Set Salesforce Case Fields Displayed in the Service for Slack App (Swarm View)

Prerequisites

Before configuring the Slack Record Layout, ensure that your organization has connected the Service for Slack app. See Connecting to the Service for Slack App for setup instructions.

Configure the Record CRUD Layout for Case Fields in Slack Swarms

1. Navigate to Setup | Object Manager | Case | Slack Record Layout.
2. Click New to create a new Slack Record Layout, or select an existing layout to edit.
3. Select Record CRUD Layout as the layout type. This is the layout that controls the Case fields displayed when a user clicks the View Case button from a Swarm channel in Slack. Do not use the URL Unfurling Layout — that layout is specific to the Salesforce for Slack platform app and controls how Case records unfurl when a Case link is pasted in Slack.
4. In the New Slack Record Layout window, enter a Layout Name and an API Name.
5. In the Available Fields list, move the fields you want to display in Slack to the Selected Fields list. Fields marked with a lock icon are required and cannot be removed.
6. Click Next.
7. In the Customize Field Attributes window, select each field from the left column and configure its Display Modes (Create, Edit, View). Optionally, mark fields as required — required fields must appear in Create and Edit modes, and View mode is optional.
8. Click Next.
9. In the Assign Actions window, move the actions you want available in the Swarm view from the Available list to the Selected list.
10. Click Next.
11. In Assign Layouts, assign this layout to the appropriate Profile and associated Record Type. Ensure that the Record Type assigned to the Slack Record Layout is also enabled on the user's Profile.