Agent Helper-Slack Integration: Solve Cases Faster with Case Swarming

Integrating Salesforce with Slack allows you to share case details on Slack channels. Case swarming is useful in scenarios when support agents need assistance from SMEs. The process of integration is divided into three parts:

  • Create a Slack app

  • Set up Slack in SearchUnify

  • Send case details to Slack

Create a Slack App

  1. Visit https://api.slack.com/apps.

  2. Click Create New App and click From Scratch.

  3. Enter a name for the app in the App Name field and select a Slack workspace from the dropdown Pick a workspace to develop your app in. Then click Create App.

  4. Open your app and then click OAuth & Permissions from the side menu.

  5. Click Add New Redirect URL and enter https://oauthsfdc.searchunify.com. After that, click Done and Save URLs.

  6. Scroll down to Scope and add these scopes to Bot Token Scopes and User Token Scopes:

    • channels:read

    • chat:write

    • groups:read

  7. Scroll to the OAuth Tokens section and Click Install to <workspace name>.

  8. Switch to Manage Distribution from the left menu options.

  9. Scroll down to Share Your App with Other Workspaces and make sure all the highlighted options are selected.

  10. Click Activate Public Distribution to distribute the app to the selected workspace.

  11. Scroll down to Basic Information. Your Client ID and Client Secret should be there under App Credentials. Copy them. Both these will be required further in the SearchUnify admin Panel to configure Slack.

Set up Slack in SearchUnify

Support agents can use the Case Swarming feature to share a case in the SME channels.

This feature is useful in scenarios where support agents find themselves unable to provide a resolution to a case on their own and they need to forward a case to a subject matter expert. Support agents can now forward cases right from Agent Helper in Salesforce if they have set up Slack in SearchUnify.

  1. Navigate to Apps > Agent Helper, and click on (Connect to Slack).

  2. Enter the Client ID and Client Secret of the Slack App created in the previous section. Click Connect & Save

Share on Slack Channel

Solve issues faster with case swarming on public and private Slack channels.

  1. Open Agent Helper in your Salesforce Service Console.

  2. Navigate to Actions > Top Experts tab. You can see the List of Open Channels button.

  3. Select the channel(s) from the list and click on the button to forward the case details of the case to the selected channels.