Service Cloud for Slack App - Initial Setup Steps

This article walks through the two-phase setup process: first configuring the Salesforce Org, then connecting the Slack Workspace. Complete the Salesforce Org steps before proceeding to the Slack Workspace steps.

Salesforce Org Setup

1. Go to Setup in the Salesforce Org.
2. Type "Slack" in the Quick Find Box.
3. Go to Initial Slack Setup.
   1. Agree to the Terms and Conditions. When you complete this step, the 'Connect Salesforce to Slack' permission is added to the 'Slack Service Cloud User' Permission.
   2. Assign the Slack Service Cloud User Permission to the profile of users who need to connect to Slack.
   3. If the user does not have the 'API Enabled' Permission, assign it — found under System Permissions in the profile or permission set.
   4. The Standard System Admin profile automatically has access to the Swarm and Swarm Member objects. Any other users need access granted to these objects.
4. Go to Setup > Service Cloud for Slack in the Quick Find Box, then activate the Enable Service Cloud for Slack App toggle.
5. Go to Setup > Swarming in the Quick Find Box, then activate the Turn on Swarming toggle.
   1. Scroll down to "Optional: Swarm With a Collaboration Tool" and select 'Slack' from the dropdown.

Slack Workspace Setup

There are two ways to access the Service Cloud for Slack App:
Option 1: Log in to your Slack Workspace > Go to 'Add Apps' section > Type Service Cloud for Slack > Select the App > Go to the 'Home' tab > Click Connect.
Option 2: Go to the Slack App Directory > Search for Service Cloud for Slack > Click Add to Slack.

• If you have more than one Workspace, verify you are connecting to the correct workspace (check the top right of the screen).
• Before clicking 'Connect', confirm whether you are connecting to a Production org or a Sandbox org. If connecting to a Sandbox, click the link under the Connect button that reads "Would you rather connect to a Sandbox?"
• Click Allow.
• Go to the Service Cloud for Slack App > Click the 'Home' tab > Click Connect if the button is visible.

Verify the Connection

To verify your Slack User Mappings are visible, go to the Salesforce Org and select Profile > Settings > Slack.