---
schema_version: "1"
id: 510d3f21bffd97b54379a333322ca08f25a8dd19382f8dd4c1330e5673939ba4
title: Phase 7 — Hand-Off and Day 2 Plan
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_day_1_hand_off_and_plan.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_hand_off_and_plan.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2dc3a7c13e1cc769d0627982f4f6035ad8e9924b2c0ae07154f6664458820c0d
description: "Outcome: The implementation team finishes the initial setup with documented configuration, identified owners, and an agreed sequence for the next implementation activities."
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Phase 7 — Hand-Off and Day 2 Plan

**Outcome:** The implementation team finishes the initial setup with documented configuration, identified owners, and an agreed sequence for the next implementation activities.

**Owner:** Implementation Lead

1. Confirm what's running
    
    Walk through this checklist with the customer:
    
    - Setup bundle: installed; installation selected: Standard/Custom
    - Sample data: installed/not installed
    - IT team users: N created, N assigned PSGs
    - Employee users: N created, portal accessible
    - Queues and groups: created, populated
    - Priority matrix: configured for Incident (and Problem/Change?)
    - Field mappings: reviewed
    - End-to-end test: passed
2. Recommend a Day 2–Day 30 sequence
    
    Suggest this default order for the customer's next 30 days. Customer adjusts based on their priorities.
    
      
    | Week | Focus | Why |
    | --- | --- | --- |
    | Day 2–3 | Knowledge Management — import or create initial articles | Enables grounded self-service answers and supports fulfiller resolution |
    | Day 4–7 | Slack and/or Microsoft Teams channel rollout | Makes IT Service available in employees’ existing collaboration channels |
    | Week 2 | Problem Management workflow if not yet activated; Major Incident workflow | Helps your organization manage recurring and high-impact issues |
    | Week 2–3 | CMDB & Discovery setup, link CIs to Incidents | Powers impact analysis and Service Graph |
    | Week 3 | Change Management + IT Service Calendar + Risk Assessment | Supports governed planning and execution of production changes |
    | Week 4 | Release Management; Employee and fulfiller agent capabilities, where licensed and configured | Extends automation and fulfiller assistance |
    | Ongoing | Tableau and Data 360 analytics; KPI dashboards | Continuous improvement |
3. Point them at the learning resources
    
    Continue with the Agentforce IT Service Help topics for the capabilities included in your implementation. Use Trailhead, developer documentation, and product videos as supplementary learning resources.
    
    - Trailhead — Agentforce IT Service: Quick Look (orientation)
    - Trailhead — Agentforce IT Service Basics (deeper module)
    - Agentforce IT Service Developer Guide (for customization and standard objects)
    - Product videos: Agentforce IT Service overview, Incident Management, Problem Management, Change Management, Release Management, Self-Service Portal, Omni-Channel Routing, Assignment Rules, IT Service Calendar, Notifications
4. Schedule the Day 2 check-in
    
    Block 30 minutes 1–2 business days out. Use it to:
    
    - Resolve any Day 1 leftovers
    - Confirm the Day 2–30 plan
    - Identify the customer's first real (non-sample) workflow to onboard