Work.com ERM:
Tips for Getting Started

Gain a better understanding of Work.com Emergency Response Management and how to deploy it for your organization.

Customers and employers are now entering the reopening phase after the initial wave of the pandemic. In late May, Salesforce launched a suite of apps through Work.com, including the Emergency Response Management (ERM) package to better equip the public for future crises.

It can be a daunting task, especially in the current circumstances, to know where and how to get started—whether you’re a new Salesforce customer or an existing one. Read on to understand ERM’s high-level capabilities, how it will benefit your organization and employees, and what you need to deploy ERM quickly.

Before getting started, let’s review what exactly ERM is and its capabilities.

What is Emergency Response Management?

Emergency Response Management is a new Salesforce product that processes and triages emergency requests related to individuals, public health organizations, and government agencies.

ERM for Public Health can assess your employees’ well-being by asking a series of questions about their symptoms and tracing which individuals they have been in contact with. It can also identify and analyze affected outbreak areas and help employees schedule testing appointments based on recommendations from CDC guidelines.

ERM for Public Sector helps government and health organizations manage and triage emergency requests from intake to resolution; equip field workers to quickly respond to those emergencies; enable communities to request emergency assistance and share knowledge; and identify clusters of emergency areas.

What are the capabilities of ERM?

ERM can be broken down into two segments, each with its own underlying technical capabilities and platform/package requirements. Let’s review the features of ERM by mapping the capabilities to business values for your organization.

Below are the features of what each segment provides:

Contact Tracing:

1. Contact Tracing & Triage

2. Contract Tracing Community*

3. Self Scheduling for Appointments

4. Symptom Assessment*

Emergency Response Management:

1. Emergency Response Request

2. Hot Spot Identification/Infected Cluster Maps

3. Emergency Response Analytics*

4. Request Emergency Assistance Online*

*Add-on product

Capabilities map:

Terminology explained:

Before reviewing implementation options, let’s define the terminology we will use to help paint a clearer picture.

1. License: The cloud platform license that you purchase for your users (e.g., Health Cloud, Sales Cloud, Service Cloud)

2. Products: Individual products associated with each platform; each cloud has a suite of products available

3. Add-On Products: Additional products you can add to your org à la carte and provision per user

4. Managed Package: A downloadable app that contains a collection of components (e.g., custom objects or fields); generally, these components are not editable

5. Unmanaged Package: Similar components to a managed package; however, these components are editable and/or deletable

6. Template: A preformatted wizard or guide that can serve as a starting point, such a user flow, survey, or email

What do you need to get started?

Now that you have reviewed ERM features, capabilities, and terminologies, we can focus on which combinations of licenses, products, packages, and templates you will need to get started.

ERM product options

Because Salesforce products are so flexible, you are able to purchase add-on products as needed for your organization, or you can choose to purchase a bundle. We will review what that breakdown looks like for both Contract Tracing and Emergency Response Management.

1. Add-on products: Contact Tracing
   
   
   
   *Additional costs are associated with the licenses and add-on products
   
   Contact Tracing expert tips:

   • You must have a Health Cloud license to use Contact Tracing and Contact Tracing Communities.
   • If you are a Health Cloud customer and you want to purchase both Contact Tracing & Triage and Contact Tracing Community, you will need to add the Emergency Program Management and Community Cloud+ for Public Sector products. You will also need to download the Health Cloud Managed Package (link available in the terms and conditions of your contract) and the Employee Contact Tracing Managed Package. The Contract Tracing Flow (Unmanaged package) can then be downloaded to extend the capabilities. The Contract Tracer Communities Template is included with the Community Cloud+ for Public Sector product as a standard template and will need to be configured to meet business requirements.
   • If you are a Sales or Service Cloud customer and you want to implement just Contact Tracing & Triage, you will need to provision a Health Cloud license first, add the Emergency Program Management product, and then download the Health Cloud Managed Package (link available in the terms & conditions of your contract) and the Employee Contact Tracing Managed Package.
   • If you are a Sales or Service Cloud customer and you want to implement just Self Scheduling, you will need to provision a Health Cloud license, add the Lightning Scheduler product, and configure the scheduling flow (Unmanaged package) to your requirements. The scheduling flows are installed when Lightning Scheduler is enabled in your org.
   • Clinical Assessment Flow is included as a preinstalled flow of Emergency Program Management and can be run through the Digital Engagement product or Service Cloud Unlimited Edition license.
   • Before installing the Health Cloud Managed package, review the prerequisite checklist.

2. Add-on products: Emergency Response Management
   
   
   
   *Additional costs are associated with the licenses and add-on products
   
   ERM expert tips:

   • If you are a Health, Sales, or Service Cloud customer and you want to implement the emergency response request feature, you will need to install the ERM product as an add-on, which includes the ERM managed package and all of its components. ERM Managed Package for Public Sector will need to be downloaded once the ERM product is added on.
   • The ERM product add-on is required as a baseline before adding any additional products (e.g., Maps, Einstein, or Communities)
   • Salesforce Maps Managed Package is available to download after you have purchased the Salesforce Maps license.
   • The Emergency Response Community template is included with Community Cloud+ for Public Sector product as a standard template and will need to be configured to meet business requirements.
   • The ERM product add-on can be installed for any existing or new Sales, Service, or Health Cloud org. Having a Health Cloud license is not a requirement.

3. ERM bundles guide
   
   
   
   Bundle tips:

   • ERM for Public Health includes the Health Cloud license, Emergency Program Management, Lightning Scheduler, and Salesforce Maps products. In addition, product add-ons include Einstein, Digital Engagement, and Communities.
   • ERM for Public Sector includes the Service Cloud license, Emergency Program Management, Lightning Scheduler, and Salesforce Maps products. Additional product add-ons include Einstein, Digital Engagement, and Communities.
   • The bundle costs for ERM for Public Sector and Public Health differ due to underlying platform license costs (Service Cloud vs. Health Cloud).

Next steps:

Now that you understand the definition of ERM and what you need to get started, what are the next steps? Check out these helpful resources to begin installing ERM for your org:

1. Walk through the Emergency Response Management app with this demo.
2. Register for the Emergency Response Management webinar.
3. Sign up for a free ERM trial org.
4. Review the Emergency Response Management for Public Health Quick Start Guide.
5. Read the Emergency Response Management for Public Sector Quick Start Guide.
6. Check out how other Trailblazers are using Work.com* in the Work.com Community.

We want to hear about your experiences! Here’s how to share your story:

1. Post with the hashtag #OpenwithSalesforce in the Customer Success Community Group, where Salesforce experts and Trailblazers like you share ideas, find answers, and drive success together.
2. Connect with us on Twitter @askSalesforce and post about your success with the hashtag #WorkSmarter.