---
schema_version: "1"
id: 6ce93eb750502f6698e222573d510aebf8ab7b63c8105f6b5bbaa47e21aaa8f7
title: Admin Validates the First Agentforce IT Service Incident
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_use_case_validate_first_incident.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_case_validate_first_incident.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 408f31bf0ee4bb02e89a02f8825d7aa978ba9ecfd76b616f1daf941984609809
description: Validate a focused Agentforce IT Service deployment with one employee issue. Confirm that portal intake, assignment, routing, and verified resolution work together before expanding the deployment.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Admin Validates the First Agentforce IT Service Incident

Validate a focused Agentforce IT Service deployment with one employee issue. Confirm that portal intake, assignment, routing, and verified resolution work together before expanding the deployment.

## Use Case at a Glance

**Persona:** A Salesforce admin responsible for validating the first Agentforce IT Service deployment

**Job to be done:** Confirm that the configured employee and fulfiller experiences work together across one complete incident journey

**Starting point:** The required Agentforce IT Service capabilities, data foundation, Employee Services portal, pilot users, Knowledge, assignment, and routing are ready

**Successful outcome:** A pilot employee creates an incident without admin assistance, and the intended fulfiller receives and resolves it. The employee can retrieve the updated status or receive a configured in-app or channel notification.

Use this scenario to turn initial setup into a validated first-value milestone. Define a controlled pilot, connect the responsible components, and evaluate whether the first incident journey is ready to expand. See the linked Help topics for procedures to deploy Agentforce IT Service, configure agents and the portal, manage access, and route incidents.

## Confirm Agentforce IT Service Readiness

Before using this journey as an adoption test, confirm that the selected Agentforce IT Service capabilities are deployed and that Einstein Generative AI and Agentforce are on. Confirm that Data 360 is on, that the IT Service Data Kit is deployed, and that the required Knowledge search index is available. Also confirm that the IT Service Employee agent has the required subagents, actions, access, and portal deployment. If the pilot includes assistance from the IT Service Fulfiller agent, confirm its configuration and access separately. See [Set Up Agentforce IT Service Using Setup Bundles](https://help.salesforce.com/s/articleView?id=service.it_srvcs_sf_go_bundles.htm&release=264.0.0&type=5 "Salesforce Go provides a consolidated and accelerated setup experience to configure your IT Service environment. Instead of navigating through disconnected manual steps, the IT Service Solution card automates metadata installation, enables core features, and deploys sample data from a single interface."), [Prerequisites to Set Up Agentforce for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_prereqs.htm&release=264.0.0&type=5 "Complete the required setup tasks before configuring Agentforce for IT Services. Enable Einstein Generative AI and Agentforce, deploy the data kit, Configuration Management Database (CMDB), and manage search indexes."), [Install the IT Service Data Kit](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_install_data_kit.htm&release=264.0.0&type=5 "A data kit helps you easily package Data 360 components such as data model objects, data streams, and then readily deploy the components in an org of your choice. You can install the data kit package for Agentforce IT Service in your org, deploy the data streams, and activate the search indexes."), and [Create a Knowledge Search Index for Agentforce IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_data_cloud_create_knwldg_srchindex.htm&release=264.0.0&type=5 "The Knowledge search index is designed to enable AI agents and support teams to search for relevant knowledge articles and self-service content. Unlike the other indexes, the Knowledge search index isn't deployed with the data kit. You must create it separately using the Agent Force Data Library.").

Confirm role-appropriate access for the admin, pilot employee, and pilot fulfiller. A profile alone doesn't provide every required Agentforce IT Service permission. 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.") and [Agentforce Permission Sets for IT Fulfillers and Employees](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_permsets.htm&release=264.0.0&type=5 "Review the required permissions for your employees and IT teams to use Agentforce for IT services.").

Allow for data sync and indexing before diagnosing recently created records. Recently created incidents may not be retrievable by record-identification actions until search indexes catch up. Confirm the incident record itself first, then retest retrieval after indexing completes. An immediate failure to find, summarize, or comment on the record doesn't prove that incident creation failed. Validate the incident record directly, and then retest retrieval after the indexing window when record-identification actions are part of the pilot.

## Define the First-Incident Pilot

Choose one frequent, low-risk employee issue that a pilot fulfiller can reproduce and resolve. Match the issue to the configured IT Service Employee agent behavior, and provide enough information for assignment. Select an issue with a known resolution for the fulfiller to verify.

  
| **Pilot Decision** | **Admin Question** | **Evidence of Readiness** |
| --- | --- | --- |
| Test issue | Is the issue specific, repeatable, and safe to resolve in the pilot environment? | The employee, fulfiller, expected fix, and verification method are identified. |
| Employee entry point | Can the pilot employee use the deployed IT Service Employee agent in the Employee Services portal? | The employee logs in with their own credentials and can open the agent without admin assistance. |
| Incident intake | Can the agent collect the required details and create the expected record? | The agent returns an incident number, and the record represents the employee and reported issue correctly. |
| Assignment | Do the incident attributes match the intended active assignment rule? | The record is assigned to the expected user or queue. |
| Routing | Can the pilot fulfiller receive the assigned work? | The fulfiller has the required access, queue membership, presence, availability, and capacity. |
| Resolution | Can the fulfiller apply and verify a known fix? | The record contains the verified outcome, a useful resolution summary, and the appropriate status. |

Use the pilot users' own accounts. An admin-only test doesn't prove that employee access, portal deployment, record permissions, assignment, and routing work together. For the canonical portal and employee user procedures, see [Create and Publish an Employee Services Portal Site](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."), [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.").

## Connect the End-to-End Journey

Treat the first incident as a chain of accountable components rather than one Agentforce action. A successful incident-creation action doesn't prove that assignment, routing, resolution, and employee updates work.

  
| **Journey Stage** | **Responsible Component** | **Evidence to Confirm** |
| --- | --- | --- |
| Employee reports the issue | Deployed IT Service Employee agent and its configured incident action | The conversation collects missing details, creates an incident, and returns its number. |
| Incident receives operational context | Incident configuration, including any configured priority logic | Reporter, subject, description, impact, urgency, priority, and status support the pilot process. |
| Incident reaches the correct team | Assignment rule or another configured assignment method | The record owner is the intended user or queue. |
| Work reaches a fulfiller | Omnichannel Routing | The intended fulfiller is available to receive and accept the work item. |
| Fulfiller investigates and fixes the issue | Incident workspace, Knowledge, and optional IT Service Fulfiller agent assistance | The fulfiller understands the issue, uses an appropriate solution, and verifies the result. |
| Resolution becomes visible | Incident lifecycle and configured notifications or employee ticket access | The record contains the resolution, and the employee can retrieve the new status or receives an update. |

Agentforce can create the incident, but incident creation doesn't by itself assign the record to a queue or deliver the work item to a fulfiller. Assignment and Omnichannel Routing remain distinct controls. See [How an Incident Record Moves Through Omnichannel Routing](https://help.salesforce.com/s/articleView?id=service.it_srvcs_incident_routing_workflow.htm&release=264.0.0&type=5 "This is what the high-level workflow for omnichannel routing looks like for an incident."), [Assignment Rules for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_assignment_rules.htm&release=264.0.0&type=5 "Use Assignment Rules to automatically route incidents, problems, change requests, releases, and service requests, to the right user or queue, reducing manual assignment. With rule-based assignment, use attributes from a record to evaluate against the predefined criteria and route the incoming request to a user or a queue."), and [Omnichannel Routing for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel.htm&release=264.0.0&type=5 "Automate the distribution of all incoming IT work items, such as incidents, problems, and change requests, to the most suitable service representatives. Omnichannel Routing ensures that all IT issues – whether they come through email, chat, phone, or a self-service portal – are routed to the right IT reps based on their availability, workload, and specialized skills, thereby streamlining IT service delivery and minimizing delays.").

## Validate Incident Creation in the Employee Services Portal

Ask the pilot employee to use an explicit incident request for the selected issue. Confirm that the agent asks for missing information rather than creating an incomplete record, creates the incident only after the employee's intent is clear, and returns a ticket number.

Inspect the resulting record for the employee identity, reported method, subject, description, impact, urgency, priority, status, and owner. The exact fields depend on the configured process. The record requires enough information for assignment and resolution without the admin repairing the intake manually.

For the supported IT Service Employee agent incident actions and example interactions, see [AI Actions for Employee Request Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_employees_reqmngmnt.htm&release=264.0.0&type=5 "Employees can raise issues and track requests using Agentforce actions in a channel of their choice, such as the portal, Slack, or Teams. Improve the overall employee experience and reduce time to resolution."). For agent creation, activation, and testing, see [Create and Configure the IT Service Employee Agent](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_emplye_agent.htm&release=264.0.0&type=5 "Create and configure the IT Service Employee agent to help employees troubleshoot IT issues, submit service requests, create incidents, and track tickets. The agent configuration includes enabling the agent template, and mapping catalog items to specific subagents for predictable responses."). For portal deployment, see [Additional Settings for IT Service Agents](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_config_deplmnt_channels.htm&release=264.0.0&type=5 "Deploy the IT Service Employee and Fulfiller agents to the employee portal, Slack, and Microsoft Teams. Optimize agent performance and task resolution by creating a data foundation that includes knowledge articles, SLA data, and swarming data.").

## Validate Queue Assignment and Omnichannel Routing

First, confirm that the created incident reaches the intended user or queue. Then, only if the owner is a queue, confirm separately that Omnichannel Routing offers the work item to the pilot fulfiller. If the owner is a user, skip Omnichannel because the fulfiller already has the record. If either transition fails, identify the failing boundary instead of treating the complete journey as an Agentforce failure.

Use the incident attributes and active rule criteria to investigate assignment. For routing, check queue membership, permissions, presence status, availability, capacity, workload, skills when configured, and the routing setup. A correctly assigned record can still remain undistributed when no eligible fulfiller is available.

If automatic priority is part of the pilot, verify that the resulting priority reflects the configured impact and urgency logic. Keep this check separate from assignment because priority calculation doesn't determine whether routing is operational. See [Configure Automatic Priority Assignment for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_priority_matrix.htm&release=264.0.0&type=5 "Simplify decision-making and speed up record creation by automatically defining priority for incidents, problems, and change requests based on their urgency and impact. Handle critical issues faster and track service-level agreements (SLAs) more easily.") for the canonical configuration procedure.

## Validate Incident Resolution in Agentic IT Service Desk

The pilot fulfiller accepts the work and reviews the incident context and relevant articles in the Knowledge component before selecting and applying a fix. The fulfiller verifies the result against the original symptoms. The IT Service Fulfiller agent can assist with configured actions such as checking attributes, summarizing the incident, finding related records, or proposing a resolution.

The fulfiller remains accountable for the resolution. Generated summaries and proposals are supporting evidence, not proof that the issue is fixed. After verification, the fulfiller records what changed and how the outcome was confirmed. The fulfiller then uses **Resolved** when the issue is fixed or **Closed** when the incident lifecycle is complete under the company's process.

For the canonical incident lifecycle and resolution procedure, see [Manage Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_manage_inc.htm&release=264.0.0&type=5 "Create and manage incident records reported by employees or the incident records created from emails, voice, and chat conversations. Track, investigate, and resolve issues, and link incidents to related records, such as problems and change requests."). For optional agent assistance, see [Create and Configure the IT Service Fulfiller Agent](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_setup_fulfiler_agent.htm&release=264.0.0&type=5 "Create and configure the IT Service Fulfiller agent to help IT teams manage incidents, problems, change requests, and releases. Activate the template and add custom subagents and actions as required. Enable proactive assistance to help IT team manage the service lifecycle.") and [AI Actions for Incident Management](https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_fulfillers_incmgmnt.htm&release=264.0.0&type=5 "Accelerate incident resolution and improve accuracy by using incident actions. Fulfillers and managers can use incident actions to track and resolve issues efficiently throughout the incident lifecycle."). For the role of Knowledge in employee and fulfiller experiences, see [Work with Lightning Knowledge for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_work_with_knowledge.htm&release=264.0.0&type=5 "Knowledge Management is a fundamental component of the IT Service ecosystem, acting as a central hub for critical information that drives efficiency, fosters self-service, and ultimately enhances overall IT service delivery.").

## Confirm the First-Incident Milestone

The first-incident journey passes only when all of these outcomes occur without admin intervention in the employee or fulfiller tasks:

- The pilot employee can access the Employee Services portal and create the incident.
- The incident accurately represents the employee's issue and returns a ticket number.
- The configured assignment method sends the incident to the intended user or queue.
- If the incident is assigned to a queue, Omnichannel Routing offers the work item to an eligible pilot fulfiller. If the incident is assigned directly to a user, the assigned fulfiller can access the record.
- The fulfiller accepts the work, applies an appropriate fix, and verifies the result.
- The incident records the resolution and appropriate lifecycle status.
- The employee can retrieve the updated ticket status or receives the configured update.

If the journey fails, record the last successful boundary and the first failed boundary. These boundaries help identify whether the failure occurred in employee access, agent behavior, incident data quality, assignment, routing, fulfiller access, resolution, or employee communication. For notification channels and behavior, see [Notifications for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_notifications.htm&release=264.0.0&type=5 "Keep IT teams and employees informed with timely notifications across their preferred communication channels. Admins define message content, timing, recipients, and delivery channels for standard and custom objects, including their related records.").

Completing one traceable incident journey demonstrates first value and pilot readiness. Evidence of adoption comes from repeatable successful journeys across a broader group of employees and fulfillers over time.

## Separate Incident Creation from Employee Self-Service

A Knowledge answer or successful service catalog flow is a different employee outcome from incident creation. Successful self-service doesn't necessarily create an incident, enter assignment, or require Omnichannel Routing. Test it in a separate conversation with a distinct request and evaluate the answer or request record that the configured path is expected to produce.

Don't assume that standard Knowledge grounding creates and resolves an incident. If the intended experience requires one automated path to create a record, complete underlying work, and update its status, that behavior requires the corresponding configured action or flow. See [Employee Self-Serves an IT Request in Slack or Microsoft Teams](https://help.salesforce.com/s/articleView?id=service.it_srvcs_use_case_employee_self_service.htm&release=264.0.0&type=5 "Help employees adopt Agentforce IT Service by giving them one familiar place to get answers, request products or services, and report issues.") for the separate employee self-service adoption journey.