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# Back to the Future: Reinventing Employee Service with Zendesk
- URL: https://internalnote.com/zendesk-for-employee-service/
- Published: 2026-10-29T14:54:12.000Z
- Updated: 2026-10-29T15:47:11.000Z
- Author: Thomas Verschoren
- Tags: Employee Service

In 2007, three founders in Copenhagen set out to make customer service software easier to use. Asking for help shouldn't require a manual, and helping someone shouldn't mean fighting the software that's supposed to make the work easier. Nearly twenty years later, Zendesk has grown from a ticketing system into an intelligent platform for conversations, knowledge, AI and automation. But that starting point still defines what the ease of use and customer focus that defines the platform today.

But what if the founders had focused on employees instead of customers? An employee whose laptop stops working needs to get back to their job. A new hire needs a laptop before they can start. The former is an interruption; the latter is a routine service the business needs to deliver every day. In both cases, the processes and tools built around approvals, equipment and access can get in the way of delivering the work.

So, what would have happened if Zendesk was an Employee Service platform? In true Back to the Future fashion, let's change that one decision in 2007 and see where it leads.

I suspect much of Zendesk would look familiar. We'd still need an accessible way to ask for help, a workspace for the teams doing the work, and connections to the systems behind each request. Knowledge, reporting and automation would still matter. The difference would be in the work those capabilities need to support.

A laptop request doesn't end with a useful answer. Someone needs to approve it, find a suitable device, prepare it and get it to the employee. When that employee leaves, the business needs to recover the device and revoke their access. The conversation is one part of a process that continues across people and applications.

That's the thread running through Zendesk's Employee Service capabilities. Employee Service AI Agents help people find information and initiate work. Advanced Action Flows connect that work to business systems. Service Catalog, Approvals, Tasks lists and IT Asset Management add the structure and context needed to deliver it. Together, they extend a familiar service platform beyond just answering the request to completing the work behind it.

# Zendesk for Employee Service

Employee Service is often described as customer service for employees. That's a useful starting point, particularly for knowledge questions about benefits, policies or equipment. Employees want a useful answer through a channel they already use, without unnecessary delays or extra steps before they can get on with their work.

But much of the work isn't a question at all. Most of the things an employee needs help with are actions that another team should take. IT manages their devices and access. HR manages their onboarding, leave and changes throughout an employee's time at the company. Facilities looks after the workplace. Finance, Procurement, Legal and Security have their own services, and delivering one of them often means collaborating with another team.

A new hire is the classic example to showcase these interactions. HR records the start date, but IT needs to prepare equipment and application access, while Facilities arranges building access. From the employee's perspective, the outcome is straightforward: they should be able to work on their first day.

The classic version of this is a collection of shared inboxes, spreadsheets and departmental portals. Employees can end up repeating information and chasing progress even when they know exactly which team handles the request. Service teams spend time moving requests between systems and checking whether someone else has completed their part.

A shared *system of action* can remove most of that manual coordination without requiring the business to replace its *systems of record* for HR, identity or procurement. This connected platform links those departmental services. It gives the business a way to define what employees can request, coordinate the work and see whether it was delivered. Departments can keep their own processes and specialist applications while sharing a service experience for their colleagues.

And that’s exactly what Zendesk for Employee Service offers. Let’s dive in.

## How the service fits together

The easiest way to understand this setup is to break it down into its component pieces first.

Knowledge helps an employee find an answer. Service Catalog defines what they can request and collects the information needed to deliver it. Your team works on that request in Agent Workspace, using tasks to track the work and approvals to record decisions. Those components are useful even when a person coordinates the process.

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/core-elements-1.png)

Action Flows can then connect those components to business rules and actions in other systems. They provide the workflow logic for the Employee Service processes covered here, whether your team handles the conversation with Agent Copilot or an AI Agent guides the employee through it. 

The Asset Catalog adds context about the equipment involved, so the process can reference a specific device and its assignment rather than just a description in a ticket.

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/AI-Agent-5.png)

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/AI-Agent-1.png)

And while there is still a place for portals and forms, most of us spent our day in conversational tools like Slack, Teams, Claude Code or ChatGPT. So moving Employee Service to this modern paradigm is a natural move. And that's where AI Agents come into focus.

Within Zendesk, Employee Service AI Agents delivered that service experience across the channels your employees work. This specialised AI Agent is purpose built to handle the unique requirements that Employee Service brings.

# Knowledge

From the get go, there's a practical difference between customer support and employee support: internal company knowledge rarely lives in one place. It grows around the tools each team uses. HR policies might be in SharePoint, technical documentation in Confluence, and project information in Google Drive or Notion. Employees have to know where to look before they can start looking.

Moving everything into a central knowledge base can help, but it creates work of its own. Teams need to migrate their content, maintain another copy or keep a synchronisation process running. If the original documents keep changing while the copied version doesn't, the new knowledge base quickly becomes another place to find an old answer.

Employee Service AI Agents use connected enterprise sources instead. Similar to Zendesk’s Knowledge Graph for its customer facing AI Agents, teams can maintain information in their existing tools, while the AI Agent retrieves relevant knowledge through a variety of indexed sources.

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/AI-Agent-6.png)

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/Knowledge-1.png)

The knowledge setup lives in the same Admin Center and Knowledge Center used for customer service. The Help Center provides a starting point, with connections to sources such as Slack, Google Drive, Notion, SharePoint, Confluence, Box and Microsoft Teams, alongside web crawling and other supported sources. That gives teams a familiar place to maintain the information the Employee Service AI Agent can use, while each connection's configuration and permission capabilities still matter.

The AI Agent can also use uploaded files and a tool to read the current user's Zendesk tickets. Those provide context beyond general company documentation: a file can supply reference material, while the ticket tool allows the AI Agent to answer questions related to an employee's **own** requests.

The result is that an employee can ask the AI Agent any question without knowing which application contains the answer. What the AI Agent replies with not only depends on the connected sources, but also on the requester. Permissions and access are at the core of this setup.

## Permissions and Access

Putting all company knowledge behind a single AI Agent only works if we can manage who can view what. A general leave policy and an individual employee record might both be relevant to handle HR requests, but they aren't intended for the same audience. An employee asking about an organisational change might have access to the company announcement but not the planning documents shared with leadership. Searching both and combining the results would expose information they weren't allowed to see. Two employees can therefore ask the same question and legitimately receive different answers.

Where Zendesk’s CX-focused AI Agent uses segments and search rules to filter results, Employee Service AI Agents use a different approach. They respect the resource-level permissions, those permissions that come from the knowledge source. Search results are thus filtered from the get go, rather than from an administrator rebuilding every source's access list in Zendesk.

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/Knowledge-2-1.png)

## Channels

Most employees spend their days in Slack or Teams to talk to colleagues, collaborate with their team and stay up to date with company announcements. This makes these channels natural entry points for Employee Service because employees already work there.

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/Slack-1.png)

In the Help Center, *Ask AI* opens an embedded conversation where the employee can talk to the AI Agent, similar to how Zendesk's new [Conversational Help Center](https://internalnote.com/introducing-lisbon/) works.

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/Knowledge-Conversation-1-2.png)

Slack and Teams provide another place to deliver the service. Their integration brings together AI answers in specific channels, together with additional capabilities like notifications, side conversations and approvals. 

And if so required, you can select specific Slack channels to index as a knowledge source too.

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/AI-Agent-4.png)

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/AI-Agent-7.png)

# Service Catalog

While conversations are often the go-to channel to get an answer, sometimes an employee might prefer an asynchronous channel to get help. Zendesk's Service Catalog gives organizations a place to present those services through the Employee Help Center, with descriptions and request information appropriate to each one.

Administrators can organize services into categories and configure the information employees need to provide, including required fields and attachments. In the example below, the employee selects the car they want and gives the reason for the request, such as damage to their current car. Submitting the catalog request creates a ticket associated with that service, so the team receives the request details rather than having to collect them from an incomplete email.

Service Catalog is useful across departments: IT hardware, software access, facilities requests and HR processes can each have an intake experience that fits the work. Employees can see what's available, while service teams receive more consistent information and can connect it to an established fulfillment process.

Once an employee submits a service request, it can be routed to the right team or start a configured Action Flow based on its type. The catalog form and the AI conversation are alternative ways to gather the information for the service; the employee can choose which flow they prefer.

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/Service-Catalog-1.png)

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/Service-Catalog-2.png)

# Tasks and approvals

Once a service request reaches Agent Workspace, your team needs to know what has to happen before it can be completed. Tasks and approvals provide that structure: Tasks keep track of the work; approvals capture decisions that someone needs to make before the process moves forward.

A new hire might need a laptop prepared, building access arranged and required training confirmed. Those activities belong to the same onboarding request, but completing one doesn't mean the others are finished. A task list keeps the remaining work visible alongside the request, instead of leaving the team to reconstruct it from comments or a separate checklist.

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/Tasks-1.png)

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/Tasks-2.png)

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/Tasks-3.png)

Approvals answer a different question. A manager may need to approve a laptop purchase, or an application owner may need to authorize access before IT provisions it. Recording that decision as an approval associated with the ticket keeps it separate from the tasks needed to carry out the approved work.

A team can coordinate those steps themselves. They can work manually through the tasks, request a decision and continue once the required approval is in place. Automation becomes useful when the same sequence repeats often enough that the platform should handle the coordination, but the tasks and decisions remain meaningful parts of the process either way.

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/Approval---AFF-1-1.png)

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/Approval---AFF-2.png)

Deepdive into approval and tasks 

I'm preparing a deep-dive into Tasks and Approvals for a future article. Add your email to the newsletter in order to receive this update right in your inbox! If there’s specific flows you want to know about, let me know by replying to this email!

[Get the emails ](#/portal/signup/free) 

# Actions and Procedures

Answering questions is often the first thing organizations automate. Connecting an AI Agent to company knowledge gives employees a useful way to find policies, understand their benefits or check how something works. But the impact grows once we can also handle requests that require action: resetting a password, ordering a laptop or creating an account. Explaining how to request a new laptop is one part of resolving a request. Arranging the arrival of that laptop resolves the conversation in its entirety.

Those types of requests need more than knowledge. They might require a connection to another tool. They need context about who is making the request, what they need and why. They need business logic to determine which actions are appropriate, and integrations to retrieve information or update records in other systems. Some steps may need approval before anything happens. Together, those requirements form the process behind the service.

There are two ways to guide someone through that process. A member of one of the HR, IT or Facility teams can handle the conversation directly, with [Agent Copilot](https://internalnote.com/tag/agent-copilot/) guiding them through the procedure and helping them carry out the required actions.  
Or, more and more, an AI Agent will handle the conversation its entirely and move the request through the process without a team member driving each step.

The underlying work is often the same. Both approaches may need to check an employee record, create an account or update a device assignment. Both may need a manager to approve a purchase, and both may need to wait for something to happen before continuing. An AI Agent handling a request end to end doesn't remove those requirements. It changes who coordinates the conversation, while the business rules still apply.

The platform offers several ways to put that process into practice. Some requests follow a basic process and mostly gather context before escalating. Others need several actions connected through conditions, approvals and integrations. Here, a procedures still defines what should happen; the tools and flows provide the actions needed to carry it out. We don't need an full Action Flow for every request.

For Employee Service AI Agents, by default Instructions define how the AI Agent should behave and the guardrails it should follow. In addition we can make Tools available to our AI Agent. Those tools can include things like Enterprise search (Knowledge), Open ticket (Escalation) and actions from the Action catalog, including Custom Actions and Action Flows.

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/AI-Agent-2-1.png)

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/AFF---Add-Tool-2.png)

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/AFF---Add-Tool-4-1.png)

For more complex processes, we need to add these Actions to our Toolset. These can be a Custom Action, an Action Flow or an Advanced Action Flow. When adding a flow from the Action catalog, we can also give the AI Agent instructions on how to leverage that action For example, when an employee requests a new car, we can point our AI Agent to an Action Flow that handles the replacement. But the instructions tell the AI Agent to ask whether the current car is damaged, request a photo of the damamge, and only then invoke the tool. That separates the information collected in the conversation from the work performed by the flow. 

Where Custom Actions are basic API calls, for which all the logic is handled in instructions, Action Flows are useful when the process needs an explicit sequence of steps and conditions to be ran. 

Regular Action Flows provide a visual builder, with prompt-based assistance through Admin Copilot. The new Advanced Action Flows offer another way to build the workflow logic, generating JavaScript and a visual representation from a description of the process. The choice between the two depends on the work and the available actions within each, although for Employee Service Advanced Action Flows are preferred.

# Advanced Action Flows

Advanced Action Flows provide the execution logic behind each request. In the car replacement flow used in the screenshots throughout this article, the flow finds an available car, creates a native approval request and, after approval, assigns the car asset to the employee. The conversation gathers the request details, while the flow carries out the defined steps. 

That Action Flow can support either of the experiences described above: a human team handling the conversation with Agent Copilot, or an AI Agent guiding the employee through the request. 

Advanced Action Flows start with a description of the process in natural language and generate executable JavaScript alongside a visual representation of the workflow. Instead of placing every step in a visual builder, you explain what should happen: retrieve the employee's details, check the request against the relevant conditions, obtain approval if required and then carry out the action.

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/AFF-1.png)

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/AFF-2.png)

That generated workflow remains something you can continuously inspect, test and refine. Conditions determine which path to follow, loops handle repeated work, and data transformations prepare information for the next system. Integrations connect those steps to the applications that hold employee, identity, device or procurement data.

For governance and auditing they also offer execution logs to make their results visible. When a request fails, you can understand which step ran, what it returned and where the process stopped. Version history provides a similar view on how the workflow itself changed. Together, these help administrators improve the process rather than repeatedly prompting and hoping for a different result.

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/AFF-3.png)

A closer look at Advanced Action Flows 

 I'll explore Advanced Action Flows in a dedicated deep-dive article. Here, the important part is their role in Employee Service: running the business logic behind a request, whether your team or an AI Agent handles the conversation.

[Get the email! ](#/portal/signup/free) 

## Human in the Middle

Advanced Action Flows integrate with Tasks and Approvals, incorporating those decisions into the automated process. In the car demo, the approver receives the native approval request in Slack and approves it there. The flow waits for that decision before assigning the available car asset to the employee. Your team retains responsibility for the approval; the workflow handles the coordination and the next action.

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/Approval-2.png)

Other processes might need to wait for an external event, such as confirmation that a device has been ordered or an account has been created. Keeping those waiting steps in the workflow allows the process to continue across systems and over time, rather than requiring someone to remember where it stopped and manually pick it up again.

The process doesn't always need to begin with a conversation either. A new-hire record in an HR system can initiate onboarding work before the employee asks for equipment. The same integrations, business rules and approvals still apply; the event simply provides a different starting point.

# IT Asset management

The car example also makes the role of the Asset Catalog tangible. An inventory contains cars that are assigned, damaged or in repair. A request can therefore refer to a particular asset and its status, while an available-car lookup gives the flow context for the replacement assignment.

Zendesk IT Asset Management gives employee service teams a way to use asset information alongside service requests. Admins define asset types and fields, then create or import records. Agents can view asset details in the Agent Workspace and use them when handling requests.

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/Assets-1.png)

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/Assets-2.png)

When a request comes in about a laptop, desktop or phone, agents can open the asset panel in the ticket to see what’s available and what’s assigned to the requester. They can assign an available device and, when the right connection and permissions are in place, start a device action without leaving the Agent Workspace.

You can decide to create your own assets, but you’ll probably want to import your data from the platforms where your data already lives. Zendesk supports importing/syncing data from Jamf Pro or Microsoft Intune into Zendesk Assets.This way your data and assets are available within the platform, inspectable by your teams right from Agent Workspace.

![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/2026/10/Assets-3.png)

Asset records can also provide inputs and events for workflows. Action Flows can react to changes to an asset, it can retrieve asset information, or update them within a flow. With Jamf Pro or Intune connected to Action Builder, an agent can lock, restart, unassign or erase a device. The connected device management system performs the action and Zendesk keeps the asset context and request status up to date for the agent.

# Security and Governance

IT is often a natural starting point for Employee Service because it already has service desk processes, asset inventories and access requirements. But the same intake, knowledge, approvals and coordination are useful elsewhere in the business.

An employee returning from parental leave may need HR records updated, application access restored, equipment prepared and workplace arrangements confirmed. HR can own its part of the process without asking the employee to coordinate IT and facilities themselves. Similarly, a software purchase can need finance approval, a security review and IT provisioning, while a contract request can involve legal and procurement.

Facilities has its own version of those dependencies. A meeting-room display might initially arrive as a facilities request but need IT involvement. An office relocation can involve equipment, building access and HR records. These teams don't need identical workflows, but they benefit from a consistent way to receive requests, coordinate the work and communicate what happened.

Zendesk can become the *system of action* across these departments, and connect those services without becoming the actual *system of record* for the actual data involved. Employee information can remain in Workday, identity in Microsoft Entra ID or Okta, and knowledge in Confluence or SharePoint. APIs, integrations and workflows connect the service request to those systems, with the available actions determined by the integration and its authorization.

Connecting these departments also doesn't mean giving every team access to every request. HR cases can contain personal information, legal requests can include confidential documents, and security incidents may need a smaller audience. Zendesk provides several controls to manage ticket access and visibility by managing who can sign in, which account permissions they have and which tickets they can access.

## Groups and Department Spaces

Groups organize the team members who deliver services, such as IT support or HR operations. A group isn't automatically a privacy boundary though: ticket visibility also depends on an agents' roles and access settings. [Private groups](https://support.zendesk.com/hc/en-us/articles/4767122732058-About-private-ticket-groups?ref=internalnote.com) add even more restrictions for sensitive tickets if so desired.

[Department Spaces](https://support.zendesk.com/hc/en-us/articles/7584022494874-Restricting-agent-ticket-access-by-brand-department-spaces?ref=internalnote.com), or brands, define another ticket-access boundary. A business can represent HR, IT and Facilities as separate brands and give team members membership to only those departments they belong too. Their roles and groups can further restrict access within those departments.   
Personally, I still prefer a single Employee Service department/brand with appropriately configured groups, but the platform allows either approach.

[The Evolution of Ticket Access Control in Zendesk: From Brands to Department SpacesZendesk introduces Department Spaces, shifting ticket access from groups to brands. This simplifies multi-brand and internal service setups, improves privacy, and streamlines routing with queues—strengthening Zendesk as a platform for both customer and employee support.![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/icon/internalnote_color@2x-bb372f20-c163-4c9e-81ee-a0f30ead3d1e.png)Internal NoteThomas Verschoren![](https://storage.ghost.io/c/ca/c0/cac0c82b-bc4d-4404-9eb4-9cc75e8d045e/content/images/thumbnail/Banner---2025-06-10-Department-Spaces-2-c087cd99-c736-4b7e-90db-318cf7cd522f.png)](https://internalnote.com/department-spaces/)

# A platform for employee service

While breaking down the platform capabilities is useful to know what Zendesk can do, the value of these Employee Service capabilities only becomes clearer when we look at the service they deliver together. A new hire needs equipment, application access and the information to get started. That work crosses HR, IT and Facilities, but from the employee's perspective it's one experience: being ready for their first day. Zendesk provides the platform to coordinate that outcome across the teams and systems involved.

The conversation or webform submission is an entry point into that process. Knowledge can answer a question, a structured request can collect the details, and your team can carry out the work in Agent Workspace. Where the process is repeatable, automation can connect those steps to the systems that hold employee, identity or equipment records and execute the work. Where a decision or investigation needs a person, automations can take those into account and make them an integral part of the process.

This is what makes Zendesk's platform approach so powerful. The business can **connect** all information, decisions and actions around an employee's request without replacing every application behind it. HR can keep its system of record, IT can keep its device and identity tools, and procurement can continue managing orders in its own environment. Zendesk acts as an intelligent system of action across them, with the integrations, permissions and business rules configured for the service.

For the employee, that should mean less time repeating information, checking progress or coordinating the handoffs themselves. For your team, it means keeping the request and its context connected as the work moves between people and systems. An AI Agent, a task list or a workflow all become useful because of the part they play in delivering that service, so you can leverage automation not for the sake of automation, but to get to a better outcome.

Focusing on the outcome also changes how we should judge the work. A quick answer and a closed ticket don't necessarily mean the employee has what they need. An application-access request is complete when the employee can use the application, not just when someone approves it. For onboarding, the test is whether the required equipment and access are ready when the employee starts. Those outcomes should guide both the process we build and the way we measure it.

# Back to our future

Looking back at the capabilities we've explored, there's a lot here to make modern Employee Service possible in 2027\. AI Agents can help employees find answers and take action, automation can coordinate the work across systems, and people remain part of the process wherever judgment, approval or practical work is needed. It's an AI-powered service experience that creates room for the people behind that service.

All of this is built on the exact same platform we use for customer service. What changes is the end-user: employees need different knowledge, different services and coordination between different teams. That puts more emphasis on decisions, permissions and internal business processes, but it doesn't require a separate foundation.

We started with Customer Service in 2007 and arrived at Employee Service twenty years later. Looking at what each requires, I think we would have reached the same destination had we started with employees instead. The emphasis would have been different along the way, but the resulting platform connecting knowledge, actions and people? Yeah, that would have been just as powerful and flexible.

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