All About Salesforce’s Work.com

So, what is Work.com?

Work.com, a Covid-response platform from Salesforce, became generally available in June of 2020. It’s not your typical Salesforce “cloud” either; it’s a collection of applications, content, and other resources for those who work in the Salesforce ecosystem. It’s also not your 2012 Work.com. That product made a huge splash at Dreamforce that year and was focused on human resources applications solely, but was retired a few years later. This Work.com is a powerful, new engine aimed at getting employees and employers back to … well, work!

Work.com has applications that can provide employee engagement through service and knowledge components, automate workflows with intelligence, support health and safety, be prepared for crisis response, and more. Case studies are powerful testaments to the flexibility and power of Work.com. Universities are using Work.com to return students to campus, providing and maintaining mental health support, and strategizing and activating diversity and inclusion efforts. Companies are using Work.com to help employees safely return to the office and address the future of work, with applications like contact tracing and workforce reskilling.  

Many of the applications are built with features from other Salesforce products you know and love, like Lightning Scheduler, Salesforce Maps, myTrailhead, and Tableau. Since the architecture is natively built on Salesforce, it’s a tool that certified Salesforce experts will feel comfortable working with and customizing to your very specific needs.

How Will Salesforce Use Work.com?

Salesforce (the company) has announced that their return to workplace strategy is heavily dependent on Work.com. They have provided a playbook to guide the return to the workplace and are transparently sharing the practices and procedures that they are putting in place to return their employees to work in their office locations—nearly sixty of them globally.  

Salesforce is measuring the way that employees are returning to the workplace, and their data comes from global locations. They’re measuring the days employees prefer to work from home versus in the office, where employees like to sit when they’re on-property, and other metrics that they are using to continue to inform the development and improvement of the Work.com suite.  

They’re putting that information to use as they bring their own employees back, and allowing them to use Work.com for scheduling shifts in the office. This gives a broad look at who is in the office and when, to track capacity and fullness. They are also using Work.com to collect digital wellness information. 

How Can Your Company Use Work.com?

As a flexible product with multiple components, the only limit to Work.com is your creativity and imagination! Here are some ideas that you can use as inspiration to how your organization can take advantage of these powerful Work.com applications:

  • Employee Experience: This application introduces the idea of giving your employees an experience, the same way you provide customer service. It allows you to increase efficiency, improve engagement, provide self-service channels, resolve employee requests, and more. The three primary components are Employee Workspace, Employee Concierge, and IT Service Center. 
  • Workplace Command Center: This application provides a flexible solution to manage operations of your business. It’s an inexpensive add-on to the Sales Cloud, Service Cloud, or Platform products. There is also an option for the Shift Management component, which allows companies to make intelligent decisions about when and who should be in the office.  
  • Employee Contact Tracing: This application helps you to protect your employees through capturing information via guided assessments, trace interactions to identify possible transmission points, and address barriers to employee health and productivity.  

Emergency Response Management: This application can be customized to fit a multitude of use cases. Public sector organizations can use this application to prioritize and mobilize resources to support the community, with a solution including Service Cloud, Emergency Program Management, Salesforce Scheduler, and Salesforce Maps.  Public health organizations can use this application to develop and deploy safe initiatives from emergency services to patient journeys, with a solution including Health Cloud, Emergency Program Management, Salesforce Scheduler, and Salesforce Maps.

There are so many more ways to use Work.com and its connected resources and applications.  The sky is truly the limit!

What Are You Waiting for?

Work.com has what you need, when you need it—which is now. The CDC has provided guidance on returning to work and reopening workplaces, and that’s incredibly helpful.  Work.com, however, gives you the guidelines, the tracking, the tools, and the support that you need to guide your employees, community, and constituents through this process.

Need to Implement Work.com In Your Org?

At Bitwise Technology Consulting, we use a consultative approach to help you determine the best strategy to identify your Salesforce challenges, implement appropriate solutions and enhance your systems. If you’re a business owner, COO, CTO or the head of your company’s Human Resources department looking to integrate Work.com into your existing Salesforce organization, we’d love to help. Schedule a chat with us using this link: Let’s Talk.


This post was written by Shannon J. Gregg Ph.D, President of Cloud Adoption Solutions. Shannon is an aficionado of sales technology to increase efficiency in the sales process and an early adopter and adoption influencer for sales technology systems, particularly Salesforce and technology that integrates with the Salesforce platform.

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