Salesforce has expanded Service Cloud to support a new type of service: Employee Service.
In doing so, the tech giant has added an HR solution – named "Employee Service" - to the CRM app.
Employee Service provides a service console for HR, which comes with an employee portal.
Essentially, this portal is an employee's one-stop shop for HR. As such, staff can receive immediate answers to their questions with GenAI, connect to HR specialists from any channel, and initiate tasks like requesting paid time off (PTO).
Meanwhile, HR teams may leverage the service console to unify information sources, offer AI-driven support, and automate particular employee experiences.
Agentforce customers can also deploy AI Agents across Employee Service to automate more of those tasks, saving everyone time.
Sharing the news in a LinkedIn post, Kishan Chetan, EVP and GM for Service Cloud, said:
This new solution unifies employee data, case details, and a company's corporate knowledge base all in one workspace that gives HR teams a 360-degree view of each employee and the ability to manage employee support cases with built-in AI and productivity tools.
"HR teams can efficiently resolve employee issues using Agentforce to quickly search, respond, summarize, and close cases, extending teams to get work done faster."
Ultimately, Salesforce hopes to eliminate the use of various point solutions in HR and prevent employees from searching multiple sources – including email, the internet, their collaboration platform, disparate knowledge bases, etc. – for HR-related tasks.
In removing point solutions, Salesforce also aims to lower the burden on HR personnel by eliminating redundant processes, reducing manual effort, and increasing productivity.
Some early adopters of Employee Service are already seeing positive results in streamlining HR delivery and improving employee productivity.
That’s according to Sherin Sunny, Sr. Director of Product Management at Salesforce. During a recent webinar, she noted:
