Give your employees a secure channel to report confidential workplace issues, such as harassment, discrimination, or misconduct. Employees can report these issues directly from the employee portal or with Agentforce. Agentforce detects sensitive language and creates a confidential case for tracking to ensure that the case is automatically flagged and discreetly routed only to authorized HR reps. Admins manage access and routing of cases based on case categories to ensure employee privacy and accurate resolution
Where: This change applies to Lightning Experience in Unlimited Edition with HR Service.
Who: To use this feature, users need the Employee Hub Community User add-on permission set license, Agentforce permission set licenses, and these add-on licenses: Agentforce Employee Agent, Employee Hub Community User, Employee Hub HR Service Workspace, and Confidential Case Management User.
How: Employees can report confidential issues by using the employee portal or Agentforce:
- Employee Portal: On the Employee Portal, go to the Help Center tab and click New Confidential Case. Provide details, review, and submit the case for your case ID. A corresponding public complaint record is automatically created to route the issue discreetly to the right personnel.
- Agentforce: Agentforce detects sensitive language in chat (for example, harassment, abuse, unsafe) and offers a confidential case or human HR connection. If a case is created, it’s flagged as confidential and routed discreetly.