Overview

Using the Integration capabilities on Hire2Retire you can create various entities including case, incident and change request on Salesforce Service Cloud for various employee lifecycle changes.

Figure 1. Salesforce Service Cloud on Hire2Retire

Configuring Entities to be created on Salesforce Service Cloud

Create Entities

You can create one or more Entities of any type on each employee lifecycle event. The summary table will show you all the entities configured to be created along with the lifecycle operation for which they will be created.

Figure 2. Creating multiple entities for Salesforce Service Cloud on Hire2Retire

Conditional Service Desk

You can give specific condition(s) based on attribute(s) and group(s) membership to process integration. The entities(s) will be processed if the user has been added or removed from the specified group(s) or if certain attribute(s) matches the given condition(s).

For example, if the employee is onboarded in Product department, then the integration ticket can be made for onboarding process.

Figure 3. Conditional ITSM on Hire2Retire

Choose Operation(s)

You can create Entities in Salesforce Service Cloud on the following Employee Lifecycle operations:

1. New Hire/Rehire Onboard
2. New Hire/Rehire Preboard
3. Update
4. Terminate
5. Schedule Termination
6. Termination: Account Deletion
7. All type of Leave ( Long Term, FMLA, Security Discipline, Legal )

Figure 4. Configure employee lifecycle operations for Salesforce Service Cloud

Entity Attributes

Entity Summary

Entity Summary serves as the primary headline or title of the Entity, providing a snapshot of its content or issue. You can provide a summary for each entity you are configuring, the summary will be visible along with the entity type and operations on the summary table. The Entity Summary will not populate on Salesforce Service Cloud.

Select Entity

You can select the Entity to create among the following:

1. Case
2. Incident
3. Change Request

Figure 5. Entities for Salesforce Service Cloud

Owner

Salesforce Service Cloud requires a 'Owner' for all the above entities. You can assign owner using:

Owner Name You can select any of the owner currently present on the Salesforce Service Cloud.

Figure 6. Configuring the attribute Owner Name for Salesforce Service Cloud on Hire2Retire

Owner Email You can provide the owner's username either by entering its value directly or by mapping the username.

Figure 7. Configuring the attribute Owner Email on Hire2Retire

Select attributes

You can select the attributes of the entity(s) that you want to populate. You can map values from the AD to populate these attributes. You can also use Hire2Retire's powerful data transformation capabilities using Excel Style functions. Apart from the default attributes visible on Hire2Retire, if you add any other custom attribute(s) on the Salesforce Service Cloud portal, it will be visible on the Hire2Retire and you can populate it accordingly.

Example

Given below is an example to create entity(s) on Salesforce Service Cloud using Hire2Retire. In this example, whenever a new employee is onboarded a case is created on Salesforce Service Cloud to provision them with the necessary hardware essential to perform their job, hence the New Hire/Rehire Onboard operation is selected.

You can provide the entity summary and select the available attributes. You can also add any additional attributes apart from the default attributes using '+' sign. Refer to the example workflow images available below.

Figure 8. Configuring Case Entity on Hire2Retire