The Salesforce playbook for HR teams.
HR is being transformed by AI and modern platforms, and the HR organizations winning have moved past compliance-driven systems into platforms that drive employee experience, talent strategy, and operational efficiency.
- 12 chapters
- 5 day-to-day workflows
- 4 products in depth
- 7,427 words
What's inside.
Written by our Salesforce consultants for HR teams. Read it start to finish or go straight to the chapter you need.
Salesforce for HR teams: where it pays off
6 patterns that work for HR teams, and the platforms we connect.
The problems Salesforce has to solve
The 6 problems a design has to solve, and 4 methods we use on them.
A week in Salesforce: the workflows that matter
5 day-to-day workflows to test any design or demo against.
The Salesforce products, in depth
Salesforce Service Cloud, Salesforce Experience Cloud, Salesforce Agentforce, MuleSoft: capabilities, when each fits, and buyer questions.
How to roll it out
4 first decisions, plus step-by-step rollout plans for the main products.
The systems to connect
18 systems HR teams most often connect to Salesforce.
Compliance and governance
6 obligations to design for from the start.
What to measure
11 measures, with a baseline worksheet.
Mistakes to avoid
The errors we are most often called in to fix, and what to do instead.
Questions teams ask
5 questions HR teams ask before and after go-live.
Results from our projects
6 results from Abstrakt Solutions projects.
Next steps
Free assessments and how to reach a consultant.
Two of the workflows inside.
What HR teams actually do in Salesforce when it is set up well. The playbook covers 5, plus rollout plans, metrics and mistakes to avoid.
Get the full playbook →- Employee inquiry case handlingAn employee asks about parental leave through the portal, chat, or email, and Service Cloud creates a case tagged by topic and location. Omni-Channel routes it to the leave specialist queue, and the specialist sees prior cases from that employee. Sensitive categories are restricted by sharing rules so only designated HR staff can open them.
- Policy answers through knowledgeHR maintains policy articles in Salesforce Knowledge with versions by country or state. The portal suggests relevant articles as employees type a question, and Agentforce can answer from approved articles with a link to the source. When policies change, owners update one article and every channel reflects the new wording.
Who wrote it.
Abstrakt Solutions is a Salesforce Select partner based in St. Louis, with 108 Salesforce certifications and a 4.95 out of 5 rating from 92 reviews on Salesforce AgentExchange (formerly AppExchange).
