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            HR Service Console Setup

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            HR Service Console Setup

            Assign permissions to your service representatives. Configure the dashboard and reports, create compact layouts for the Person Account and Contact objects, configure the Employee Profile Card and Employee Details components, set up the Person Account page, and configure Salesforce Knowledge.

            Required Editions

            View supported editions.
            • Review and Assign HR Service Console Permissions
              Service representatives access HR Service Console in their Salesforce org through supported editions, add-ons, and permissions.
            • Configure Dashboard and Reports
              When a service representative accesses the Home tab, the dashboard shows a visual summary of the cases assigned to them. To ensure a service representative sees information only about the cases assigned to them and not all cases, you must configure the dashboard to convert it from a static dashboard to a dynamic dashboard.
            • Configure Employee Profile Card Component
              The Person Account Record page in HR Service Console contains the Employee Profile Card component. The component shows employee information to the service representative. You can also add the component to a case, messaging session, and voice call record page.
            • Provide Access to Account, Contact, and Employee Objects
              Give service representatives the permission to create, update, and delete employee records.
            • Set Up Person Account Page
              Add the Action Launcher, Employee Profile Card, Employee Details, and Timeline components to the Person Account record page. These components provide your service reps quick access to employee information and actions for assisting employees.
            • Overview of Screen Flows for Managing Employees
              Your service representatives can use screen flows to create and update employee records.
            • Set Up Knowledge
              HR Service uses Salesforce Knowledge to help service representatives manage knowledge articles in HR Service Console. Your service representatives can author, publish, and manage the articles to help employees find answers and solutions to their issues.
            • Set Up Voice Calls
              With Service Cloud Voice, service representatives can receive and place calls from HR Service Console to resolve employee issues.
            • Employee Feedback Management
              To improve the HR service experience, configure Salesforce Surveys to send a survey automatically to an employee when their case is closed. To view the survey responses, build a report and dashboard.
            • HR Service Analytics with Service Insights
              Help your HR leadership enhance their service delivery by giving them real-time data visualizations in Service Insights dashboards. The dashboards provide metrics that show the trends for case performance and satisfaction scores, enhancing effective case management and service operations.
             
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