Breaking Down Silos: Building a Unified HR System of Engagement for the Modern Workforce.
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HR Service Management
Easy for HR. Easy for employees.
Scale with HR Service built on the #1 AI CRM and Agentforce. Empower employees with self-service so they can easily take action, get support on any channel, and find resources from one central place – all powered by AI. For HR teams, streamline employee support and processes with HR case management.
What can you do with your new HR service management solution?
Empower employees to get answers and complete tasks by streamlining HR support with Agentforce.
Boost employee and HR team efficiency with built in AI.
AI for HR Service
Scale with an AI agent that works fully autonomously to take action on employee-facing support tasks, wherever your employees work in Slack, Teams, or an Employee Portal. Resolve employee inquiries faster with an AI agent that responds to employee's questions with accurate and natural responses that are grounded in trusted data. This AI agent can execute HR processes and requests, like checking your PTO balance or applying for a corporate credit card, by seamlessly integrating with HR systems.
Save valuable time with AI built directly into your flow of work. Empower HR teams with AI-generated replies, summaries, and knowledge articles crafted from conversation data and your company’s trusted knowledge base. Build a knowledge base with articles on topics ranging from HR policies to frequently asked employee questions. Use assitive AI to analyze historical case data and automatically classify and route employees to the right HR rep or queue.
Get help from HR instantly, 24/7, right in Slack. The HR Service Agent answers policy questions, finds benefits info, routes requests to the right team, and even kicks off automated HR workflows like reimbursement submissions and vacation approvals, right in your flow of work. Every conversation is secure and private to each employee, so everyone gets personalized, accurate help without leaving Slack. And with permission-aware search in Slack surfacing documents and records from across HR Service and other systems, help is easy to find when you need it.
Give employees the right information, every time, on one unified AI platform.
Employee Portal
Improve employee self-service and deliver personalized support at scale with Agentforce in employee portals. This AI agent experience adapts based on real-time conversations, employee data, and behavior, providing 24/7 agentic support. With the power of the Salesforce platform, you can access trusted employee data — like case information and employment history — to create a unique support journey based on each employee’s needs and previous actions. Surface relevant content, recommend business processes, and suggest next best steps to help employees resolve issues more efficiently.
Automate common service requests, like adding a beneficiary and updating bank information, and give employees a consumer-like menu for a faster, more effortless self-service experience from anywhere.
Help employees find answers faster with AI-powered Search Answers. Quickly generate answers from your trusted knowledge base and display them directly in the Employee Portal. Customize Einstein Search to match your specific knowledge parameters for optimal results.
Quickly connect employees to specialists on any channel anytime. Give employees a one-stop shop for getting help from IT, HR, and any other department on their channel of choice across chat, email, portal cases, voice, and messaging channels like SMS, WhatsApp, and more.
Streamline service with employee case management on the Agentforce 360 Platform.
HR Service Console
Scale HR service with a single workspace for HR teams to manage employee support cases and requests with built-in AI, productivity tools, and knowledge. The HR Service Console is the single source of truth for your HR teams with the most relevant employee information and the right tools built in. Automatically route cases to the best team member for the job and seamlessly support employees across any channel - email, phone, messaging, and self-service portals.
Surface personalized and relevant employee data with integrations to Human Capital Management (HCM) systems. Or, integrate back office and legacy systems (including popular HRIS and ERP tools) with your CRM. Use our out-of-the-box Workday integration or use MuleSoft connectors to integrate with your system of choice.
Simplify access to all your employee information with a 360 view of employee data, events, and milestones in the HR Service Console, enhancing engagement and tracking. Personalize every conversation and surface intelligent recommendations using trusted data that's natively integrated with the Agentforce 360 Platform. Automate the distribution of cases in your organization so every employee receives the fastest and most accurate resolution.
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HR Service Management Pricing
Find the right HR Service option for your business needs.
Employee Service - Console
A workspace for HR to manage employee cases and requests.
$
75
USD/User/Month
(Billed annually)
- Employee Case Management
- Knowledge Management
- Automation
Employee Portal
A branded self-service portal for employees.
$4/login or $8/member
- Authenticated Portal
- Experience Builder + OOTB templates
- Advanced Sharing and Administration
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.
With our partnership with Salesforce, we were able to build the employee services portal. Employees have access to a wealth of information and knowledge to self-serve and plan for moments that matter to them.
Gabriel BrionesManager, HR Service Center, Southwest Airlines
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HR Service Management FAQs
HR service management is a unified approach to delivering support and managing employee requests through a single, intelligent platform. It connects employees to the right answers and resources by bridging siloed data from various HR systems into a central command center. With Agentforce, it evolves from manual ticketing into an autonomous experience where AI agents can reason and take action to resolve inquiries instantly.
The primary benefits center on efficiency gains for both HR teams and employees:
- Multiplied Productivity: Automates high-volume, routine requests—like leave balances and expense reports—freeing HR teams to focus on strategic talent development.
- Improved Employee Experience: Provides a consumer-like service experience with instant, 24/7 support right in the apps employees use most, like Slack and Microsoft Teams.
- Reduced Operational Costs: High self-service resolution rates (up to 96% in some cases) significantly decrease the manual burden on support staff.
- Data-Driven Accuracy: Centralizing data ensures that every response is grounded in a "single source of truth," reducing errors and inconsistencies.
It works by creating a seamless loop between the front-end employee experience and the back-end HR operations:
- Employee Front-End: Employees interact with an Employee Portal or AI agent in Slack (or a different channel of choice) to ask questions naturally.
- Agentic Resolution: The AI agent analyzes the request, pulls data from integrated systems (like Workday or SAP), and executes the necessary action.
- HR Back-End: Complex cases that require a human touch are automatically routed to the HR Service Desk, where specialists have a 360-degree view of the employee to resolve the issue quickly.
A modern solution should include these features:
- Autonomous AI Agents: Agents that don't just "chat" but can independently execute tasks like submitting PTO or updating direct deposit details.
- Unified HR Service Desk: A dedicated workspace for HR teams that includes built-in AI, productivity tools, and a centralized knowledge base.
- Prebuilt Connectors: The ability to quickly connect to mission-critical systems like Workday, SAP, and ADP to surface relevant employee data.
- Omnichannel Support: The flexibility to support employees across any channel, including email, phone, messaging, and mobile-friendly portals.
The best solution is one that unifies AI, Data, and CRM on a single, trusted platform. Agentforce HR Service stands out because it is a unified agentic platform, offering deep integration with Slack and a robust security layer (the Trust Layer). It allows organizations to scale their HR support with Agentforce, moving from a reactive "support" model to a proactive, agentic strategy that drives business growth.