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Sales Basics
Post About an Escalated Case in Slack

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Post About an Escalated Case in Slack

Identify and address risk on important accounts and opportunities by reviewing escalated case insights directly on your home page. Start or continue a Slack conversation about an escalated case without leaving your Sales Workspace feed, so that you can quickly get ahead of a risk to your deal.

Required Editions

Available in: Lightning Experience in Enterprise, Unlimited, and Agentforce 1 Sales editions with the Sales Foundation add-on.

The Post in Slack action appears only if your admin integrated Slack with the Case object and you have access to Slack. Otherwise, the suggestion displays the Review action, which sends you to the case record page instead.

Keep track of critical customer issues and reduce risk to your open deals by monitoring escalated cases. These out-of-the-box suggestions connect your Service Cloud and Sales Cloud experiences and do not require a configured agent.

  1. To post about an escalated case in Slack, in the All Signals section, click Post in Slack next to the escalated case signal.
  2. If there’s already a Slack channel to chat about this account, the Slack channel window appears next to the All Signals section. You can post about the escalated case with a message.
  3. If there isn’t a Slack channel to chat about this account, the Slack window with an option to create a channel appears next to the All Signals section. You can create a channel and then post about the escalated case in the new channel.
 
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