Slack, one of the most commonly used chat platforms for businesses, recently announced an update to their Salesforce app; the 2.0 update includes improvements under the hood for the Sales Cloud and introducing Service Cloud compatibility.
The Salesforce app for Slack is an integration that lets users grab information from Salesforce, and surface it directly in Slack with just a few quick commands. Keep reading to see how to integrate Salesforce into Slack and a couple of the practical things you can do with it.
Use Cases for Salesforce + Slack
Let’s check out some examples of using the Salesforce app in Slack.
1. Search Salesforce from Slack
In any chat window type the following:
/salesforce [search term] → Edge
(Image Below: in this case, Edge was my search term).
The App, through search, found an Account, two Contacts, and five Opportunities. Clicking any one of the boxes will show a quick view of all of the matching records.
If you click on View Record you will get a display of some of the key information about that record.
Lastly, if you click on either the Contact name or the Account Name you will be taken to that record in Salesforce.
Let’s say you are in customer service, working on a call and need to quickly access information about a Case. In Slack, you can search for the Case number
/salesforce [Case Number]
From there you could easily access the Case record in Salesforce to make any adjustments or add any notes.
Basically, whatever you are looking for, as long as you have access to it in Salesforce (meaning that within Salesforce you can access/read the record) and the record is generally searchable, you will be able to get to the information quickly from Slack. Keep in mind that at this time you can only read data from Salesforce, you cannot create or modify the details of a record.
2. Attach Slack Messages to Salesforce Records
Another useful thing you can do directly from Slack to Salesforce is to attach a message to a record. This could be good if you want to make a quick note about a particular record and don’t want to leave Slack or if someone sent you a message and you want to add it as a reference.
To do this, first ensure that your admin has added the Slack Message Viewer component to the layout.
Next, from Slack on any message click the 3 dots and then select Add to Salesforce.
This will bring up a pop-up where you can search for the record you want to attach it to.
Lastly, hop over into Salesforce to see the message on the record:
How to Integrate Salesforce with Slack
In Slack, go to the Add Apps tab to get to the App Directory
Click Install next to the Salesforce App, and then on the next screen click Add to Slack.
Click Add to Slack (again, yes this process is seemingly repetitive).
Accept the conditions required for connecting Slack to your Salesforce instance
You are ready to use Slack in Salesforce. To get started, Slack provides you some basic info.
How to Integrate Slack with Salesforce
In order to allow updates from Slack to Salesforce or to send messages from Salesforce to Slack, you need to do an additional installation step.
Go to this AppExchange link and click Get it Now: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000FnD9mUAF
Follow the usual prompts for allowing an App to be installed into Salesforce
After the installation is complete you will need to go to the Setup for Slack. Do this by going to the App menu and search Slack
Once you have clicked into the Slack Setup you will be taken to a setup wizard that will take you through the process of both authorizing the connection between Salesforce and Slack, as well as quickly add the buttons and components to the layouts that you wish.
Follow the prompts through the wizard
[ Select the correct environment, select the layouts you want to add to, then Click Add Actions to Layout, and then click Next]
[ Select the correct environment, select the layouts you want to add to, then click Add Component to Pages, and then click Finish]
Go to an Object that you added the actions and components in order to see the changes
The Send to Slack Component in Case:
What it looks like in Slack:
The Slack Alert setup per record in Salesforce:
You can use this as a way to inform people in Slack of a change on the record. This is a great way to quickly create on the fly notifications for specific records.
There are other ways to set up object and record level alerts. See the Slack documentation for more details. https://slack.com/help/articles/227838227-salesforce-for-slack
Overall, using the Slack integration gives your users a fast and efficient way to pull Salesforce information, as well as add notes to Salesforce all while working directly in Slack. The upgrade now includes support for both Sales and Service users, as well as the ability to send messages between the two applications and the option to set up alerts to get notifications about records directly in Slack. All of this functionality can save your users time and clicks, allowing them to stay in one place to do their work more effectively.