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Salesforce’s New HR Service Center Reduces Friction for the Hybrid Workforce

Quick Take: New HR Service Center offering helps companies quickly pivot to hybrid work environments with out-of-the-box HR processes, enabling increased productivity and employee engagement while reducing operational costs.


HR Service Center Console provides one unified workspace for HR specialists to manage requests

Starting a new job can be overwhelming, even during normal times. Now, as 52% of U.S. workers consider a job change and hybrid work becomes the status quo, the onboarding process is becoming even more important. What’s more, 71% of executives say employee engagement is critical to their company’s success — something that becomes increasingly difficult with a hybrid workforce.

In response to these rapidly changing trends, Salesforce today rolled out HR Service Center, an expansion of Work.com and a unified employee experience platform to support a hybrid workforce. 

HR Service Center helps employers build personalized, engaging experiences for employees adapting to a remote and hybrid era by streamlining traditionally complex and disparate HR processes. It also enables businesses to quickly pivot to digital, increase productivity, and reduce operational costs with updated workflows and AI-powered bots, plus new chat and voice capabilities.

The availability of HR Service Center comes as businesses eager to get back to pre-pandemic operations look for new ways to engage their workforce. They’re finding, however, that the rules have changed.

“It’s no longer enough to simply meet employee expectations. Leaders must now reestablish a new social contract with their employees for the remote and hybrid era,” said Clara Shih, CEO, Service Cloud. “Work.com helps every organization by removing friction, increasing productivity, and deepening work connections and loyalty.”

It’s no longer enough to simply meet employee expectations.Leaders must now reestablish a new social contract with their employees for the remote and hybrid era.

Clara Shih, CEO, Service Cloud

HR Service Center streamlines disparate HR process into integrated employee experiences

With 85% of HR leaders saying employee experience is their most valuable capability, new technology is needed to meet their evolving digital needs. HR Service Center will enable HR leaders to:

  • Deliver an employee-centered HR experience: Employees can view welcome videos or check time-off balances from anywhere in a single view. They’ll also be able to quickly search for answers and ask questions  about HR policies and benefits on their preferred channel from email to chat or bot — whether they’re in the office or working remotely.
  • Modernize the HR workspace: HR specialists can manage requests from a dedicated, personalized console with built-in AI, productivity tools, and knowledge recommendations to help both them and employees move fast.
  • Automate workflows across teams and departments: A library of out-of-the-box workflows automate complicated multi-step processes — including onboarding, leave, and more — for a streamlined employee experience.
  • Integrate with mission-critical systems: HR teams can reach operational excellence by securely integrating with leading Human Capital Management, IT Service Management, and departmental systems (e.g. Workday).

Customers and partners tap Salesforce tech to meet today’s HR needs

Salesforce customers have been using Service Cloud for years to deliver excellent customer experiences, self-service, automation, and analytics, with several extending their Service Cloud deployments to also cover employee service use cases. Bringing these best practices together helps customers deliver even more value to one of their most important stakeholders: their employees.

Salesforce consulting partners like Deloitte and EPAM PolSource are teaming with us to help customers extend the power of HR Service Center with custom implementations to meet individual business needs. These partners are experts in the HR space, and have Salesforce-certified consultants who are ready to implement HR Service Center for customers adapting to our hybrid work environments.

A future of wellbeing and engagement

Building on Work.com’s existing employee experience products, new tools like HR Service Center will enhance employee wellbeing, accelerate talent development, and streamline support for both onsite and remote employees. 

And with research showing that employees who are dissatisfied with their work technology are more than twice as likely to leave their job in the next year, it’s never been more critical for organizations to give employees the technology they need to succeed — whether they’re working from home, in the office, or in a hybrid model.