---
schema_version: "1"
id: d3da46f56327c6dff6c5a2a20868676ecde4733463b01144cc0576fb052f99cd
title: Set Up IT Team
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_create_it_team.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_it_team.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1c39d0366189c44a107352e7c5355817a36236361130aa1152ec7ee0d42c3593
description: Create the necessary IT team users for IT services according to different personas. Then, set up essential groups and queues to enable intelligent routing, automated work assignment, and cross-team collaboration for your IT services org.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Set Up IT Team

Create the necessary IT team users for IT services according to different personas. Then, set up essential groups and queues to enable intelligent routing, automated work assignment, and cross-team collaboration for your IT services org.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d62086e71">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62086e71 ">To create users:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62086e71 ">Manage Internal Users</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62086e71 ">To create public groups:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62086e71 ">Manage Users</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d62086e71 ">To create queues:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d62086e71 ">
              <p>Customize Application</p>
              <p>AND</p>
              <p style="margin-bottom:0;">Manage Public List Views</p>
            </td>

          </tr>
        </tbody>
      </table>

1. [Create new users](https://help.salesforce.com/s/articleView?id=platform.adding_new_users.htm&type=5&language=en_US) according to different personas needed in your company.
    
    For different user personas, review the type of profile you need to use while creating the user. The users will also need the correct permission sets and permission set groups required for their job function. See [Permission Sets for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_permission_sets.htm&release=264.0.0&type=5 "Permission sets, permission set groups, and user permissions in Salesforce work together to streamline and manage access control effectively.").
    
      
    | Persona | Purpose | Profile |
    | --- | --- | --- |
    | System Admin | Configures and deploys core features in the IT service org, including Incident, Problem, Change, and Release. | System Administrator |
    | Incident Fulfiller | Resolves day-to-day incidents and leverages Agentforce for faster resolution. | Standard User |
    | Incident Manager | Manages and oversees the entire incident resolution process, handles escalations, monitors team KPIs, and tracks performance against SLAs. | Standard User |
    | Major Incident Manager | Manages the Major Incident lifecycle and approves critical events. | Standard User |
    | Problem Fulfiller | Investigates and addresses the root cause of recurring incidents. | Standard User |
    | Problem Manager | Owns the Problem Management process, prioritizes recurring issues, ensures Known Error documentation is created, and coordinates resources for Root Cause Analysis (RCA). | Standard User |
    | Change Fulfiller | Develops the comprehensive implementation plan (tasks, timelines, rollback), executes the changes, verifies the fix through testing, and supports the post-implementation review (PIR). | Standard User |
    | Change Manager | Approves change requests, assesses risk and impact for the organization and prioritizes changes. | Standard User |
    | Release Manager | Coordinates and executes the deployment of approved changes (Release Management). | Standard User |
2. [Create a public group](https://help.salesforce.com/s/articleView?id=platform.creating_and_editing_groups.htm&type=5&language=en_US).
3. [Create queues](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US).
4. [Add the relevant users to the queues](https://help.salesforce.com/s/articleView?id=service.queues_membership_summary.htm&type=5&language=en_US) and groups.
    
    Review this table for the groups and queues needed, their purpose, and persona membership. These are just few examples of processes where creating groups and queues can help. You can also create groups or queues for other purposes in your company.
    
      
    | Group or Queue | Included Users | Purpose |
    | --- | --- | --- |
    | Queues for Assignment | IT Fulfillers | Serves as the primary destination for incoming work records (incidents, problems) that are automatically routed by assignment rules and omnichannel routing. |
    | Major Incident Approval Group | Major Incident Manager | A public group that manages notifications and approval requests when an incident is proposed to be a major incident. |
    | Release Group | Release Manager | Coordinates activities and communications related to approved change deployments and release planning. |