What is Work.com? – All You Want to Know in 2025

What is Work.com? – All You Want to Know in 2025

On November 12, 2025, Posted by , In Salesforce, With Comments Off on What is Work.com? – All You Want to Know in 2025

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Salesforce Work.com, initially launched in 2012 and retired by 2015, was reintroduced with enhanced capabilities on June 1, 2020. This new version was created to address the challenges brought about by the COVID-19 pandemic and the rapidly changing definition of the workplace.

The workplace has transformed dramatically over the past few years, with the rise of remote work and digital-first operations becoming the new norm. Organizations had to quickly adapt to these changes, and the need for cohesive, integrated systems became more evident than ever. Work.com emerged as a solution to help companies navigate this shift, enabling businesses to manage their operations, collaborate, and ensure employee well-being and safety amidst the challenges of the pandemic.

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Work.com provides a comprehensive suite of pre-built applications that focus on employee collaboration, productivity, well-being, and workplace safety. It serves as a one-stop solution for all apps employees need to stay connected, engaged, and efficient. Below, we’ll explore some of the key features that make Work.com such an indispensable tool for today’s workplace.

Key Features of Work.com

  1. Workplace Command Center The Workplace Command Center acts as the operational hub for the workplace, crucial for monitoring facilities, especially after significant events like the pandemic. It allows businesses to track and manage facilities at various locations and sub-locations, such as different floors in a building. The system can be customized to meet specific company needs and can be extended through additional Salesforce apps.
  2. Employee Workspace Employee Workspace gives employees access to all the necessary apps for productivity, regardless of their physical location. It empowers employees to work remotely, customize their homepage according to job needs, receive company updates, accept shifts, and collaborate more effectively.
  3. Employee Concierge The Employee Concierge is a searchable knowledge base designed to address common employee questions. Employees can access it via the Employee Experience Cloud. If the knowledge base doesn’t solve their queries, employees can raise tickets for further support.
  4. Employee Concierge Bot Integrated with an AI-powered chatbot, the Employee Concierge Bot assists employees with their inquiries. Before enabling the bot, companies must activate chat and Einstein Bots to ensure smooth operation.
  5. IT Service Center The IT Service Center allows agents to manage the full lifecycle of incidents, problems, and changes, offering real-time asset data and helping mitigate business disruptions before they occur.
  6. HR Service Center The HR Service Center enhances productivity and employee engagement while reducing operational costs. It extends the Concierge’s IT ticketing functionality to include HR-specific tickets and provides a framework for managing employee onboarding tasks.

Key Features of Work.com

1.Workplace Command Center

The Workplace Command Center allows businesses to monitor and manage multiple locations in real-time. After an event like the COVID-19 pandemic, companies can track different sub-locations like floors or sections within buildings. The system offers customizations to match specific business requirements. An example of this might include customizing the dashboard to track hygiene levels, occupancy, and floor-specific safety protocols.
Example:
A company with multiple buildings can set up the Workplace Command Center to track safety and cleanliness on each floor. The system could integrate with sensor data to automatically alert the team when a cleaning session is due or if a floor exceeds the occupancy limit.

// Example of monitoring building occupancy using custom objects and Salesforce's platform
public class WorkplaceOccupancyTracker {
    public void monitorOccupancy(String buildingName, Integer currentOccupants) {
        Building__c building = [SELECT Id, Occupancy__c FROM Building__c WHERE Name = :buildingName LIMIT 1];
        if(currentOccupants > building.Occupancy__c) {
            // Send alert if occupancy exceeds limit
            System.debug('Occupancy limit exceeded for ' + buildingName);
        }
    }
}

Code Explanation: The code monitors the occupancy of a specific building using custom objects. It retrieves the occupancy data from the Building__c object and compares the current occupancy to the set limit. If the occupancy exceeds the limit, an alert is triggered.

2.Employee Workspace

The Employee Workspace provides employees with a centralized environment for all the tools and apps they need to work. It enables remote collaboration, shifts management, and communication. For example, an employee in a customer service team might have a dashboard that shows their daily tasks, upcoming meetings, and communications with customers.
Example:
Employees can interact with different Salesforce apps within their workspace, such as the Service Cloud for customer queries, or the Calendar for their shifts.

// Example: Embedding Salesforce Lightning Components into the Employee Workspace
<lightning:component implements="force:appHostable" aura:id="empWorkspace">
    <lightning:button label="View Shift" onclick="{!c.viewShift}" />
    <lightning:button label="View Messages" onclick="{!c.viewMessages}" />
</lightning:component>

Code Explanation: This Lightning component integrates buttons that allow employees to view their shift and messages. The force:appHostable interface ensures that this component can be embedded within Salesforce applications, creating a streamlined workspace for users.

3.Employee Concierge

The Employee Concierge is a knowledge base that employees can use to find answers to common questions. Employees can search through a variety of topics related to HR, IT, or company policies. If a question isn’t answered, they can raise a ticket.
Example:
An employee might have a question about their benefits or request technical assistance. They can either search through the knowledge base or use the ticketing system to escalate the issue to HR or IT.

// Example: Creating a case when a question is not resolved by the Employee Concierge knowledge base
public class ConciergeTicketingSystem {
    public static void createCase(String employeeId, String issue) {
        Case newCase = new Case(
            Subject = 'Employee Issue: ' + issue,
            Priority = 'High',
            Origin = 'Employee Concierge',
            ContactId = employeeId
        );
        insert newCase;
    }
}

Code Explanation: The createCase method creates a new Case record when an employee’s query cannot be resolved through the Employee Concierge. The case is marked with high priority and linked to the employee’s contact record in Salesforce.

4.Employee Concierge Bot

The Employee Concierge Bot uses AI to automate responses to employee queries. It integrates with Salesforce’s Einstein Bots to answer frequently asked questions without human intervention.
Example:
Before implementing the bot, you would need to set up a chat channel and enable Einstein Bots for automation.

// Example: Activating Einstein Bot using Apex (pseudo-code)
public class EinsteinBotIntegration {
    public static void triggerBot(String query) {
        if(query.contains('shift') || query.contains('leave')) {
            // Trigger Einstein Bot to respond to shift or leave related queries
            EinsteinBot.reply('Please visit the Employee Workspace to view or request your shifts');
        }
    }
}

Code Explanation: The triggerBot method checks if a query contains specific keywords like “shift” or “leave” and activates an Einstein Bot response. The bot replies with a predefined message to direct employees to the appropriate workspace.

5.IT Service Center

The IT Service Center helps businesses manage the lifecycle of IT incidents, problems, and changes. It integrates with real-time asset data to proactively identify and address issues before they impact business operations.
Example:
A proactive alert might be set up to notify IT teams when a server’s health status drops below a certain threshold, preventing future disruptions.

// Example: Monitoring IT assets for potential issues
public class ITAssetMonitor {
    public static void checkAssetStatus(String assetId) {
        IT_Asset__c asset = [SELECT Id, Status__c FROM IT_Asset__c WHERE Id = :assetId LIMIT 1];
        if(asset.Status__c == 'Critical') {
            // Send alert to IT team
            System.debug('Critical status detected for asset: ' + assetId);
        }
    }
}

Code Explanation: The checkAssetStatus method retrieves the status of an IT asset. If the status is “Critical,” the code triggers an alert to the IT team, helping them to take corrective actions before issues escalate.

6.HR Service Center

The HR Service Center provides tools for managing HR operations, such as employee onboarding and HR ticketing. It enables HR specialists to create tasks for new employees, ensuring a smooth onboarding process.
Example:
During onboarding, HR personnel can assign tasks to new hires, such as completing paperwork, attending orientation, and setting up their workstations.

// Example: Automating HR task assignments during onboarding
public class HROnboarding {
    public static void assignOnboardingTasks(String employeeId) {
        // Assign task for completing documentation
        HR_Task__c docTask = new HR_Task__c(
            TaskName__c = 'Complete Onboarding Documentation',
            Employee__c = employeeId,
            Status__c = 'Assigned'
        );
        insert docTask;
    }
}

Code Explanation: The assignOnboardingTasks method automatically creates a task for new employees to complete their documentation as part of the onboarding process. The task is linked to the employee’s record in Salesforce.

Work.com and the Post-COVID Workplace

The COVID-19 pandemic fundamentally changed workplace dynamics, necessitating new approaches to managing everything from facility capacity to employee health and wellness. Work.com includes several features designed to help businesses address these new challenges effectively.

Key Features Supporting COVID-19 Response

1.Shift Management

Shift Management is used to control employee availability and facility occupancy in the post-COVID era. It allows managers to create occupancy models and assign shifts to employees accordingly.
Example:
The system can send shift notifications to employees via the mobile app, ensuring they are aware of their schedules in real time.

// Example: Sending shift notifications to employees through the Salesforce mobile app
let shiftNotification = new Notification({
    title: 'New Shift Assigned',
    body: 'You have been assigned to the 9 AM - 5 PM shift tomorrow. Please confirm.',
    icon: '/path/to/icon.png'
});
shiftNotification.show();

Code Explanation: The Notification object is used to send real-time notifications to employees about their assigned shifts. It ensures that employees are notified instantly on their devices, helping them stay informed.

2.Workplace Strategy Planner

The Workplace Strategy Planner helps businesses decide when to open or close offices based on real-time data. It integrates COVID-19 guidelines and business priorities to assess risks and ensure safety.
Example:
By analyzing occupancy levels and employee health status, businesses can decide if it’s safe to reopen certain office locations.

// Example: Using Salesforce data to evaluate the reopening risk of an office
public class WorkplaceRiskEvaluator {
    public static void evaluateRisk(String locationId) {
        Workplace__c location = [SELECT Id, Occupancy__c, Health_Status__c FROM Workplace__c WHERE Id = :locationId];
        if(location.Occupancy__c > 50 && location.Health_Status__c != 'Safe') {
            // Mark location as high-risk and advise against reopening
            System.debug('Risk level high for location: ' + locationId);
        }
    }
}

Code Explanation: The evaluateRisk method analyzes the occupancy and health status of a workplace. If the occupancy exceeds 50% and the health status is not “Safe,” it marks the location as high-risk and advises against reopening.

3.Employee Contact Tracing

Employee Contact Tracing helps businesses track potential exposure to COVID-19 among employees. It enables companies to identify individuals who were in close contact with infected employees and take appropriate actions.
Example:
If an employee is confirmed positive, the system automatically identifies all employees they interacted with, ensuring efficient isolation and testing.

// Example: Contact tracing after an employee tests positive for COVID-19
public class ContactTracing {
    public static void traceContacts(String employeeId) {
        List<Employee__c> contacts = [SELECT Id FROM Employee__c WHERE Last_Contact__c = :employeeId];
        for(Employee__c contact : contacts) {
            // Alert the contact to undergo testing
            System.debug('Contact traced: ' + contact.Id);
        }
    }
}

Code Explanation: The traceContacts method identifies employees who had direct contact with a confirmed COVID-19 case. These contacts are then alerted to undergo testing, helping to prevent further spread.

4.Digital Trust Cards

The Digital Trust Cards offer customers confidence by displaying safety measures followed by the business. These cards include information about cleaning procedures, health checks, and other protocols.
Example:
Businesses can create Digital Trust Cards for each location and display them on their website.

// Example: Creating a Digital Trust Card for a business location
public class TrustCardCreator {
    public static void createTrustCard(String locationId) {
        Trust_Card__c trustCard = new Trust_Card__c(
            Location__c = locationId,
            Safety_Protocols__c = 'Temperature checks, mask mandates, social distancing',
            Trust_Level__c = 'High'
        );
        insert trustCard;
    }
}

Code Explanation: The createTrustCard method creates a Trust Card record for a specific location. It includes safety protocols and assigns a trust level based on the business’s adherence to health measures.

To Sum Up

Salesforce Work.com is a versatile tool designed to address the evolving demands of the modern workplace. With features focused on employee engagement, safety, and productivity, Work.com provides companies with the tools they need to navigate disruptions like the COVID-19 pandemic. If you’re interested in exploring how Work.com can benefit your organization, a trial org is available by contacting a Salesforce Account Executive. Work.com continues to evolve, offering solutions to meet the ever-changing landscape of workplace management.

As we move further into 2025, Work.com remains a vital platform for companies striving to adapt to the new normal, ensuring operational continuity, employee well-being, and a seamless, digital-first approach to workplace management.

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