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 comes handy in scenarios when support agents are in need of assistance from SMEs. The process of integration is divided into three parts: Create a Slack app, set up Slack in SearchUnify, and finally 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 channels:read and chat:write to User Token Scopes.

  7. Click Basic Information from the sidebar.

  8. First activate Install to Workforce and then Distribute App.

  9. 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 use the Case Swarming feature and share a case to the channels of the SMEs. This feature comes in really handy in scenarios where support agents find themselves unable to provide a resolution to a case on their own. And they need to forward that case to a subject matter experts. They can now do it right from Agent Helper in Salesforce. Let's set it up from your SearchUnify instance.

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

  2. Now 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. Under the Top Experts tab, you can see the Share on Slack Channel button.

  3. Click Share on Slack Channel. Select a channel from the list of Channels and click Share to forward the case details of the case to the selected channels.

Last updatedTuesday, February 6, 2024

Or, send us your review at help-feedback@searchunify.com