Watch the IT & HR Service Keynote at Dreamforce — Agentic AI Powers Employee Success
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Employees shouldn't have to become experts in your HR systems. One tool for leave requests. Another for payroll. A different portal for benefits. An email to HR for anything sensitive. By understanding context, resolving inquiries, and taking direct action right inside Slack and Teams, autonomous AI support delivers instant resolutions where your employees already work. Everyday requests don’t turn into tickets, reclaiming valuable capacity for your HR team while keeping enterprise data fully grounded and secure.
IT & HR Service Cloud Keynote Agentic AI Powers Employee Success
Stop managing queues, start solving issues instantly. AI agents proactively address IT and HR requests anywhere your employees work – boosting uptime, lowering costs, and raising productivity 24/7.
What can you do with your new HR service management solution?
Unify your systems into a single system of engagement. Give your team secure, 24/7 AI agents that understand context, resolve inquiries, and execute actions within your existing collaboration channels. Reserving HR expertise for moments that require true empathy and judgment allows your team to reclaim capacity, stop wasting time on repetitive triage, and focus on high-impact strategy.
Connected Employee Experience: Bringing HR, IT & Workplace Together
Employees don’t think in functional silos, they just need seamless support. Join us to explore how HR, IT, and workplace teams can deliver a single, frictionless employee experience they expect. You’ll see how Salesforce leverages an employee service agent to orchestrate HR requests, IT issues, and other workplace needs directly where employees collaborate and work, while giving service teams the tools they need to do their job more efficiently.
Meet Paige, your Employee Service Agent.
One conversation. One resolution.
Deliver instant support for high-volume inquiries where employees already work. Paige understands employee context and draws from trusted knowledge to proactively guide employees through leave balances or expense reports, resolving needs without creating a ticket.
AI agents can move beyond basic conversation to take direct action. Integrating with third-party systems allows agents to execute complex tasks like updating direct deposit details or correcting payslips in minutes. Say goodbye to friction and the need to manually enter data across fragmented tools.
Zero-copy architecture powers Paige with real-time employee data while strict permissions keep information protected. When an issue is sensitive, such as Employee Relations, Paige seamlessly escalates the request to an HR specialist, carrying the full conversation context forward.
Everything HR teams need, in one place.
Employee context, knowledge, and AI in a single workspace.
Bring employee support and real-time context together in one workspace. Centralizing history and active requests across HR and IT eliminates tool switching and ensures human reps pick up seamlessly right where the AI agent left off.
Reps get AI-surfaced knowledge, suggested responses, and the ability to take action directly from the case, resolving even the hardest requests with speed and accuracy.
Skip messy data migrations. Live connections to third-party and legacy systems give reps an accurate view of employee records grounded in real-time permissions, keeping sensitive information secure at every step.
Less setup. More impact.
Get started quickly and scale easily.
Easy setup, headless architecture, and out-of-the-box agents mean no heavy lift to get started. Automating routine requests eliminates work before it starts, shifting your metrics from ticket closure times to capacity created, freeing your HR team to focus on talent growth, culture, and the broader employee journey.
The same agentic foundation that resolves HR requests extends across the business: HR, IT, Workplace, Finance, Legal, Procurement, all on one unified system of engagement.
Extend the power of HR Service with these related products.
IT Service
Solve IT issues faster and reduce service costs with humans and agents working together.
Employee Service
Power your IT and HR service on a single agentic system of engagement that automates end-to-end processes.
Service Cloud
Drive productivity, reduce costs, and increase customer satisfaction at scale with Service Cloud.
HR Service Pricing
Find the right HR Service option for your business needs.
AI Agents for Employees
Action-oriented agents that deliver resolutions in the flow of work.
$
15
USD/User/Month
(Billed annually)
- Unmetered Agentforce actions for employee usage
- Proactively resolve your HR & IT needs with AI-driven workflows
- Omnichannel support across Slack, Teams, Portal, and Chat
- Out-of-the-box agents for HR & IT with 50+ pre-built service catalog items
HR Service Desk - Enterprise Edition
An agentic workspace for HR to manage employee cases and requests.
$
50
USD/User/Month
(Billed annually)
- Unified, Agentic Case Management
- Employee Service Portal
- Generative Knowledge Management
- Employee Enablements
- Approvals and Notifications
HR Service Desk - Unlimited Edition
The complete agentic HR workspace with 24/7 support and full-scale testing.
$
75
USD/User/Month
(Billed annually)
- Everything in EE +
- Sandboxes
- Premier Support Access
- Predictive AI
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.
Agentforce (flex credits) and Mule for Flow (workflows & connectors) are included in IT and HR Service products, and are unmetered.
Get the most out of HR service management with thousands of partner apps and experts.
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Customer Story
Agentforce resolves IT and HR questions 24/7 for Salesforce employees
Salesforce+
HR's best benefit. Smarter employee support with Agentforce
Webinar
Breaking Down Silos: Building a Unified HR System of Engagement for the Modern Workforce
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HR Service Management FAQs
HR service management is a unified approach to delivering support and managing employee requests through a single, intelligent platform. It connects employees to the right answers and resources by bridging siloed data from various HR systems into a central command center. With Agentforce, it evolves from manual ticketing into an autonomous experience where AI agents can reason and take action to resolve inquiries instantly.
The primary benefits center on efficiency gains for both HR teams and employees:
- Multiplied Productivity: Automates high-volume, routine requests—like leave balances and expense reports—freeing HR teams to focus on strategic talent development.
- Improved Employee Experience: Provides a consumer-like service experience with instant, 24/7 support right in the apps employees use most, like Slack and Microsoft Teams.
- Reduced Operational Costs: High self-service resolution rates (up to 96% in some cases) significantly decrease the manual burden on support staff.
- Data-Driven Accuracy: Centralizing data ensures that every response is grounded in a "single source of truth," reducing errors and inconsistencies.
It works by creating a seamless loop between the front-end employee experience and the back-end HR operations:
- Employee Front-End: Employees interact with an Employee Portal or AI agent in Slack (or a different channel of choice) to ask questions naturally.
- Agentic Resolution: The AI agent analyzes the request, pulls data from integrated systems (like Workday or SAP), and executes the necessary action.
- HR Back-End: Complex cases that require a human touch are automatically routed to the HR Service Desk, where specialists have a 360-degree view of the employee to resolve the issue quickly.
A modern solution should include these features:
- Autonomous AI Agents: Agents that don't just "chat" but can independently execute tasks like submitting PTO or updating direct deposit details.
- Unified HR Service Desk: A dedicated workspace for HR teams that includes built-in AI, productivity tools, and a centralized knowledge base.
- Prebuilt Connectors: The ability to quickly connect to mission-critical systems like Workday, SAP, and ADP to surface relevant employee data.
- Omnichannel Support: The flexibility to support employees across any channel, including email, phone, messaging, and mobile-friendly portals.
The best solution is one that unifies AI, Data, and CRM on a single, trusted platform. HR Service stands out because it is a unified agentic platform, offering deep integration with Slack and a robust security layer (the Trust Layer). It allows organizations to scale their HR support with Agentforce, moving from a reactive "support" model to a proactive, agentic strategy that drives business growth.
Modern employee engagement solutions are increasingly rated highly when they meet staff where they work by embedding agentic AI directly into collaboration platforms like Slack, Teams, Chat, and others. These top-tier tools provide a unified hub for all workforce needs, utilizing AI integrations with 3rd party systems to deliver a seamless, personalized experience for every employee. High-performing platforms allow HR teams to scale their service efficiently through integrated case management, productivity tools, and autonomous agents grounded in the company's own knowledge base.
The highest-rated solutions for remote workers focus on meeting employees in their existing digital workspaces—like Slack or Teams—using agentic AI to provide seamless, grounded support. By bringing together all the relevant HR information into one place, this reduces friction and increases ease of use by remote employees.
Key features include agentic AI, automating common employee workflows like onboarding, seamless integrations with Human Capital Management systems, and dashboards that make analytics and trends clear to both HR reps and team leaders. Integrations with the tools teams already use help engagement feel natural instead of bolted on. When AI tools are added in, the tech can summarize cases, surface signals that might otherwise be missed, and make engagement insights more actionable at the organizational level.