Give employees a self-service experience on the Employee Services portal that fits how your teams work. Control which fields and buttons appear on the ticket list, ticket details, and approval list pages without writing code. Offer the portal in employees' preferred languages, and keep employees connected to IT with comments and a feed directly on their tickets. Turn resolved incidents, problems, and change requests into reusable Knowledge articles with Agentforce, so employees can find answers on their own.
- Tailor Employee Portal Pages to Your Service Needs
Align the portal with your unique business processes by controlling what appears on the ticket list, ticket details, and approval list pages of the Employee Services portal. Choose which fields and buttons employees see, without writing code. For example, show only the fields relevant to your service model, or control if employees can close or reopen tickets. Employees get a simplified experience focused on resolving issues, while admins gain the flexibility to customize the interface. - Collaborate on Tickets with Comments on the Employee Services Portal
Keep employees and IT teams connected on a ticket itself in the Employee Services portal. On incidents, cases, and service requests, employees can stay informed using the ticket feed. On incidents and cases, employees can also post, reply to, and delete comments and even attach files on incidents. - Help Employees Access the Portal in Their Preferred Language
Help employees use the Employee Services portal in a Salesforce supported language they prefer. Employees can switch the portal's display language themselves by using the Language Selector component. The interface language changes, but data in your records stays in its original language. - Turn Resolved Incidents, Problems, and Changes into Knowledge Articles with Agentforce
Capture fixes as reusable knowledge once an issue is resolved, instead of writing articles from scratch or skipping them altogether. From an incident, problem, or change request, draft a structured Salesforce Knowledge article grounded in that record's details, either from the Enterprise Knowledge Component on the record or by asking the Agentforce agent. To shape what Agentforce writes, create Knowledge Creation prompt templates grounded on each record type.