Salesforce Actions in Slack

Search, edit, and create Salesforce records from the Service Cloud for Slack app.

• Set a Preferred Salesforce Org for Salesforce Actions
  To automatically use the same predefined Salesforce org to create and search for records using the Service Cloud for Slack app, set a preferred Salesforce org. When you interact with Salesforce data, such as creating a knowledge draft or sending a message to Salesforce, the preferred org is used and shown.
• Search and Edit Salesforce Records in Slack
  Your accounts, contacts, cases, service appointments, and Customer Service Incident Management records are searchable directly from your swarm channel in Slack.
• Create a Record in Slack
  Collaborate and maintain a single source of truth all from one place, when you create a Salesforce record in Slack.
• Create a Knowledge Draft in Slack
  To capture important team knowledge when a swarm is resolved in Slack, create a knowledge article draft from a Slack message.
• Push a Slack Message to Salesforce
  Share messages from a Slack swarm channel with case collaborators in Salesforce. The message you send appears in the case feed to provide context about case developments that arise in Slack conversations.
• Close a Swarm in Slack
  When the collaboration is over and the issue is resolved, close the swarm from the swarm’s Slack channel. Finishing a swarm sets the end date and time and changes the status and all associated swarm members to Closed. It also frees up space on agents’ Omni-Channel presence configurations so that they can accept more work. And it shows who’s involved in a swarm in reports.
• Reopen a Swarm in Slack
  Easily reopen a closed swarm if the issue wasn’t resolved or further collaboration is needed in Slack. Reopening a swarm changes the swarm record’s status from a Closed status to an Open one. And, based on how you decide to reopen the swarm, you can open the swarm with the same swarm members or add new ones.