Work.com is a whole new Salesforce offering – comprising of applications, resources and content – that have all been created and bought together with tremendous speed and agility by the Salesforce product development teams. Work.com will be available to purchase on June 1st 2020.
Salesforce have been advocating for a safe return to the workplace, plus developing emergency response products that empower certain industries managing crisis, such as the Public Sector and nonprofits. Any organization with a workplace or sending employees out into the field should read up about Work.com.
You may remember Work.com? If you’ve been in the Salesforce ecosystem for a long time, you may remember Work.com as the ‘social performance management platform’, aimed at HR managers to drive motivation and performance (eg. see team member goals, give feedback on Chatter, share recognition from Salesforce records). Work.com was launched in 2012, then was later retired in 2015 (replaced by Thanks and Badges in Lightning Experience). Salesforce still owned that powerful website domain name – then, the opportunity to put it to use presented itself.
The scope of the new Work.com for 2020 is very impressive, considering it is a product that was never in the development pipeline until the COVID disruption took hold. Here’s a guide on what we know about Work.com so far, including the Workplace Command Center apps, Salesforce Care products, and how partners and app builders will be able to develop and customize Work.com.
What is Work.com?
There are six applications that come under the Work.com/COVID response ‘umbrella’*:
- Contact Tracing App
- Shift Scheduling App
- Emergency Response Management (ERM) App
- Volunteer and Grants Management
- Employee Wellness Assessment
- Workforce Reskilling – Mobile App myTrailhead
*the apps will be bundled or sold as add-ons. Provisional details follow later in the post.
Work.com comes with a new data model to support the Work.com platform applications, plus leveraging functionality from other products in the Customer 360 platform – such as Tableau, Communities and Salesforce Surveys.
After an overview of each application, we’ll take a look at where they all unite: the Workplace Command Center.
Contact Tracing App
Contact tracing involves identifying individuals that are symptomatic and tracing other individuals they have been in contact with, in order to, ultimately, self-isolate and slow the spread of infection. You may have heard initiatives at the national level in countries such as Singapore.
‘It’s a lot like CRM’, said Rob Seaman, SVP of Product for Healthcare and Lifesciences, ‘you’re trying to identify and understand relationships’.
The Contact Tracing App identifies:
- Individuals: health assessments, guided interview templates,
- Risks to communities: person-to-person relationship mapping
- Geographic hotspots: regional areas or specific sites.
An organization using the Contact Tracing app will take actions such as roll out testing or informing exposed and making recommendations.
The app has a similar look and feel to Health Cloud and Marketing Cloud’s Audience Builder. It visually maps patient relationships (both household and interpersonal). Patient cards can include insurance details and conditions, too:
Shift Scheduling App
The Shift Scheduling App will keep workplace density to a minimum by coordinate shift patterns – in other words, being smart about the matching skills required at the workplace to who actually needs to be present. You may have guessed already that this app will be based on existing Field Service Lightning features; plus, the FSL product team have more exciting use cases up their sleeve that I am sure we will hear about soon.
Emergency Response Management (ERM) App
Emergency Response Management (ERM) is an app to allocate health, public and private sector resources (program management and incident resolution) aimed towards the public sector and health industries*.
ERM will include the following features:
- Service Cloud/Health Cloud*
- Emergency Program Management
- Lightning Scheduler
- Salesforce Maps
*Note that these are separate offerings by industry, pricing is publicly available here. You will only need to purchase the products you don’t currently have if you don’t have all of the above.
ERM looks like it will be best used with Einstein Analytics dashboards for data visualisation.
Volunteer and Grants Management
Volunteer Management and Grants Management are Salesforce.org products. Salesforce are marketing them as a complementary offering alongside ERM. These can be summarised as:
- Volunteer coordination: Digital sign ups, scheduling, and reminders to get the right volunteer, to the right activity, at the right time.
- Grant making processes: tracking initial application to the final award.
- Tracking philanthropic efforts (Einstein Analytics)
Employee Wellness Assessment
Monitor wellness of employees using Salesforce surveys through a mobile app, to ensure the cohort is healthy both physically and mentally.
Workforce Reskilling – Mobile App myTrailhead
There will be new regulations for employees to follow within the workplace environment and working out in the field – or new ways your teams should be interacting with customers.
myTrailhead to reskill employees for any of these use cases, plus keep track of whether training has been completed.
Workplace Command Center
Let’s look at where they all unite: the Workplace Command Center. Simply, it’s an integrated view of all the other applications. Aimed most at HR management and facilities, it helps answer the question ‘when to bring people safely back into the workplace?’
The Workplace Command Center is made up of components from the various apps. Some examples of components* that could be added include:
- Wellness Status by Location (each office location),
- Shift Status: activated capacity, employees available, shifts assigned,
- Trailhead Status for compliance training.
- Operations feed: hygiene alerts, employee wellness alerts,
- Global COVID tracker (powered by Tableau).
*some will be included in the Workplace Command Center license, others will be add-ons. Refer to the Salesforce product pages for the pricing when Work.com is released.
Tableau Data Visualizations
With large amounts of primary data (your organization’s data) and secondary data (public data), Tableau has seized the opportunity to aid organizations attempting to combine both types of data. Here are some visualizations they have to offer:
- Coronavirus (COVID-19) Global Data Tracker
- Coronavirus (COVID-19) Economy Data Track
- Coronavirus (COVID-19) Government Data Track
- Coronavirus (COVID-19) Healthcare Data Track
See also Salesforce Care to hear about how Tableau are generously assisting organizations with free, time-limited licenses.
AppExchange Apps from ISV Partners
Don’t forget to browse apps from partners on the AppExchange – find some listed here, including free ones!
Developing and Customizing Work.com
What about the partners and app builders? What potential will they have to extend and customize Work.com?
Work.com pulls in various frameworks and functionality from different corners of the Salesforce product suite. On top of that, new employee, crisis and crisis assessment objects will be added to the data model to support the additional data that needs to be stored, processed and related to other objects.
The way that the Workplace Command Center has been designed means partners and app builders will be built apps etc. that ‘plug in’ to the Workplace Command Center.
UI Eventing allows the independent components to function together, laying the foundation for additions you want to make, such as contextualisation (filtering the components by location, for example).
The Work.com architecture is built on platform, so you can use your usual development tools like SalesforceDX.
What I’m looking forward to, personally, is seeing what success stories come out from Salesforce partners being challenged to implement and extend Work.com applications for some of the most key brands and organizations in the world.
Should I Buy Work.com?
There’s no doubt that Salesforce will be heavily promoting Work.com when it is released on June 1st 2020.
Most customers will hear from their Account Managers/Customer Success Managers to discuss whether any of the Work.com apps will be suitable for their response operations or workplace assessments as people return to work.
With lots on offer, it’s a decision only you can make for your organization. Clearly, there are some organizations that will see immediate need and value for Work.com:
- Industries that are coordinating crisis response (Public Sector, nonprofit, healthcare)
- Industries where physical presence in the workplace is unavoidable (eg. healthcare, essential retail like supermarkets, postal service, transport),
- Large workspaces that want to bring their employees back into the office (maybe not immediately, but want to accelerate the return to work process).
Yes, there’s more! Although the remaining sections aren’t strictly part of Work.com, I wanted to put together a comprehensive guide of Salesforce’s COVID responses – both in product and in content terms.
“Get the tools to keep your customers and employees connected and safe — free for 90 days.”
Salesforce are opening up free access in the following three categories:
- Employee and Customer Support
- Salesforce Care for Industries: Care Response Solution (Healthcare & Life Science) and Salesforce Care for Manufacturing, which focuses on forecasting.
- Small Business: Salesforce Essentials and Tableau are encouraging small business to try their powerful BI tool.
Quick Start Commerce Solutions
Physical retail and other goods suppliers have had to pivot due to contact restrictions.
Four Commerce Solutions have been bought on to the market that are “designed to arm B2C and B2B businesses with the ability to start selling online fast, go direct to consumer (D2C) and scale during unexpected surges in demand” (source):
- Quick Start Commerce for D2C Consumer and Essential Goods
- Quick Start Commerce for Grocery and Food Service
- Quick Start Commerce for B2B
- Quick Start Commerce for Buy Online and Curbside Pickup
B-Well Together: Health and Wellbeing Videos
Stuck for something to do this evening? Take a look at the B-Well Together series curated to help ‘align the mind and body’, featuring some of my favourite wellbeing experts, including Arianna Huffington and Esther Perel.