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            Set Up the HR Service Center App

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            Set Up the HR Service Center App

            To complete the setup for HR Service Center, assign and share the custom list view.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise and Unlimited Editions
            HR Service Center requires the Employee Productivity Plus add-on license.
            • Share an HR Case List View with the Relevant Public Group
              The HR Service Center app includes a custom list view for HR cases. Share this list view with the HR public groups so your HR agents have access to it.
            • Manage Person Accounts and Employee Records
              Support tickets that are created by or for employees are stored and managed as case records. HR Service Center uses person accounts to associate employee data with cases.
            • Create Ticket Categories (Optional)
              By default, HR Service Center includes six ticket categories. You can create additional categories to allow employees and HR agents to create more ticket types. To add ticket categories to your org, complete all configuration steps in this section. Adding ticket categories is optional.
            • Prepare Your Team and Customize HR Service Center
              Users have different access, based on their persona and related permissions and licenses. You can also edit or add to the default configuration to best meet your organization’s needs.
            • Publish Knowledge Articles for Employees
              Use Salesforce Knowledge to communicate key company policies to employees and reduce the burden on HR staff. To save you time, HR Service Center provides a series of sample knowledge articles that address common employee questions. Customize the articles to meet your needs.
            • Connect HR Service Center to Workday
              Connect HR Service Center to Workday so you can create flows that reflect information from an employee’s Workday account. For example, let employees check their PTO balance or verify that they’ve set up direct deposit correctly in Workday.
            • Use Flows to Automate HR Processes
              HR Service Center provides a series of sample flows that you can customize and activate to meet your business needs. A flow can be associated with an onboarding task or linked from a knowledge article.
            • Activate the Case Lightning Page
              Apply the case record page to select profiles, apps, and record types.
            • Customize HR Service Center Service Catalog Item Samples
              The HR Service Center Service Catalog Samples Package (optional) includes these out of the box HR catalog items: Request Leave, Request Relocation, Notify of Resignation, Verify Employment, Report Payroll Issue, and Report Expense Issue.
            • Service Catalog Case Elements
              Review the service catalog and create case elements that are provided to you. You can use these elements to customize the Catalog Item details. The sample HR catalog items are designed to work with the out of the box fulfillment flow Service Catalog Create Case. You can configure the case field values for this service catalog item.
            • Configure HR Service Center Data Collection
              Salesforce collects anonymous data to understand product use. You can choose to opt out of this by deleting the scheduled job.
             
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