Escalation Predictor-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 your Salesforce org URL in the format {{SalesforceOrg Base Url}}/apex/SUEPAuthorizeSlack. After that click Done and Save URLs.

   

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

   

7. Click Basic Information from the sidebar.

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

   

9. Scroll down on the Basic Information again. 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.

1. Go to Marketplace.

   

2. Click Escalation Predictor and subsequently, under the Input Data tab, and select Slack.

3. Enter the Client ID and Client Secret copied from the Slack App and click Add.

   

Send Case Details to Slack

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

1. Find Escalation Prediction Dashboard in Service Console.

2. Open on a case from the list and click Share on Slack Channel.

   NOTE 1

   allow your app to access Slack org.

   NOTE 2

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

   

3. 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.