Tune in for the Service Keynote at Dreamforce — Drive Outcomes at Every Customer Touchpoint
Watch on Salesforce+
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 organisation.
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 organisation accomplish more work in less time
Source: Salesforce Customer Success Metrics Study
Drive 24/7 IT resolutions, conversationally.
IT Service
Give your team total visibility and control across every incident, problem, and change request from a single, centralised service desk. AI agents detect, triage, and resolve routine incidents instantly, uncovering root causes before they escalate, while predictive risk modelling flags potential outages and coordinates release dependencies. Built on ITIL best practices, your team resolves issues faster and deploys changes without breaking production.
Stop bouncing employees between portals and chat windows. Paige the employee service agent meets them where they already work, understands their intent, and resolves incidents and requests autonomously, 24/7. From simple service catalogue requests to complex, multi-step issues, Paige automatically orchestrates specialised subagents behind the scenes to handle the workflow. One secure interface for every IT and HR need.
Scale IT productivity with AI agents purpose-built for the full ITIL lifecycle, supporting your team right where they work in Slack or Teams. From managing routine incidents and major outages to generating knowledge articles, agents handle complex workflows right in the flow of work.
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.
HR Service
Deliver proactive, around-the-clock support for high-volume enquiries 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 centralising 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, personalised 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 Operationalising the Agentic Enterprise
Customer Story
Agentforce resolves IT and HR questions 24/7 for Salesforce employees
Video
Inside 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
Ready to take the next step with the service solution built on the world’s #1 CRM?
Start your trial.
Try Service Cloud free for 30 days. No credit card, no installations.
Talk to an expert.
Tell us a bit more so the right person can keep in touch faster.
Stay up to date.
Get the latest research, industry insights and product news delivered straight to your inbox.
Employee Service FAQs
Employee service management is a unified approach to delivering support and resources across an organisation, specifically bridging the gap between IT and HR. It moves beyond traditional ticketing by using a single platform to centralise 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 Centre: 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, organisations 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 enquiries about leave balances, expense reports, or profile updates by connecting directly to platforms like Workday and SAP.
- Proactive Incident Management: Using AI to analyse 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.