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Employee Service
Deliver agentic IT and HR resolutions right where employees work.
Bring our leading service platform to your employees. Power your IT and HR operations on a single agentic platform that automates end-to-end processes. Give your employees instant, conversational support in Slack or Teams while freeing your reps for high-value tasks.
How will Salesforce transform your employee service?
Deliver seamless, 24/7 internal resolutions and multiply productivity with autonomous AI agents and humans on one unified platform. Free your IT and HR teams to focus on high-value strategy while Agentforce independently handles routine requests—accelerating resolution, simplifying workflows, and providing a single source of truth across your organization.
Here's what sets Salesforce apart.
79
%
see an improvement in employee engagement
79
%
see an improvement in teamwork or team collaboration
76
%
agree that Salesforce helps their organization accomplish more work in less time
Source: Salesforce Customer Success Metrics Study
Drive 24/7 IT resolutions, conversationally.
Agentforce IT Service
A system of record designed for next-generation, end-to-end IT service management — fully aligned with ITIL best practices. The IT Service Desk centralizes incidents, problems, change requests in one place, giving IT teams the visibility and control they need. With built-in AI, productivity tools, and intelligent workflows, teams can detect, track, and resolve issues faster while monitoring dependencies and ripple effects across the organization.
Deliver fast, 24/7 support right where employees work — Slack, Microsoft Teams, portals, email, or webchat. Through intelligent workflows and orchestration, empower employees to solve issues instantly in a single chat that adapts in real time to their data, behavior, and context. Employees can easily get IT help, receive proactive support, request new software or devices and more.
Save teams time and multiply productivity with AI agents that detect issues, analyze incident history and resolve cases — right within Slack, Teams, or the Employee Portal. Resolve issues faster than ever before with prebuilt AI agent actions across the entire incident, problem, and change process.
Manage your IT infrastructure with a dynamic CMDB powered by Agentforce that continuously updates in real-time — no manual entry. With 200+ out-of-the-box and custom Configuration Items (CIs), create an accurate and actionable single source of truth for all your CIs, dependencies, and assets to ensure data integrity, reduce risks, and improve service reliability.
Resolve HR issues instantly in the flow of work with Agentic AI.
Agentforce HR Service
Deliver proactive, around-the-clock support for high-volume inquiries like leave balances and expense reports. By automating these routine requests, you improve the user experience, lower costs, and empower HR teams to pivot from repetitive tickets to high-impact strategic initiatives.
Empower HR teams with a single workspace that unifies employee support with real-time data. By centralizing milestones, history, and active requests, you eliminate the friction of jumping between systems to drive team efficiency and ensure every interaction is grounded in a complete, personalized context. AI agents streamline support by surfacing summaries, suggested responses, and relevant history to accelerate resolutions.
Meet employees where they already spend their time—whether that’s Slack, Teams, or webchat. By bringing HR support into these everyday tools, you remove the learning curve of a new platform and the friction of separate logins, helping employees get answers without interrupting their work day.
Hit the ground running with employee service tips, tricks, and best practices.
Video
How Salesforce is Operationalizing the Agentic Enterprise
Customer Story
Agentforce resolves IT and HR questions 24/7 for Salesforce employees
Video
Inside Agentforce IT Service: What Customers Really Think
Article
Salesforce Unifies Customer, HR, and IT Service on One Platform
Webinar
Where IT Service is Headed Next — and How to Get Ahead
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Employee Service FAQs
Employee service management is a unified approach to delivering support and resources across an organization, specifically bridging the gap between IT and HR. It moves beyond traditional ticketing by using a single platform to centralize requests, automate workflows, and provide employees with a seamless, conversational experience. Agentforce transforms employee service from a manual service desk into an autonomous engine that can reason and take action to resolve issues 24/7.
Modern employee service management is built on four core pillars:
- Unified Command Center: A single workspace (like the HR and IT Service Desks) that provides a "single source of truth" for all employee data and requests.
- Agentic Intelligence: Autonomous AI agents that independently handle routine tasks and perform root-cause analysis rather than just providing links.
- Proactive Visibility: Real-time infrastructure and asset mapping (via an Agentic CMDB) to detect and prevent issues before they disrupt the workforce.
- Multi-Channel Accessibility: Support that meets employees where they already work, such as Slack, Microsoft Teams, and mobile portals.
The primary benefit is increased productivity. By allowing autonomous AI to handle high-volume, routine inquiries, your IT and HR teams are freed to focus on high-value, strategic initiatives. Additionally, organizations see a reduction in operational costs, faster resolution times, and increased employee satisfaction through instant, 24/7 conversational support that requires zero manual searching.
Salesforce unites IT Service Management and HR Service Management, so use cases span the entire employee lifecycle:
- IT Support: Automating password resets, software provisioning, and troubleshooting via conversational AI.
- HR Self-Service: Instantly resolving inquiries about leave balances, expense reports, or profile updates by connecting directly to platforms like Workday and SAP.
- Proactive Incident Management: Using AI to analyze incident history and automatically alert teams to potential system changes or infrastructure risks.
- Seamless Onboarding: Coordinating across departments to ensure new hires have the right equipment, access, and HR documentation from day one.