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            Work with Slack for IT Services

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            1. Salesforce Help
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            3. Agentforce IT Service

            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.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            • Request Knowledge in Slack for IT Services
              Resolve common issues instantly by allowing employees to use Agentforce in Slack. When encountering an issue or for general queries, employees can request knowledge and receive immediate, on-demand assistance without human interference.
            • Report Issues in Slack for IT Services
              Employees can quickly and easily report issues without leaving their Slack workflow, reducing friction and ensuring that the IT team gets the information they need from the very start. Report issues in the Employee Service app by using either Agentforce or a slash command.
            • Receive Notifications in Slack for IT Services
              Keep employees and fulfillers informed about their IT tickets in real time without ever leaving their workflow. By receiving proactive updates directly in Slack, both employees and fulfillers are kept in the loop, ensuring a smooth, transparent support experience for everyone.
            • Request Catalog Items in Slack for IT Services
              Employees can now request items from the service catalog directly within Slack, transforming the process from a tedious form to a simple, conversational experience. This makes it easier and faster for employees to get what they need.
            • View Tickets in Slack for IT Services
              Fulfillers can now view and manage tickets directly within Slack, enabling them to work and collaborate without the friction of constant context switching. They can perform key actions and manage the entire ticket lifecycle from a single, unified workspace.
            • Triage IT Issues with Agentforce in Slack
              Automate the most repetitive parts of ticket management so that fulfillers can focus on what matters. With Agentforce IT Service, fulfillers can triage new tickets directly in Slack, achieving a faster and more efficient workflow.
            • Swarm on Incidents in Slack for IT Services
              Bring the right people together to solve complex issues in a single, unified forum. Swarming in Slack for IT issues allows fulfillers to quickly create a dedicated Slack channel and pull in all necessary stakeholders and experts. This breaks down communication silos and allows for an effecient approach to problem-solving.
            • Salesforce Channels in Slack for IT Services
              By creating a dedicated Salesforce channel in Slack, you can ensure that every team member has a single source of truth for a ticket's formal data and the informal discussion around it.
             
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            Salesforce Help | Article