Service Cloud for HR Service

Project Name: Service Cloud for HR Service
Client Industry: Retail Business
Project Commencement Date: February 1, 2017
Project Completion Date: April 30, 2017

Leveraged Standard Out-of-The-Box Service Cloud for HR Service. Implemented Salesforce Service Cloud to enable HR Service team to utilize standard, out-of-box Service Cloud to handle HR Service.


The client was evaluating many cloud platforms including ServiceNow and Salesforce in order to help their HR department respond and resolve issues of internal employees across the world. Using 2 different cloud platforms for Sales and HR departments was not the desire by the management. However, the client was not confident that Salesforce can be customized to handle HR services as efficiently as ServiceNow.


We helped the client develop POC to present the concept. The client realized the potential of Salesforce and finalized Salesforce as a platform of choice. We configured case management process, where the standard case automation features were leveraged to help the HR service users to handle the cases in the system. Implemented Service console to handle the entire case management cycle. Implemented Knowledge, solutions & article management, thus the HR service users can use the knowledge content to answer the questions raised by the employees. We created reports on cases to measure the HR staff’s performance

  • Case Management – Web-to-Case, Case Record Types, Case Assignments, Case Auto Response, Case Escalation, Case Queues, Page Layouts, Email Alert
  • Knowledge & Article Management – Service Console, Knowledge, Solutions, Article Management
  • Reports & dashboards on cases

  • HR service reps used the knowledge content to answer the questions raised by the employees.
  • Improve the quality of services and reduce resolution time.
  • Increase employees’ satisfaction rate.
  • Single platform across the organization from Sales, Marketing, to HR.