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Analytics
With this complete set of collected information, agencies can quickly analyze key performance areas of their readiness, share the analysis and act upon the analyzed data. Data representation and visualizations that highlight the department’s successes and gaps in meeting the surge in demand for unemployment services will help you differentiate between actions that are effective, and those that aren't.
Tableau puts your data to work by providing analytics for everyone in your organization. Blend Salesforce data with other sources of unemployment data for a deeper understanding and increased visibility into your programs and caseloads. Get clear visualizations that turn the most complex data into easily digestible snapshots. With Tableau, you can provide your entire agency and your clients with secure, up-to-date, customized views of data—even through browsers and mobile devices.
Overview
Today’s modern cloud-based systems easily afford labor agencies the scalability to meet the demands for unemployment assistance year round, providing a flexible approach that allows the solution to scale when demand increases. Salesforce proposes a number of capabilities that our government partners should consider:
- Adaptive mobile ready websites with searchable knowledge bases and FAQs
- Scalable claims intake that allows easily managed online forms processing
- Case deflection that leverages advanced AI and digital engagement
- Digital outreach and communications management
- Analytics that provide comprehensive operational intelligence for agency and elected officials
- Interoperability with existing systems and process
Portals
With Salesforce Experience Cloud, unemployed workers can access an integrated portal environment where they can search for answers to questions about subjects like how to apply for benefits, document requirements and eligibility rules.
The portal can be quickly deployed and easily branded to match your organization’s look and feel, creating a highly tailored self-service experience that includes searchable Knowledge, FAQs, claimant-to-agency collaboration and feedback forums. Mobile-ready technology gives end users quick and easy access to real-time updates on the most recent activity and allows them to access records of all case-related interactions.
Employers can also use a similar portal to submit quarterly wage reports, file claim appeals, and pay unemployment taxes.
Chatbots
Einstein Chatbots can be deployed on portals as a call deflection measure and handle some of most frequent claimant interactions, and triage the more complex ones. Bots can seamlessly enhance your existing agency website or a Salesforce portal to help reduce the time clients spend waiting on the phone or for a response to an email.
After a bot runs through a series of questions, it can direct users to apply for unemployment assistance or direct them elsewhere. While chatbots can’t replace humans, they can complement the support-chat experience by offering your clients an always available, friendly and responsive channel to get what they need — fast.
Intake
Currently, the biggest problem state Unemployment Insurance (UI) systems are facing is intake overload. This is a challenge Salesforce has helped customers overcome for years. You can quickly set up an unemployment interview process that asks the worker a series of questions to identify his or her unique situation and identify the best pathway forward for that individual. Powered by Salesforce Industries, the claims engine creates a complete and data-cleansed UI application record that can be fed to existing downstream UI systems at a pace those legacy systems can only process asynchronously.
Applicants can also enter their bank account information for payment, and using API Led Integration provided by the Mulesoft Anypoint platform, the state can quickly verify the bank information provided, to cut down on fraud and ensure they receive payments in a timely manner.
Record Detail
Applicants can upload required documentation, benefits start and end date and payments information. They can also communicate with the agency directly within the portal.
Call Center
Not all claimants can or want to self-serve or utilize the portal to communicate with the agency - which is why enabling call centers within Salesforce is so important. In the Service Cloud console, computer telephony systems can be integrated to receive contact center calls and case requests. Salesforce is web-based so agents can complete their work remotely and upon accepting calls can see a 360 degree view of the caller and their application.
Additionally, Service Cloud Voice (SCV) from Salesforce can transcribe the conversation in real time. With SCV, Einstein provides real time suggestions to service agents like walking a recipient through Weekly Certification form over the phone. The call recordings can be saved for future playback, or for training purposes.
Claimant 360
Salesforce provides the necessary capabilities to create an intelligent unemployment system providing Service agents and claim adjudicators have all the tools they need to manage their work head on such as:
Verify recipient identity and Department of Corrections status with other state systems using Mulesoft.
- Send SMS reminders.
- Review the documentation supplied.
- Approve payments directly from the console.
- Review associated analytics
Communications Management
Timely, transparent, and trusted communication from government to the public is critical in meeting the needs of residents facing unemployment. Effective communications and media engagement strategies will be required to ensure that key messages are conveyed to the public, whether it relates to the availability of unemployment resources or changes to the rules for who is eligible for benefits. Proactively and consistently driving awareness via multiple digital communication channels is a key part of the immediate action that agencies can take to inform the public.
With Salesforce Marketing Cloud, put claimants on automated journeys with reminders about weekly certification to ensure all important steps are followed for unemployment benefits.
Analytics
With this complete set of collected information, agencies can quickly analyze key performance areas of their readiness, share the analysis and act upon the analyzed data. Data representation and visualizations that highlight the department’s successes and gaps in meeting the surge in demand for unemployment services will help you differentiate between actions that are effective, and those that aren't.
Tableau puts your data to work by providing analytics for everyone in your organization. Blend Salesforce data with other sources of unemployment data for a deeper understanding and increased visibility into your programs and caseloads. Get clear visualizations that turn the most complex data into easily digestible snapshots. With Tableau, you can provide your entire agency and your clients with secure, up-to-date, customized views of data—even through browsers and mobile devices.
Overview
Today’s modern cloud-based systems easily afford labor agencies the scalability to meet the demands for unemployment assistance year round, providing a flexible approach that allows the solution to scale when demand increases. Salesforce proposes a number of capabilities that our government partners should consider:
- Adaptive mobile ready websites with searchable knowledge bases and FAQs
- Scalable claims intake that allows easily managed online forms processing
- Case deflection that leverages advanced AI and digital engagement
- Digital outreach and communications management
- Analytics that provide comprehensive operational intelligence for agency and elected officials
- Interoperability with existing systems and process
Portals
With Salesforce Experience Cloud, unemployed workers can access an integrated portal environment where they can search for answers to questions about subjects like how to apply for benefits, document requirements and eligibility rules.
The portal can be quickly deployed and easily branded to match your organization’s look and feel, creating a highly tailored self-service experience that includes searchable Knowledge, FAQs, claimant-to-agency collaboration and feedback forums. Mobile-ready technology gives end users quick and easy access to real-time updates on the most recent activity and allows them to access records of all case-related interactions.
Employers can also use a similar portal to submit quarterly wage reports, file claim appeals, and pay unemployment taxes.
Chatbots
Einstein Chatbots can be deployed on portals as a call deflection measure and handle some of most frequent claimant interactions, and triage the more complex ones. Bots can seamlessly enhance your existing agency website or a Salesforce portal to help reduce the time clients spend waiting on the phone or for a response to an email.
After a bot runs through a series of questions, it can direct users to apply for unemployment assistance or direct them elsewhere. While chatbots can’t replace humans, they can complement the support-chat experience by offering your clients an always available, friendly and responsive channel to get what they need — fast.
Intake
Currently, the biggest problem state Unemployment Insurance (UI) systems are facing is intake overload. This is a challenge Salesforce has helped customers overcome for years. You can quickly set up an unemployment interview process that asks the worker a series of questions to identify his or her unique situation and identify the best pathway forward for that individual. Powered by Salesforce Industries, the claims engine creates a complete and data-cleansed UI application record that can be fed to existing downstream UI systems at a pace those legacy systems can only process asynchronously.
Applicants can also enter their bank account information for payment, and using API Led Integration provided by the Mulesoft Anypoint platform, the state can quickly verify the bank information provided, to cut down on fraud and ensure they receive payments in a timely manner.
Record Detail
Applicants can upload required documentation, benefits start and end date and payments information. They can also communicate with the agency directly within the portal.
Call Center
Not all claimants can or want to self-serve or utilize the portal to communicate with the agency - which is why enabling call centers within Salesforce is so important. In the Service Cloud console, computer telephony systems can be integrated to receive contact center calls and case requests. Salesforce is web-based so agents can complete their work remotely and upon accepting calls can see a 360 degree view of the caller and their application.
Additionally, Service Cloud Voice (SCV) from Salesforce can transcribe the conversation in real time. With SCV, Einstein provides real time suggestions to service agents like walking a recipient through Weekly Certification form over the phone. The call recordings can be saved for future playback, or for training purposes.
Claimant 360
Salesforce provides the necessary capabilities to create an intelligent unemployment system providing Service agents and claim adjudicators have all the tools they need to manage their work head on such as:
Verify recipient identity and Department of Corrections status with other state systems using Mulesoft.
- Send SMS reminders.
- Review the documentation supplied.
- Approve payments directly from the console.
- Review associated analytics
Communications Management
Timely, transparent, and trusted communication from government to the public is critical in meeting the needs of residents facing unemployment. Effective communications and media engagement strategies will be required to ensure that key messages are conveyed to the public, whether it relates to the availability of unemployment resources or changes to the rules for who is eligible for benefits. Proactively and consistently driving awareness via multiple digital communication channels is a key part of the immediate action that agencies can take to inform the public.
With Salesforce Marketing Cloud, put claimants on automated journeys with reminders about weekly certification to ensure all important steps are followed for unemployment benefits.
Analytics
With this complete set of collected information, agencies can quickly analyze key performance areas of their readiness, share the analysis and act upon the analyzed data. Data representation and visualizations that highlight the department’s successes and gaps in meeting the surge in demand for unemployment services will help you differentiate between actions that are effective, and those that aren't.
Tableau puts your data to work by providing analytics for everyone in your organization. Blend Salesforce data with other sources of unemployment data for a deeper understanding and increased visibility into your programs and caseloads. Get clear visualizations that turn the most complex data into easily digestible snapshots. With Tableau, you can provide your entire agency and your clients with secure, up-to-date, customized views of data—even through browsers and mobile devices.
