The end of 2024 saw the Salesforce Service Cloud offering updated to include an employee-dedicated solution – including a prebuilt integration with the Workday platform – as SFDC strengthens its agentic AI position for Human Capital Management (HCM).
As announced by Kishan Chetan, EVP and GM for Salesforce Service Cloud, the new Employee Service offering unifies employee data, case details, and a company’s corporate knowledge base all in one workspace to give HR teams a 360-degree view of each employee and the ability to manage employee support cases with Agentforce, the AI agent offering which Salesforce is currently going all in on.
Using Agentforce, HR teams can efficiently resolve employee issues to quickly search, respond, summarize, and close cases, extending teams to get work done faster.
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In addition, the new Employee Service solution from Salesforce Service Cloud includes:
Employee Portal: A self-service portal that allows employees to manage their HR cases and data, and quickly find Agentforce generated, personalized answers to questions such as “Am I eligible for a corporate card?” This allows employees to save time on HR tasks, giving them more time to focus on their day job.
HR Service Console: A single workspace giving HR teams a 360-degree view of each employee and the ability to manage employee support cases with Agentforce and productivity tools such as AI-generated replies and workflows.
Agentforce for Employee Service: A suite of customizable agents and tools to create and deploy employee and HR-facing AI agents that help execute tasks and speed up support.
Employee Service Integrations: A prebuilt Mulesoft integration with Workday and configurable integrations to other HCM systems surface personalized and relevant employee data in both the Employee Portal and HR Service Console.
Why the Salesforce Service Cloud update matters to ERP Insiders
Salesforce is enhancing its position in Human Capital Management (HCM) with the introduction of its Employee Service solution in the Salesforce Service Cloud, unveiled at the end of 2024. This update integrates Salesforce’s powerful AI capabilities, notably through Agentforce, to offer HR teams a unified platform for managing employee data, cases, and knowledge. The solution also includes a prebuilt integration with Workday, making it easier for organizations to leverage existing HCM systems while streamlining employee support.
Key features of Salesforce’s new Employee Service solution:
- AI-powered Support: Integration of Agentforce to automate case management and improve response times for HR teams.
- Centralized Workspace: A unified platform for HR teams to manage employee data, cases, and knowledge.
- Self-service Capabilities: Employee portal for streamlined access to HR services and information.
- Seamless Integrations: Prebuilt integrations with Workday and other HCM systems for better data access and personalization.
This update underscores Salesforce’s commitment to enhancing HR functions with AI and integrated tools for a more efficient and user-friendly experience.
