Scale with Employee 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.
Empower employees to get answers and complete tasks by streamling HR support.
Employee Portal
Improve employee self-service and deliver personalised support at scale with an employee portal. 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. Customise 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.
HR Service Console
Scale employee 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 personalised 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. Personalise every conversation and surface intelligent recommendations using trusted data that's natively integrated with the Salesforce Platform. Automate the distribution of cases in your organisation so every employee receives the fastest and most accurate resolution.
AI for Employee Service
Scale with an AI agent that works fully autonomously to take action on employee-facing support tasks. Resolve employee inquries 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 valuble 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 Einstein to analyse historical case data and automatically classify and route employees to the right agent or queue.
Deflect more employee cases with an intelligent chatbot template. In a few clicks, launch a multi-channel, multilingual bot that integrates with your Salesforce data. Bots automate routine common requests, guide employees through next steps, and help HR teams do more. Now you can easily customise bots to your specific business needs using Einstein Copilot prompts, Flows, and AI models.
Tap into the collective knowledge of your company with Slack AI, while maintaining total control of your data in Slack’s secure, trusted infrastructure. Slack AI helps you get answers quickly and accurately, get up to speed on what you've missed, and make faster, more informed decisions every day. Ask Slack AI in your own words right from the search bar and get a quick, concise answer. Search through projects, teams, and topics to find what you're looking for, and unearth insights that drive your business forward. With just a click, you can recap channels and summarise threads to break down any essential information you might have missed.
Drive productivity, reduce costs, and increase customer satisfaction at scale with Service Cloud.
Increase customer satisfaction and boost service team productivity with trusted conversational, predictive, and generative AI solutions built into the flow of work.
Deliver seamless, personalised conversational experiences across channels — at scale.
Resolve cases faster and scale 24/7 support across channels with AI-powered chatbots.
Find the right Employee Service option for your business needs.
A workspace for HR to manage employee cases and requests.
A branded self-service portal for employees.
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, Employee Service Centre, Southwest Airlines
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