Collaboration

Salesforce and Slack: Unlocking collaboration for sales and service

Introducing deeper integrations with Salesforce Sales Cloud and Service Cloud

By the team at SlackOctober 17th, 2019

Salesforce was one of our earliest partners, integrating with Slack from the beginning to help sales teams easily access critical account information. As our shared customer base grew over the years to include tens of thousands of team installs, our customers’ requests for richer integrations across our two platforms grew, too. 

Which brings us to today: the release of a new Salesforce for Slack app. The new app includes a significant update to our existing Sales Cloud integration as well as a brand-new integration with Service Cloud. By using Slack and Salesforce together, teams can easily stay up to date on their Salesforce records from within Slack, allowing them to respond faster to new opportunities and collaborate seamlessly with colleagues across the organization.

The release of these new integrations marks the next phase of our partnership with Salesforce, as we deliver on our shared commitment to provide a rich experience across an expanded range of product integrations. Not only do these investments boost team productivity and collaboration, they also support the continued success of our joint customers. 

“Everything we do at Salesforce is focused on making our customers successful and this includes giving them the flexibility to integrate with Salesforce wherever they work,” said Ryan Aytay, EVP of Strategic Partnerships and Quip co-CEO at Salesforce. “This tighter integration between Salesforce and Slack is a key way for us to dramatically streamline how our joint customers work.”

The new Salesforce for Slack app:

Helps teams stay in the know

With the new set of integrations, there’s no reason for your team to miss timely updates to key information in Salesforce. Now your sales and service reps can receive customized notifications immediately in Slack, so they don’t have to stop what they’re doing and log in to a separate tool. Streamlined communications give your team more time in the day to focus on what matters most, the customer.

Demonstration of how to use Salesforce search in Slack

Keeps everyone on track

Search and preview Salesforce records, like accounts, opportunities and cases, all without leaving Slack. If someone needs to be looped in, you can simply tag them in Slack and they’ll have all the context they need. Executives and account stakeholders can use the slash command /salesforce [account name] to pull important details from Salesforce into Slack, giving them instant visibility into key accounts—even on the go. 

Demonstration of Salesforce notifications in Slack

Extends collaboration across sales and service

 The new app also makes it easy to share Salesforce information with colleagues across your organization. Team members can send their records from Salesforce directly to Slack, choosing where and with whom they want to share information. Slack conversations can also be added to Salesforce records, so important messages regarding an account or a case can be viewed in Salesforce. For example, sales reps can easily update the extended team on the status of a deal, and support agents can reach out to colleagues and subject matter experts to triage a customer issue while they’re working on a case.

Demonstration of how to send information from Salesforce to Slack using the new Salesforce app.

Slack was built to keep teams aligned and give them access to critical information in a snap. Integrations with tools that teams depend on to get their work done is a fundamental way that we deliver on that promise. We recognize that, in the modern workplace, Salesforce and Slack are integral to the daily workflows of sales and service teams. We’ll soon release additional enhancements to offer support for custom objects and workflows in Salesforce, allowing team members to source richer information from Salesforce records all within Slack.

“We continue to see our customers demand seamless integrations between business critical solutions such as Salesforce and Slack. The new Sales Cloud and Service Cloud integrations deliver on the promise of the Slack Platform, bringing together people, applications and data, especially for sales and service professionals,” said Brad Armstrong, VP of Corporate and Business Development at Slack. “These new integrations reflect a deepening alignment between both companies and provide our joint customers a best-in-class experience across the Slack and Salesforce platforms.”

Your teams can begin taking advantage of the new capabilities today by visiting the Slack App Directory and downloading the Salesforce for Slack app.

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