Solve IT and HR requests where employees already work.

SALESFORCE EMPLOYEE SERVICE: IT SERVICE AND HR SERVICE

The service platform for your own people

Salesforce Employee Service applies Service Cloud to your employees. IT Service is an agent-first, conversational IT support product that resolves requests instantly where employees work, and HR Service streamlines HR support to cut cost. Service Cloud in Slack brings reps, experts and AI agents together to solve the hardest cases in one place.

If your customer service already runs on Service Cloud, the same platform can serve employees: one knowledge base, one set of agents, one view of every request. FORWARD helps you judge where that pays off and where a dedicated IT tool still fits.

Key benefits

Requests solved in the conversation

AI agents answer and resolve routine IT and HR requests where employees already ask, in chat or in Slack.

One platform for IT and HR

Run IT service and HR service on the same platform, data and knowledge as customer service.

Experts pulled in when needed

Bring specialists into the conversation in Slack, with the case and the context attached.

Customer service first, employee service next

Most teams get the most from Service Cloud by fixing customer service first, then extending the same knowledge and agents to employees. A prepackaged agent such as the Agentforce Help Agent can serve both customers and employees from one knowledge base.

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Have more questions? Here’s an FAQ

What is Salesforce Employee Service?

It is Salesforce’s service offering for employees: IT Service and HR Service, plus Service Cloud in Slack. It uses the same platform, knowledge and AI agents as customer service.

How is IT Service different from traditional IT service management tools?

Salesforce built IT Service agent-first and conversation-first: employees ask in chat and AI agents resolve the request, instead of filling in a ticket form. Traditional tools start from the ticket.

Can it run in Slack?

Yes. Service Cloud in Slack brings service reps, experts and AI agents together in one conversation, so hard cases are solved where people already talk.

How do we start?

Start with one high-volume request type, such as password resets or leave requests, and one knowledge source. We build it, measure how many requests it resolves, and extend after.