Salesforce and Tanium Partner To Build An Employee Service Solution For IT

The simple days of heading over to the IT helpdesk to resolve tech issues in person are becoming a thing of the past. Automation and self-service options like chatbots and knowledge articles have been on the rise for some time, and now a full ​51% of employees​ have shifted to work-from-home since the pandemic began. This puts IT departments under incredible strain, with more complex workloads and an increasing volume of service requests – BYOD (Bring Your Own Device) issues, critical software patches – flooding in as employees adjust to working remotely. And with this remote workforce, IT now has the opportunity to not only further automate routine tasks, but also deliver an employee experience that keeps employees engaged, connected and productive. To do this, IT needs visibility into employee assets and incidents to ensure all devices on the network on it are stable and secure.

Today Salesforce is announcing a partnership with ​Tanium​, the leader in endpoint management and security, to develop an employee service solution for the new all-digital, work from anywhere world, giving IT teams complete visibility and control of all their employees’ devices and services on their network. This Salesforce solution will include: a help desk that gives employees a one-stop shop to self-serve, submit, track and resolve service requests or incidents; a service dashboard for IT managers to view all their assets, configurations and employee incidents in one central location; the ability for IT to build workflows using the Salesforce platform to further automate common tasks; AI recommendations, powered by Einstein, that will prioritize incidents and recommend actions for IT managers to take; and secure endpoint management capabilities for IT to monitor, collect data, and take action on endpoints in near real-time, from directly within their dashboard.

Giving IT the right tools to empower everyone across the organization

The employee service solution will:

  • Help employees access support from anywhere​ across devices and channels, including AI-powered bots and mobile self-service sites.
  • Maximize IT productivity ​with integrated help desk, asset management and customworkflows that help IT automate and securely resolve incidents fast.
  • Accelerate incident resolution​ by empowering IT with a complete view of every employee coupled with AI-powered productivity tools to drive proactive resolution.

You can find out more via this blog post.

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