Agentforce HR Service delivers personalized support for employees in the flow of work. This proactive, agent-first solution unifies services and data into a single system of engagement to provide 24/7 guidance in Slack or Teams or in an Employee portal. Built on a foundation of trust, it uses granular, real-time permissions to ensure sensitive inquiries are handled with care, boosting engagement while freeing HR teams for high-touch people strategy.

Agentforce HR Service delivers an Agentic strategy for an organization's internal HR solutions. An HR system may have solutions that are dependent upon:

• HR/HCM Systems such as Oracle or Workday
• Payroll/Benefits systems such as ADP
• LMS Systems such as Pluralsight
• Document Management and eSign capabilities such as Docusign or Adobe Sign
• Identity & Access systems such as Okta or Google

By implementing an agentic strategy with Agentforce HR Service, organizations create frictionless and effective Employee experience, engagement and success. 
 

Key Solutions that assist in this delivery include:

• Employee and Alumni Portals
• HR Service Console
• Agentforce for HR Service
• HR Service with Agentforce in Slack or Teams
• HR Systems integrations with Mulesoft or Data Cloud
• Employee Enablement and Onboarding program design

Platform power behind these solutions:

• Omni-channel integrations including Slack as a collaborative channel
• Service Catalog solutions for portals, Slack and Teams
• Platform automation and orchestration in the console
• System and Data Integration

Licensing Considerations
Always confirm the licensing options on the product website for capability and pricing changes. 

• Learn about the considerations between the Agentforce User License and the AI Agents for Employee Licenses.
• The Agentforce User License in this case will allow for end users to take advantage of the Employee Portal, Slack and/or Teams, but they cannot take advantage of AI agents in any of these channels.
• Below is the current licensing and pricing table for Agentforce HR Service.

Org Differences
It is important to remember that Agentforce HR Service and Agentforce IT Service products require a separate Salesforce org. This is for employee data privacy and liability separation. These products cannot be used in a Salesforce org which houses or implements CRM that delivers customer service or any customer facing solutions.

Partner Considerations and Opportunity

• With the Agentforce HR Service product, a reliance on a strong integration partner and a sound integration approach is a must. The partner position is less of a replace, but really lies in building as a consultant a truly frictionless Fulfiller and Employee experience.
• Enterprise Knowledge with Data Cloud also presents a great opportunity to help bring processes, documentation and changes in policy to the forefront of employee assistance.

Must visit resources!

• Product Overview: for product description, high level use cases and pricing
• Help Documentation: for Employee Service
• Product Decoded - Agentforce for Employee Service: Initial enablement session in Partner Learning Camp
• HR Service First Call Deck: Partner version is available in our Partner Community

Agentforce IT Service may be implemented on it's own or as part of an Employee Service strategy along with HR Service. IT Service delivers improvements in IT Service wait time, IT Service scale and IT Service operational efficiencies.

Key Solutions include:

• IT Service Desk: Service Management with Omnichannel and the power of the Service console
• AI Employee Access:  In Portals, Chat, Slack (or even Teams), employees can raise issues in the flow of work
• AI Agents for IT Teams:  Human-Agent Assistance, Summarization, Proactive Resolutions and Root Cause Analysis
• Agentic CMDB and Discovery: Service Graph and Discovery
• All driven with end-to-end ITIL in mind

AI Agents for Employees and Teams (all OOTB)

• Knowledge Answers
• Incident Summarization
• Communication Generation
• Incident from Voice/Chat/Email
• Knowledge Creation
• Incident, Problem related records creation
• and more!

Must visit resources!

• Product Overview: for product description, high level use cases and pricing
• Release Documentation: for Agentforce IT the GA Information is currently in the Release Notes
• Help Documentation: for technical setup of Agentforce IT Service
• Product Decoded - Agentforce IT Service: Initial enablement session in Partner Learning Camp
• Agentforce IT Service First Call Deck: Partner version is available in our Partner Community