Slack is now included with every new Salesforce org. No setup required. Learn more
Resolve cases faster with people, agents, and every relevant data source working together, all in the flow of conversation.
Pull the right reps, experts, and agents into a case the moment human expertise is needed, with full case context and critical apps right there with them. Everyone has what they need to start solving together the minute the countdown starts, without leaving the place they already work.
Dig into cases in a dedicated space where insights from connected apps flow directly into the conversation, agents catch everyone up and propose solutions, and your team has a clear view across every open case to drive toward resolution.
Capture the full resolution automatically, including every insight, decision, and data point from the conversation, then feed it back into your knowledge base. The richer the record, the better AI gets at resolving what comes next.
Service Cloud in Slack helps support teams resolve the cases that need them, deflect the ones that don't, and keep everything moving forward.
With high-priority customer issues, every minute matters. Agents instantly alert the right experts, brief the team on case history, and surface relevant data so your team can deliver a fast resolution.
Meet employees where they work with an always-on IT service desk, right in Slack. Agentforce resolves help desk requests through conversation, handles routine processes like onboarding, and scales your IT operation (without scaling your headcount).
Get automatic alerts when new cases need attention and a real-time view across every open swarm, so every case gets the attention it needs. Prioritize, coordinate, and jump into any active case from one place, with full context already in reach.
Fast setup, zero commitment.
Learn how to connect a free Slack workspace to your Salesforce instance today.
Schedule a custom demo, see pricing details, and get answers to your questions.
Swarming extends beyond customer service cases to incidents and other escalations, so the same expert-assembly and context-surfacing model applies the moment a critical incident is declared.
Case swarming is what happens the instant a case escalates in Slack: The right people, systems, and AI are automatically pulled into a dedicated Slack channel built around that case, so your team has one place to solve it together with full context from the start.
The moment a case is escalated, a swarm channel is formed automatically. Slackbot can catch the team up on the case in seconds, so no one has to dig through email chains or old messages. It can even research the issue across your systems and surface relevant past resolutions.
With Salesforce connected to Slack, users inherit the unique permissions your organization has established for them in Salesforce, so they'll only be able to view and edit the data they're allowed to.
The moment a case escalates, the right people and systems come together automatically in a dedicated Slack channel. Slackbot can bring every new participant up to speed instantly so the team can start solving right away.
