Using Salesforce Help Agent within your Sage People org

Note Salesforce updates are subject to change beyond our control. Sage People attempts to maintain our content in alignment: for the most up to date information, refer to Salesforce documentation.

Learn more about the Salesforce Help agent in your Sage org.

What's happening?

Salesforce introduced a new AI-powered Help Agent that allows users to ask questions about Salesforce platform functionality. This happens directly within Salesforce and is available to HR teams and admins.

This can be useful when you're looking for guidance on Salesforce administration, configuration, automation, reporting, security, and other platform-specific topics.

Important This agent only knows Salesforce functionality. It doesn't understand Sage People processes, HR policies, Sage People features, or customer-specific configurations. For any Sage People related questions, we recommend continuing to use the Sage People help center and support team. This feature also won't allow you to order additional licenses. You can do this via our license hub.

Is this related to Sage People with AI?

No. The Salesforce Help Agent is separate from Sage People with AI.

While both solutions use Salesforce's Agentforce technology, we designed Sage People with AI specifically for HR and People processes. We configured our agents to understand Sage People functionality and provide support aligned to HR workflows and use cases.

The Salesforce Help Agent assists with Salesforce platform functionality only.

Will this affect you?

The Salesforce Help Agent is only available within the Salesforce HR Portal. Users without access to the HR Portal won't see the agent.

Users who do have access can choose to use the functionality. They need to know that responses are only for Salesforce platform guidance and won't cover Sage People specific functionality. You'll also be unable to raise a case with Sage People support through this agent.

Do I raise cases with Salesforce if the agent doesn't answer?

No. Your support model remains unchanged.

If you need assistance with Sage People, continue to raise cases with the Sage People Support team as you do today. Our team will continue to investigate and resolve product, configuration, and process-related queries.

Can I turn this off?

You can't specifically turn off the agent, but you can remove access to it.

  1. Go to Setup.

  2. Search for the Help Menu.

  3. Enter Help into the customer section title.

  4. Scroll down to custom resource links.

  5. Enter a label as Sage People Help.

  6. Enter the URL as https://www.help-people.sage.com.

  7. Click Save.

  8. At the top of the page, toggle on Customize the help menu.

  9. You'll now see the old help menu with a link to our Sage People Help Center.

Is there any charge for using this?

No, there's no charge for using this and won't consume any Agentforce credits.

For more information, see the Salesforce help article Get started with the Salesforce Help Agent.