Escalation Predictor-Slack Integration: Solve Cases Faster with Case Swarming

Integrating Escalation Predictor with Slack allows users to share case details directly on theSlack channels. This process is called Case Swarming. This comes in handy when support agents are in need of assistance from SMEs. Before a case reaches the escalation stage, support agents can speed up the case resolution by directly sharing the case details with the SMEs.

The process of integration is divided into two parts: Create a Slack app and Set up Slack and EP integration in SearchUnify.

Create a Slack App

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

2. Click Create New App and select 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. You will land on the Basic Information section of the app detail page. Navigate to OAuth & Permissions.

   

5. Scroll down to the Redirect URLs section. Click Add New Redirect URL and enter your Salesforce org URL in this format {{SalesforceOrg Base Url}}/apex/SUEPAuthorizeSlack. Click Done and Save URLs respectively.

   

6. Scroll down to Scope and add channels:read, chat:write, and groups:read to both Bot Token Scopes and User Token Scopes.

   

7. Navigate back to the Basic Information section.

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

   

9. Scroll down to the App Credentials part. Copy the Client ID and the Client Secret. These will be required in the SearchUnify admin Panel to configure Slack with EP.

   

Set up EP and Slack Integration in SearchUnify

Support agents use the Case Swarming feature and share a case to the channels consisting 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. Given below is how you can set up EP and Slack Integration in SearchUnify:

1. From SearchUnify admin panel, navigate to Marketplace and open Escalation Predictor addon.

   

2. Under the Input Data tab, and click on the Slack icon.

   

3. Enter the Client ID and Client Secret copied from the Slack App (refer to step 9 in the above section) and click Add.

   

Send Case Details to Slack.

1. Open a case from the Cases Likely to Escalate list from the Escalation Dashboard. Click Share on Slack Channel. If redirected to a pop-up tab, allow your app to access Slack org and log into Salesforce if prompted.

   

   .NOTE. Share on Slack Channel is visible only after you have set up Slack in SearchUnify.

2. Select a channel from the list of Channels and click Share to forward the title and description of the case in selected Slack channels.

   

NOTE. If you select multiple channels, the same case details will be shared in the multiple Slack channels.