---
schema_version: "1"
id: 80e82f5155c3f183596816baa7f529b687515ebd3b838e59f4772e19f5ab471a
title: Agentforce IT Service Day 1 Setup and Implementation Guide
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_setup_implementation_guide.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_setup_implementation_guide.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 6935e1d86348dc30ca08f7ee0f3118ca16e25e02913adbafc188d56e1d10f674
description: "Goal: Complete a focused initial deployment and validate one incident from employee submission through fulfiller resolution."
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Agentforce IT Service Day 1 Setup and Implementation Guide

**Goal:** Complete a focused initial deployment and validate one incident from employee submission through fulfiller resolution.

**Audience:** Salesforce admins and implementation leads setting up Agentforce IT Service.

**Completion time:** The time required depends on your licenses, existing configuration, selected scope, required approvals, and channel readiness.

## How to Use This Guide

This guide provides a recommended sequence for completing a focused Agentforce IT Service deployment and validating the first incident journey. Adjust the sequence for your organization’s licenses, existing configuration, and implementation scope. Sample data is optional.

Each phase includes:

- Outcome — what "done" looks like
- Owner — who runs the step
- Prerequisites — what must be true before you start
- Steps — the actions required to complete the phase
- Validation — how you prove it worked
- Common pitfalls — what trips up most teams

## At-a-Glance: The Day 1 Path

  
| Phase | Title | Owner |
| --- | --- | --- |
| 0 | Pre-Day 1: Confirm readiness | Implementation Lead |
| 1 | Orient your team on the product | All stakeholders |
| 2 | Run the Initial Setup bundle | System Admin |
| 3 | Provision your IT team users | System Admin |
| 4 | Provision your employee users | System Admin |
| 5 | Configure routing essentials | System Admin + Service Designer |
| 6 | Validate the end-to-end journey | Implementation Lead |
| 7 | Hand off and plan Day 2 | Implementation Lead + Customer |

- **[Phase 0 — Pre-Day 1 Readiness](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_readiness.htm&release=264.0.0&type=5)**  
    **Outcome:** No Day 1 surprises. All entitlements, accounts, and stakeholders are confirmed.
- **[Phase 1 — Orient Your Team](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_orient_team.htm&release=264.0.0&type=5)**  
    **Outcome:** Everyone in the room shares a vocabulary and a mental model before touching Setup.
- **[Phase 2 — Run the Initial Setup Bundle](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_initial_setup_bundle.htm&release=264.0.0&type=5)**  
    **Outcome:** The selected Agentforce IT Service setup bundle is installed, and the admin has identified the additional configuration required for the initial scope.
- **[Phase 3 — Provision Your IT Team](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_provision_it_team.htm&release=264.0.0&type=5)**  
    **Outcome:** Each pilot participant has an existing or newly created Salesforce user, the required licenses and permissions, and membership in the queues or groups required for the pilot.
- **[Phase 4 — Provision Employee Users](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_provision_employee_users.htm&release=264.0.0&type=5)**  
    **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.
- **[Phase 5 — Configure Routing Essentials](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_configure_routing_essentials.htm&release=264.0.0&type=5)**  
    **Outcome:** Work submitted by employees is automatically prioritized, routed to a queue, and visible to the right fulfiller. Field mappings reduce manual data entry across linked records.
- **[Phase 6 — End-to-End Validation](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_validate_end_to_end_journey.htm&release=264.0.0&type=5)**  
    **Outcome:** A complete, demonstrable round-trip from "employee reports a problem" to "fulfiller resolves it." This validation demonstrates that the configured components work together across one complete incident journey.
- **[Phase 7 — Hand-Off and Day 2 Plan](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_hand_off_and_plan.htm&release=264.0.0&type=5)**  
    **Outcome:** The implementation team finishes the initial setup with documented configuration, identified owners, and an agreed sequence for the next implementation activities.
- **[Appendix A — Day 1 Troubleshooting Quick Reference](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_troubleshooting.htm&release=264.0.0&type=5)**  
    Identify likely causes and recommended fixes for common Agentforce IT Service Day 1 implementation issues.
- **[Appendix B — Day 1 Definition of Done](https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_definition_of_done.htm&release=264.0.0&type=5)**  
    Verify that your initial Agentforce IT Service implementation meets the required Day 1 completion criteria.