---
schema_version: "1"
id: b6841f29b8f657ccee2a7b1283710ea21ef6b3fa9efb1aa987032282f92e5e3d
title: Phase 4 — Provision Employee Users
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_provision_employee_users.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_provision_employee_users.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0d8ced7f307b2dc2c39301374397c546dbeac88c5f631df7dae4ce0f0d86d5ba
description: "Outcome: At least one pilot employee can sign in to the Employee Services portal and submit an incident or request. If configured, the employee can also access IT Service through Slack or Microsoft Teams."
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Phase 4 — Provision Employee Users

**Outcome:** At least one pilot employee can sign in to the Employee Services portal and submit an incident or request. If configured, the employee can also access IT Service through Slack or Microsoft Teams.

### Required Editions

 
| Actions | Permissions |
| --- | --- |
| Create users | _Manage Internal Users_ |
| Enable Employee User | Edit access on User record |

**Recommended path: Unified Employee License (UEL)**

For new employee users, assign the Unified Employee License and the required profile and permissions. Don’t migrate existing employee users as part of the initial pilot unless migration is included in your implementation plan.

**Owner:** System Admin

For detailed procedures, see [Create Employee Users for the Employee Services Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_create_user.htm&release=264.0.0&type=5 "Create the employee users who sign in to the Employee Services portal site, using either the Unified Employee License or the Customer Community Plus license.") and [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.")

1. Create a person account for the employee.
    1. From the App Launcher → **Accounts** → **New** → **person account**.
    2. Enter first/last name. Save.
2. Build and publish an Experience Cloud site for your employees using an IT Service template.
    
    This is your self-service portal.
    
    1. From the site's **Workspaces**, go to **Administration** → **Login & Registration**.
    2. Under **Login Page Setup**, check **Allow Employees to log in directly to an Experience Cloud site**.
3. Create the user record (standard new-user steps).
4. Assign the Unified Employee License and the associated permission set licenses and permission sets.
5. Assign the **ITSM Portal UEL User** permission set to the user.
6. Designate the user as an employee:
    1. App Launcher → **People** → select the user.
    2. Click **Enable Employee User**.
    3. Enter employee number, start date, employee status, associated contact.
    4. Save.
7. **Optional:** (Optional, Day 1 if scope allows) Give the employee Microsoft Teams access via the Employee Services app configuration.
8. **Optional:** (Optional, Day 1 if scope allows) Give the employee Slack access via the Slack setup.
9. **Optional:** Optional but recommended: Service Management Privileges
    
    If your customer has VIPs (executives, on-call engineers, customer-facing roles) whose tickets must be auto-prioritized:
    
    1. From Setup → **Salesforce Go** → **Incident Management** → turn on **Service Management Privilege Assignment for Employees**.
    2. In **Configure Service Management Privileges for Employees**, click **Go to Setup**.
    3. Create a Service Privilege: enter **Description**, **Tag** (e.g., **Privileged User**), **Function Type** (**IT Service**), and **Access Level** (higher = higher priority).
    4. Assign the privilege to the appropriate employees.
    5. Set the **Incident Escalation Threshold**. For example, threshold = 2 means employees at access level 2 or above auto-trigger escalation. (Default is the maximum integer, which effectively disables auto-prioritization until you configure it.)
    
    ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_important.png)
    
    Important
    
    **Pitfalls**
    
    - Forgetting to configure the escalation threshold means privileges exist but never trigger.
    - Tag picklist values for Service Management Privileges must exist in Object Manager before creating privileges. Salesforce doesn't ship default Tag values.
10. Direct the employee to the portal
    
    After setup, send the employee the portal URL. They click **Forgot Password** on the login page to set their password and begin using the portal.

**Validation**

- Pilot employee logs into the Experience Cloud portal.
- Pilot employee can submit a test incident from the portal.