We recently wrote about Salesforce’s journey into the world of HR. Salesforce’s move into the HR realm may come as a surprise, but in fact, Salesforce is a platform many companies already use to solve everyday business problems. Salesforce for HR is simply their next employee-centric offering — not an HR system of record like Workday, but a powerful tool for tackling key HR scenarios.
Why use Service Cloud for HR inquiries?
Some HR inquiries turn into long-term conversations that need to be tracked, may involve multiple parties and decisions, and/or can take some time to disposition. (Think employee transfers to foreign countries, medical leave requests, etc.) Many times, a supplement to the automated processes in the HCM system is needed to enable the employee to connect directly with an HR expert and talk through their concerns about a transaction. Here’s where Service Cloud shines, by managing cases using the following 4 capabilities:
- Personalization. Service Cloud can integrate directly with HCM systems, like Workday, so that users are provisioned immediately when they are active in the HR system. So when a new hire has a question during their first week on the job, they can easily jump right in and open a case, and the service center rep will have accurate info about the employee and their role.
- Security. Service Cloud can be used to handle confidential HR use cases where data privacy is crucial, including tracking situations involving confidential salary information, HIPAA-sensitive information, and more. Users can be defined so that they only have access to subgroups of employees, or certain types of transactions, in order to ensure that only properly authorized individuals can work on those kinds of cases.
- Social integration. Cases managed in the Service Cloud environment work like any other object in Salesforce. Not only are they searchable, but they can also alert the worker of actions that need to be taken through the Chatter feed.
- Mobile integration. Service Cloud is fully available through the same Salesforce1 mobile app that handles the rest of the Salesforce application functionality. It’s not an extra solution with a separate infrastructure or different mobile app platform requirements, which simplifies rollout to a wide audience of users.
Service Cloud helps HR by offering a better search function, a more mobile solution, and a better Worker Experience — all while providing them with the ability to analyze activity across all support staff and pinpoint issues that occur frequently.
Organizations with a modern solution like Service Cloud can track trends — like, say, “Every 2 weeks we get a spike in Benefits questions in the West” — that can lead to solutions that help avoid those issues in the future. That way, HR can focus its efforts strategically on the most relevant support issues facing employees today, keeping them fully in the loop — even impressing them with the responsiveness and ease of tracking issues that they have come to expect as a consumer… but may never have experienced with their own HR department before.
For more information on engaging employees with an improved HR experience, read our ebook, Engaging Employees with a Modern Worker Experience.