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            Manage Requests and Tickets with the Employee Service Slack App

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            Manage Requests and Tickets with the Employee Service Slack App

            Employees can report issues and track tickets within the Employee Service Slack app. Employees can easily ask for and track service requests and incidents. They can also stay up-to-date with real-time notifications every time their case changes.

            Required Editions

            View supported editions.
            User Permissions Needed
            To connect your Salesforce org with Slack: Connect Salesforce with Slack
            To allow the user to run the /emp-svcs-create-record command API Enabled

            See Also

            Admin Setup

            Before you start, make sure you have Employee Service configured in your Salesforce org and you're using a Slack workspace.

            1. Retrieve the Slack app ID.
              1. From Setup, enter Slack apps setup in the Quick Find box, and then select Slack Apps Setup under Slack.
              2. Agree to the terms and conditions.
              3. Under Enable Slack Apps, turn on Employee Service for Slack.
              4. Go to Employee Service for Slack Permissions. Give each user the permissions they need to connect to Slack.
              5. Under Install the Slack App, click Go to Employee Service for Slack Listing.
              6. On the Employee Services for Slack page, retrieve the app ID from the page URL. The App ID is the part of the URL that appears before -employee-services-for-slack.

                For example, if your employee portal URL is: https://employeePortal/services/slack-setup?appId=XYZABCDE123, the app ID is XYZABCDE123.

            2. Set up the Employee Service for Slack app.
              1. Log in to the employee portal.
              2. Replace the <portalLink> and <appID> in this URL with your employee portal’s base URL and app ID:

                https://<portalLink>/services/slack-setup?appId=<appID>

                For example, if your employee portal URL is /employeePortal, and the appID is XYZABCDE123 the URL will be:

                https://employeePortal/services/slack-setup?appId=XYZABCDE123

              3. Open the URL in a new browser tab.
              4. From the top-right dropdown, select the correct Slack workspace and click Allow.
              5. Allow Slack to access your account. This installs the Employee Service Slack app in the Slack workspace.
              6. Share the URL you created at step 2.b, with your employees. Employees need this URL to connect to the Employee Service for Slack app.
            3. Turn on notifications:
              1. Enter flows in the Quick Find box, and then select Flows under Process Automation.
              2. Click New Flow.
              3. In the New Flow window, click Use a Template, and click Next.
              4. Select the Update Case Notification flow, and then click Create.
              5. Configure the Send Notifications for Service Management action with these values:
                Values
                Field Valid Inputs
                Channel Type SLACK
                Event Type CASE_CREATE , CASE_UPDATE , INCIDENT_CREATE , INCIDENT_UPDATE
                Recipient IDs Collection variable containing a list of IDs of users who will receive the notification
                Source Record ID ID of the record which triggers the flow
                Notification Subject Notification subject
                Notification Body Notification body
                Record URL URL of the portal
              6. Save and activate the flow.

            Employee Setup

            1. Login to your Slack workspace.
            2. Reset your HR Service portal password from the link received in email.
            3. Login to your HR Service portal using your credentials.
            4. In a new browser window, open site URL with the Slack app ID. Ask your Salesforce admin for this URL.
            5. From the top-right dropdown, select the workspace where your admin has installed the Employee Service for Slack app.
            6. Allow Slack to access your account.
             
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