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Employee service

Employee Service

Scale with Employee Service built on the #1 AI CRM. 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 HR processes with employee service case management.

Give employees the right information, every time, on one unified AI platform.

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.

Employee Self-Service portal showing common tasks to be performed.

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.

A list of common tasks that employees can perform with Service Catalog.

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.

AI-powered Search Answers in a knowledge article.

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.

Omni-channel employee engagement on a mobile device to help answer employee questions.
Employee Self-Service portal showing common tasks to be performed.
A list of common tasks that employees can perform with Service Catalog.
AI-powered Search Answers in a knowledge article.
Omni-channel employee engagement on a mobile device to help answer employee questions.

Streamline service with employee case management on the Salesforce Platform.

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.

Case details being displayed on a Service record.

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.

Pre-built integrations populating employee data on a record.

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.

Natively integrated data and automation on the Einstein 1 Platform.
Case details being displayed on a Service record.
Pre-built integrations populating employee data on a record.
Natively integrated data and automation on the Einstein 1 Platform.

Boost employee and HR team efficiency with built in AI.

AI for Employee Service

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.

An Einstein AI-generated reply to answer an employee question.

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.

Building a case management bot with Einstein Bot Builder.

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.

AI built into Slack providing answers to questions.
An Einstein AI-generated reply to answer an employee question.
Building a case management bot with Einstein Bot Builder.
AI built into Slack providing answers to questions.

Get the most out of employee engagement & management software with thousands of partner apps and experts.

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Employee Service FAQ.

Application programs that organizations use to increase employee job satisfaction and better manage workers.

Employee engagement software help employees find answers fast, accelerate team collaboration, and upskill workers.

Employee engagement and management software can scale employee support, reduce operating costs and improve employee productivity.