The Slack Chat platform has become a popular tool for businesses throughout the world. In terms of CRM platforms, it is the world’s number one.
The Salesforce and Slack-first Customer 360 platform is designed to provide companies with a single source of truth for their business, and a platform that connects employees, customers, and partners within their existing workflows.
In order to become Slack-first, we’re rebuilding our entire technology once again. Currently, we’re seeing tighter, use case-specific integrations surpass the original connector.
The Slack-First Customer 360 ties together all of Slack’s Salesforce connections:
- Slack App for Salesforce;
- The Slack-First Sales platform is pre-built to be used with the Sales Cloud (Digital Deal Rooms, Daily Briefings);
- Designed with Slack-First Service (Swarming, Expert Finder);
- Marketing Cloud pre-built for Slack (Datorama Insights, Workflow Notifications);
- With Slack-First Analytics (Notifications, Watchlist Digests) for Tableau.
Slack integration with Salesforce
The Salesforce App for Slack 2.0 is a connector that allows Slack clients to access Salesforce data directly in Slack. Sales Cloud has been upgraded ‘in the engine’, and Service Cloud is similar to it as well.
A free version of this app can be downloaded from the Slack App Directory and requires a free “Companion app” from the Salesforce AppExchange (managed package).
Here are some things you can expect:
➣ Slack alerts about Salesforce record changes can be used to get notified instantly.
➣ Make sure your team is always updated on Account, Opportunity, or other objects via a dedicated Slack channel.
➣ You’ll receive in-app notifications or emails from Salesforce when records are assigned to you from Slack.
Make sure you have a Salesforce org connected to the Slack App, whether it is a production or sandbox instance. Let’s explore what Salesforce App for Slack can do, and how to use it.
- Slack search for Salesforce
The Salesforce search option follows the same simple syntax: /salesforce [search term]. Slack channels and direct messages can now search for any searchable standard or custom object records without leaving the channel.
Users and Salesforce administrators can both use the search functionality. Depending on your role, conversations can lead to Salesforce records that need to be opened to take action or troubleshoot. As a default, Slack searches the following six main standard objects:
The managed package just installed allows you to configure Custom Objects from Salesforce via Slack settings
All search results will be categorized by Object while searching for any type of term. You will also be redirected to the org’s home page if no match is found for your search term. The best part is that this feature is available on the go as well! With Slack’s mobile app, you can access key information without connecting to your laptop using the same command.
As you search for a specific record (a Contact in this example), if multiple records match your search term, each will display with the option to View Record underneath.
There will be key fields displayed for each record (which can be customized for Custom Objects). Additionally, you can click on the hyperlinked Record Name (John Test in this case) to be directed directly to the Salesforce record in a new browser tab if these key fields are not enough.
A list of key fields will be displayed for each record (which can be customized for Custom Objects). There is also the option to click the hyperlinked Record Name (John Test in this case) to be redirected straight to the Salesforce record in a new browser tab.
In Salesforce, you can find something no matter where you are in the organization. As an example, a support representative will search for an Opportunity Number, while a sales representative will search for an Opportunity Name (and update the next step right away).
- Send a Salesforce Record to Slack
The search order is most certainly valuable if you’re looking for a record simply to take a look at information or to deal with it in Salesforce, yet imagine a scenario where you’d like a partner to investigate well.
On top of the looking-through ability, records can effortlessly partake in confidential discussions or channels for smoothed-out cooperation.
It is possible to double-check the high-level information of the record once you decide on which record you’d like to share (and select it from the list). After this has been completed, click on Share to proceed with choosing the recipient. A second click will send the message to either the channel or the private conversation.
- Join Slack Messages to Salesforce Records
Messages can also be connected to Salesforce records directly from Slack. If you wish to make a quick note about a specific record, but don’t wish to leave Slack, or if someone sends you a message, you can incorporate it as a kind of perspective on the record.
It is necessary to add the Slack Message Viewer custom component (to the Lightning Record Pages of the objects on which it should be used) in order to confirm that the messages sent to Salesforce actually arrived.
In Slack, find the message that needs to be added to Salesforce and click on More Actions (the three dots that appear while hovering over the message).
In the spring-up that appears on the screen, select the Salesforce record and click Add.
How to Integrate Salesforce with Slack
Below is a summary of the steps required to connect Salesforce to Slack:
- The Salesforce App for Slack can be downloaded from the Slack App Directory.
- From the Salesforce AppExchange, install the “Companion app.”
- Install Slack and configure it.
- Install the Salesforce App for Slack
From the Slack App Directory, you can install the Salesforce App for Slack.
Alternatively, you can select “Apps” in the left sidebar. Have trouble seeing? Click “More” once that’s done.
Now that you have accessed the Slack Apps Directory, you can:
Click on “Apps” in the left sidebar. Can’t see it? Click “More” instead. Now that you’ve accessed the Slack App Directory:
- Connect Salesforce to the “Companion App”
Earlier in the guide, I mentioned that you need to install two parts to access all the connector’s functionality.
- The “Companion App” Salesforce for Slack can be downloaded from the Salesforce app management page or directly from the Salesforce AppExchange – in other words, the managed package.
- Log in to your Salesforce org/sandbox and click “Get it now”.
Salesforce Setup will redirect you to the “Installed Packages” page once the package is installed.
- Setup your Slack Account
From the Salesforce App Launcher (waffle icon), search for “Slack Setup”.
- An overview of System Connections, Custom Objects, Custom Alerts to send to Slack, Org Configuration (where Slack lives in your org), and Automation Configuration, including Message Destinations for the “Send to Slack” method.
Use Salesforce Custom Objects With Slack
Using Slack’s custom object records requires you to follow this step. Select your object and add Subscribed Fields. When users click “View Record”, they will see these fields. There are nine Subscribed Fields you can add, so this is more of an overview view.
How to Configure Custom Alerts
As soon as you have selected an object, you must decide whether the alert will apply to:
- Object level: Any record matching the criteria of the selected object type is alerted.
- Record level: A record level alert is sent when the specified criteria are met for an individual record of an object type.
Let’s decide how and where Slack fits into your organization.
⇨ Slack Actions: The Quick Actions “Send to Slack” and “Slack Alerts” should be added to page layouts. In Salesforce Setup, click “Add Actions to Layouts” to add both Actions, and then use the Global Actions Manager to add/remove them.
⇨ Slack Message Viewer Component: Components for Lightning Pages that can be added. Add a component to a page by clicking “Add Component to Pages”.
Message Destinations are used with the “Send to Slack” invocable method in Process Builder/Flow. In other words, they tell Flow/Process Builder where to send the message in Slack.