Help public sector employees resolve complaints, find qualified candidates, and access licensing information through AI-powered agents adapted from Public Sector Solutions. These Agentforce agents assist HR staff and hiring managers with complaint resolution workflows, skills-based candidate sourcing, and license and permit policy guidance. Employees can interact with agents on your Employee Experience portal for faster self-service and streamlined HR processes.
Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions where Agentforce Public Sector, formerly Public Sector Solutions, is active. Requires Employee Experience for Public Sector add-on and relevant Agentforce licenses for agent topics.
Why: Previously, PSS agents were designed only for constituent-facing workflows, limiting HR departments from using AI capabilities for employee services. With these enhancements, complaint resolution, candidate sourcing, and LPI assistance agents are adapted to work with internal employees. HR staff can consolidate complaint data, identify similar cases, and draft resolution communications. Hiring managers can extract skills from job postings, retrieve qualified internal candidates, and send personalized outreach emails. Employees can access policy documents and determine applicable licenses and permits without manual research.
How: In Setup, configure subagents for Complaint Resolution, Skills-based Candidate Sourcing, and LPI Assistance based on your HR use cases. Then, activate the agents on your Employee Experience portal or configure integrations to let employees and HR staff interact with agents in their preferred channels. For LPI Assistance, upload relevant policy documents to enable the agent to answer licensing and permitting questions.