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            Slack for IT Services

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            3. Agentforce IT Service

            Slack for IT Services

            Boost productivity and streamline IT services by embedding key workflows in Slack. Deliver significant value for your business by deflecting tickets, improving resolution times, and increasing overall IT operational efficiency. Employees can get instant, guided self-service and can effortlessly report issues or request services without leaving their workflow. Fulfillers can triage tickets, collaborate in swarm channels, and manage records in real time from a unified workspace.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with 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.
            • Resolve IT Issues with Slack
              With Slack, employees enjoy a frictionless, conversational interface to request services and report issues. Fulfillers gain powerful tools such as swarming and record channels, AI agents in the flow of work, and deep search capabilities. Real-time notifications keep everyone informed, enabling IT teams to quickly collaborate, troubleshoot, and resolve issues without context switching.
            • Proactive Notifications in Slack for IT Services
              Slack for Agentforce IT Service provides predefined notifications to keep everyone informed throughout the ticket lifecycle. These notifications offer real-time updates for both employees and fulfillers who work on them, ensuring a smooth and transparent support experience.
            • Work with Slack for IT Services
              Empower your IT team and employees to work smarter and faster directly within Slack. By unifying your IT service data and workflows in your primary collaboration tool, reduce friction, eliminate context switching, and provide a single source of truth for all your service operations.
             
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            Salesforce Help | Article