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            Configure Complaint Alerts on Slack by Using the Prebuilt Flow Template

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            3. Financial Services Cloud Admin Guide

            Configure Complaint Alerts on Slack by Using the Prebuilt Flow Template

            Create a flow by using the prebuilt flow template, Send Slack Notification to Complaint Owner. Customize the flow according to your business requirements.

            Required Editions

            Available in: Lightning Experience
            Available in: Professional, Enterprise, and Unlimited Editions where Financial Services Cloud is enabled and Omnistudio Managed Package Runtime setting is turned off.
            User Permissions Needed
            To customize the prebuilt flow:

            Financial Services Cloud Extension OR FSC Service permission set

            AND

            Customize Application permission

            The flow template includes the logic to send a Slack message to the complaint record owner when the owner of the public complaint record is updated, and the complaint's priority is High or Medium. If the complaint owner can't be reached via Slack due to a missing Slack ID or message failure, it sends an email to notify the owner of the complaint details.

            1. From Setup, in the Quick Find box, enter Flows, and then select Flows.
            2. Click Send Slack Notification to Complaint Owner.
            3. Click Save as New Flow.
            4. Enter the label, API name, and description, and save the changes.
            5. To update the Salesforce workspace ID in the flow, go to Toolbox, and edit the WorkspaceId constant, and copy your Slack workspace ID in the value field. To get the Slack Workspace ID:
              1. Click your Slack workspace name in the sidebar.
              2. Locate your workspace's Slack URL below the workspace name. For example, app.slack.com
              3. Open Slack in a web browser by using the Slack URL.
              4. After the page loads, the URL is in this format: * https://app.slack.com/client/TXXXXXXX/CXXXXXXX
              5. Your workspace ID is the string beginning with T.
            6. Save the changes.
            7. To update the OrgWideEmailAddress.
              1. Find the Send Email action element in the flow, and edit it.
              2. In the Configure Sender Details section, enter the OrgWideEmailAddress.
                Select the email address from the list of configured orgwide default email addresses. This email is used as the sender for all outgoing complaint owner notifications.
              3. Save the changes.
            8. To update the Slack app details in the Send Slack Message action element:
              1. Find the Send Slack Message action element in the flow, and edit it.
              2. In the Set Connection Values for Slack section, select the relevant Slack app name.
              3. Save the changes.
            9. The flow includes a decision element that checks if the complaint priority is high or medium, and then sends the Slack message. To modify this decision element logic according to your business requirements:
              1. Find the decision element in the flow, and edit it.
              2. Save the changes.
            10. By default, the flow is triggered only when the complaint owner changes. You can modify the trigger conditions according to your business requirements.
            11. Save your changes and activate the flow.
             
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