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            Set Up Slack for IT Services

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            3. Agentforce IT Service

            Set Up Slack for IT Services

            Before you start using the Slack apps for Agentforce IT Service, complete the basic setup required to connect your Salesforce org to your Slack workspace.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To use Slack for Agentforce IT Service Connect Salesforce with Slack
            1. Connect your Salesforce org and Slack. See Connect Salesforce and Slack. After successfully connecting your Slack workspace to Salesforce, follow the below steps to map your Employee users.
              1. Go to your Slack Admin and click your workspace name in the sidebar.
              2. From Tools & Settings, click Manage Salesforce organisations.
              3. Select the Salesforce org and go to the User tab.
              4. Click Add Individually and select the Employee users to be mapped.
              5. Click Grant Access.
            2. Create a workspace and invite users to Slack. See Get Started with Slack in Salesforce.
            3. Set up and configure Salesforce channels. See Set Up Salesforce Channels in your Org.
            4. Enable Salesforce for Slack integrations. See Salesforce for Slack Integrations.
            5. Enable Service for Slack app. See Enable Service for Slack.
              Make sure you select Slack as your collaboration tool on the Swarming setup page.
            6. Set up the Swarm Conversations component for IT records. See Set Up the Swarm Conversations Component.
            7. Enable Agentforce and create agents in Slack. See Set Up and Manage Agentforce in Slack.
            8. Create notifications for Slack app users. See Notifications for IT Services
            • Configure Employee Service Slack App for IT Services
              The Employee Services Slack app allows employees to interact with IT services directly from their Slack workspace. They can use the app to create incidents with slash commands and receive real-time notifications on ticket creation and updates. They can also troubleshoot issues with knowledge articles, get status updates, and use agent actions for quicker resolution.
            • Configure Service for Slack App for IT Services
              Help your IT service team solve issues seamlessly, without leaving their conversations in Slack using the Service for Slack app. Agents can access and update records, collaborate in a swarm channel, manage tickets, and more, directly from their primary workspace.
             
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