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What Is the Employee Service Site?
The Employee Service site is a CRM-powered help center that streamlines and automates key business processes across IT and HR. The site functions as a self-service portal for your employees to seek answers to general questions, receive technical support, and create service requests.
Site Overview
Employee Service uses Salesforce Experience Cloud to build, customize, and manage your Employee Service site. The Employee Service site uses the power of the Employee Concierge searchable knowledge base, ticketing system, and service console to provide your employees with dedicated support and solutions to their questions. In addition, the Employee Service Catalog provides powerful self-service for your employees to request products and services from departments such as IT and HR.
The features and capabilities of Employee Concierge and Service Catalog are packaged within several digital experience pages, which, in turn, are made up of custom components. Together, these pages and components make up the Employee Service site. For a full list of the custom pages and components, see Understanding the Employee Service Site Experience.
Here's an example of the Employee Service site.
Site Templates and Themes
To provide you a streamlined and quick setup experience, the custom pages and components are packaged together in several preconfigured templates and themes. The templates help you quickly publish your site with Experience Builder. The custom components provide you with no-code, point-and-click tools to customize your site to your preferences.
The Employee Service site supports the listed templates. The templates are available for selection and use in your site as part of the installation process.
- Employee Service—This principal template provides you with a modern and streamlined Employee Service site experience to unlock employee self-service efficiency. The template requires minimal setup steps.
- Employee Workspace—This original Work.com template contains the legacy Employee Service site experience launched with Employee Concierge v9.2. The template requires several setup steps.
- Customer Service—This Experience Cloud template provides you the flexibility to use the Employee Service custom pages and contents in a standard Salesforce template. The template requires full manual setup of all custom pages and components.
To provide you even more flexibility and customization of your site's style, our custom pages and components are supported on Experience Cloud themes. You have the option to use our custom templates and components with an Experience Cloud theme or use our custom components with an Experience Cloud template and theme. For more detailed information on our custom component compatibility with the supported Experience Cloud templates and themes, see Reviewing the Template Setup Solutions for Employee Service.
