For example, Privileged User or General User.

Incidents reported by an employee who has a privilege that’s tagged VIP are automatically flagged for prioritized handling.
Function Type Select a function type. IT Service is available by default.
Access Level Enter an access level for the privilege. Higher access levels represent higher-priority employees in your org.
Color Select the background color for the privilege badge. If you don’t select a color, the badge uses a default color.
5. Save your changes. 6. (Optional) To update or remove a service privilege, use the row actions menu, and select **Edit** or **Delete**. 2. Assign one or more service privileges to an employee. 1. From the **App Launcher**, find and select **Agentic IT Service Desk**, and then select **Employees**. 2. Open the record of the employee that you want to assign a privilege to. If the Employee Profile Card isn’t on the page, edit the page and add the component. 3. From the actions menu on the Employee Profile Card, select **Assign Service Privileges**. If you don’t see the action, check that Service Management Privilege Assignment is turned on and that you have the Assign Service Management Privilege User permission. 4. Select one or more privileges, and then click **Assign**. The privileges that you select replace the employee’s current assignments. To remove a privilege, clear its selection before you assign. Assigned privileges appear to fulfillers in these places: - On the Requester Information card of a record such as an incident, each of the requester’s privileges appears as a colored badge. Up to three badges appear. If the employee has more privileges, the remaining ones are collapsed into a count that you can point to to see the rest. - When an employee who has a privilege that’s tagged VIP reports an incident, a banner at the top of the incident record tells fulfillers that the request requires prioritized handling. - The read-only Is VIP User Impacted field on the incident is selected when the employee who reported or created the incident has a privilege that’s tagged VIP. Use this field in list views, reports, and milestone criteria. The field isn’t on the default page layout. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Salesforce sets the Is VIP User Impacted field when an incident is created and when the Reported By field changes. If you assign a privilege to an employee after their incident is created, the incident doesn’t reflect the change until it’s saved again with a different Reported By value. ## Prioritize Incidents for Employees with Privileges Use the standard flow templates to give incidents from privileged employees faster SLA targets and specialized routing. Each template checks whether the employee who reported the incident has a privilege that’s tagged VIP. Turn on service management privileges and assign a privilege that’s tagged VIP to at least one employee. See [Assign a Service Management Privilege to Employees](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_emp_users.htm&release=264.0.0&type=5 "Create and assign a service management privilege to employees so that records for privileged employees are prioritized by the IT team, whether they log the record themselves or an IT service rep logs it for them. When an employee with a privilege that’s tagged VIP reports an incident, a banner on the incident record tells fulfillers that the incident requires prioritized handling."). To use the entitlement template, SLA policies and entitlements must also be enabled for your org. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Flow templates don’t run on their own. Clone each template into a flow, and then activate the flow. 1. To give incidents from privileged employees faster response and resolution targets, create an SLA policy for incidents, add milestones, and activate the policy with an entitlement. See [Configure Your Own SLA Policies and Milestones for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_manual_sla_setup.htm&release=264.0.0&type=5 "Configure highly customized business requirements by creating your own SLA (service level agreement) policies instead of using predefined SLA policies. Review the high-level steps to configure SLA policies and milestones for incidents, problems, change requests, and other objects in IT Services."). Copy the ID of the entitlement, because you need it in the flow. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note If you set a milestone’s activation criteria to Rules without adding any conditions, the milestone never activates. Leave the activation criteria blank, or use a formula with the value true. 2. From Setup, go to **Flows**, and find the **Assign Incident Entitlement Based on Privilege** template. 3. Clone the template into a flow. 4. In the Update Incident element, enter the ID of the entitlement to assign. The template ships with this value blank. Until you set it, the flow doesn’t assign an entitlement. 5. Save and activate the flow. The flow runs when an incident is created or updated and no entitlement is attached yet. Attaching the entitlement is what starts the SLA milestones on the incident. To prioritize incidents for a privilege other than VIP, edit the condition in your cloned flow. 6. To route incidents from privileged employees to a specific queue or user, find the **Assign Incident Owner Based On Privilege** template, and clone it into a flow. 7. In the Update Incident Owner element, enter the ID of the queue or user to assign the incident to, and then save and activate the flow. This flow runs only when an incident is created, and only when the Reported By field contains a person account. If incidents from privileged employees don’t get an entitlement or an owner, check that you cloned the template into a flow and activated it, that you entered the entitlement, queue, or user ID, and that the employee has a privilege that’s tagged VIP.