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Explore the Employee Services Portal
As an employee, use the Employee Services portal to view knowledge articles, raise incidents, cases, and service requests, and track them independently. Chat directly with support teams or escalate through Agentforce, and review approvals as a manager. Some features differ between the Agentic Center and Agentforce Employee Center templates.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
Home Page
The home page is your starting point. From the home page, you can search for content, view notifications and your profile, and quickly reach key pages such as your tickets, the Service Catalog, knowledge articles, and your approvals.
On the Agentforce Employee Center template, your open tickets and site-wide announcements also appear on the home page, so you don't have to navigate to see them. If your company uses IT Compliance, you can also access the Policy Hub and Evidence Hub from the home page.
Service Catalog
Browse the Service Catalog to request hardware, software, and services such as a new laptop, VPN access, password resets, or account deactivation.
Knowledge
Find answers to common questions, troubleshooting guides, and best practices.
On the Agentforce Employee Center template, browse knowledge from the Knowledge Base page. You can star articles to add them to a personal Favorites page.
On the Agentic Center template, browse knowledge from the Knowledge Center page.
The Agentforce Employee Center template also includes embedded AI features for knowledge. Dynamic Q&A generates answers to your questions, and Knowledge Summaries condense articles into short overviews. The Agentic Center template doesn't include these AI features.
Tickets
Track tickets you've submitted, including incidents, service requests, and cases.
On the Agentforce Employee Center template, review all your incidents, service requests, and cases together on the unified My Tickets page, with filters and status updates.
On the Agentic Center template, track tickets through separate My Incidents and My Cases pages.
Assets
The Agentforce Employee Center template includes a My Assets page where you can view hardware assigned to you, with details such as serial numbers and warranty dates. To create a support ticket prepopulated with device information, use the Report Issue action on an asset's detail page.
The Agentic Center template doesn't include an assets page.
Approvals
Review pending requests that need your authorization.
On the Agentforce Employee Center template, your pending approvals appear in an Approvals section directly on the home page.
On the Agentic Center template, navigate to the My Approvals page to review your pending approvals.
Announcements and Banners
The Agentforce Employee Center template surfaces site-wide messages, including proactive maintenance and outage updates, on the home page and in a banner at the top of the portal. The Agentic Center template doesn't include announcements or proactive banners out of the box.
Policies and Evidence
If your company uses IT Compliance, the Agentforce Employee Center template includes a Policy Hub where you can read and acknowledge assigned policies, and a Compliance Evidence Hub where you can fulfill evidence requests. The Agentic Center template doesn't include these compliance pages.
Contact Support
Open the embedded messaging chat to get help from Agentforce, who can answer questions, surface knowledge articles, or create tickets on your behalf. You can also escalate to an IT rep for direct support.
Global Search
Find tickets, services, and knowledge articles by using the search bar.
Notifications
View your unread alerts from the notification icon.
User Profile
From the user profile menu, view your profile information or sign out of the portal.
