Salesforce and Slack have a long history. Before Salesforce’s acquisition of Slack, we worked together for years on integrating our services to help sales teams easily access critical account information. As our shared customer base grew to include tens of thousands of team installs, our customers’ requests for richer integrations across our two platforms grew, too.
Today, with Slack-First Customer 360, we are trailblazing the way that people work. This platform connects employees, customers and partners with one another and the apps that they are already using while staying current on their Salesforce records within Slack. It includes the Salesforce for Slack app and other integrations, such as Sales Cloud and Service Cloud, and soon Marketing Cloud. With Slack-First Customer 360, teams can respond faster to new opportunities and collaborate seamlessly with colleagues across their organisation, enable cross-company case-swarming to resolve problems faster, plan and act on insights instantly and make partners a part of the team.
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The platform delivers on our shared commitment to provide a rich experience in a digital-first ecosystem. Not only do these apps and workflows boost team productivity and collaboration, they also support the continued success of our joint customers.
‘Together, Slack and Salesforce Customer 360 will give every company in the world a single source of truth for their business, and a single platform for connecting employees, customers and partners with each other and the apps they use every day,’ Bret Taylor, the President and COO of Salesforce, said last month when the completion of the acquisition was announced.
What you can do with the Salesforce for Slack app:
Help teams to stay in the know
Now that Slack is a Salesforce tool, there’s no reason for your team to miss timely updates to key information. Your sales and service reps can receive customised notifications immediately in Slack, so they don’t have to stop what they’re doing to log in to a separate tool. Streamlined communications give teams more time in the day to focus on what matters most: the customer.
Keep everyone on track
Search and preview Salesforce records, such as 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 that they need. Executives and account stakeholders can use the slash command /salesforce [account name] in the platform to pull important details and get instant visibility into key accounts – even on the go.
Extend collaboration across sales and service
The platform also makes it easy to share Salesforce information with colleagues across your organisation. 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 update the extended team on the status of a deal, and support agents can get in touch with colleagues and subject-matter experts to triage a customer issue while they’re working on a case.
Slack was built to keep teams aligned and give them access to critical information in a snap. Integrations with the tools that teams depend on to get their work done is how we deliver on that promise. In the modern workplace, we know that Salesforce and Slack are integral to creating a digital HQ for success from anywhere.
We’ll soon release additional enhancements and complementary products that boost productivity and allow teams to work more efficiently as a team, all within Customer 360.
‘We have a once-in-a-generation opportunity to rethink and reshape how and where we work,’ said Stewart Butterfield, Slack CEO and Co-Founder. ‘Salesforce and Slack are uniquely positioned to lead this historic shift to a digital-first world. I could not be more excited for what’s to come.’
Your teams can take advantage of the platform’s capabilities today by visiting the Slack App Directory and downloading the Salesforce for Slack app.
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