{"id":50461,"date":"2021-09-16T09:01:00","date_gmt":"2021-09-16T16:01:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=50461"},"modified":"2024-09-16T14:43:47","modified_gmt":"2024-09-16T21:43:47","slug":"service-cloud-ceo-on-slack-first-service-enhancements","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/","title":{"rendered":"Goodbye to Being on Hold for Hours: Service Cloud CEO on How Slack Enhances Service Cloud"},"content":{"rendered":"\n<p id=\"h-what-s-the-most-time-you-ve-spent-on-hold-with-customer-service-how-frustrated-were-you-imagine-a-world-where-that-wait-time-is-non-existent-that-s-just-part-of-the-potential-future-of-slack-first-service-clara-shih-the-ceo-of-service-cloud-explains-some-of-the-wide-ranging-benefits-of-bringing-service-cloud-into-slack-from-reducing-wait-times-finding-experts-faster-to-even-party-parrot-emojis-q-starting-with-the-most-important-question-what-s-your-favorite-emoji-or-gif-i-love-the-service-cloud-heart-and-of-course-party-parrot-i-learned-something-recently-which-blew-my-mind-you-can-build-workflows-that-are-kicked-off-by-specific-emojis-for-example-a-service-agent-could-use-the-hand-raise-or-the-eyes-emoji-to-kick-off-a-workflow-that-shows-she-is-working-on-a-case-so-others-know-they-don-t-have-to-attend-to-it-it-s-powerful-to-think-about-emojis-not-just-as-expressive-but-action-oriented-q-when-you-first-heard-about-salesforce-and-slack-teaming-up-what-went-through-your-mind-tremendous-excitement-a-major-issue-in-customer-service-today-is-addressing-problems-that-are-too-complicated-for-a-bot-or-frontline-service-agent-to-resolve-on-their-own-when-these-complex-issues-get-handed-off-to-other-teams-and-departments-balls-can-drop-communication-silos-and-botched-handoffs-are-usually-what-drive-bad-customer-experiences-slack-addresses-this-problem-of-balls-dropping-across-departments-because-it-connects-the-entire-company-in-service-of-the-customer-instead-of-the-customer-support-team-having-to-send-an-email-to-another-department-and-never-hearing-back-they-can-problem-solve-in-real-time-with-everyone-connected-on-the-same-slack-channel-in-the-event-you-need-to-connect-with-external-partners-such-as-a-reseller-or-shipping-company-slack-connect-allows-companies-to-do-so-safely-securely-and-instantly-when-work-flows-trust-and-transparency-grow-both-within-companies-and-between-companies-and-their-customers-and-partners-q-you-ve-talked-in-the-past-about-the-importance-of-asynchronous-communication-and-permanent-messaging-what-does-that-mean-and-why-is-that-so-important-for-businesses-in-today-s-world-asynchronous-permanent-messaging-are-simple-yet-powerful-concepts-for-how-we-relate-to-each-other-asynchronous-just-means-that-the-conversation-doesn-t-have-to-happen-in-real-time-that-s-part-of-the-beauty-of-slack-i-can-message-you-and-if-you-re-in-another-time-zone-and-currently-asleep-or-you-re-working-from-home-and-you-have-to-focus-on-taking-care-of-your-children-for-the-next-couple-of-hours-you-can-come-back-to-the-message-when-you-re-available-and-get-back-to-me-this-is-the-reality-that-most-workers-at-home-right-now-have-to-live-with-it-s-really-important-because-it-liberates-us-in-terms-of-when-we-can-work-we-can-be-much-more-flexible-for-different-types-of-people-and-work-with-broader-sets-of-people-around-the-world-permanent-messaging-is-important-for-historical-knowledge-and-context-as-organizations-get-bigger-you-end-up-having-a-lot-of-the-same-faqs-and-conversations-across-different-pockets-of-people-because-they-re-unaware-that-someone-else-in-the-company-has-already-had-that-conversation-and-figured-out-the-answer-the-power-of-slack-is-that-all-of-those-conversations-persist-and-are-searchable-you-end-up-creating-this-evolving-knowledge-store-that-makes-the-entire-hive-mind-smarter-and-better-over-time-these-two-concepts-asynchronous-communication-and-searchable-permanent-messaging-are-game-changers-for-any-organization-for-driving-connectedness-intelligence-and-continuous-improvement-q-a-recent-study-found-slack-integrations-in-service-cloud-lead-to-an-11-improvement-in-customer-satisfaction-scores-what-are-the-specific-advantages-of-slack-first-service-that-actually-lead-to-better-customer-experiences-what-is-swarming-when-an-agent-comes-across-an-issue-she-can-t-solve-on-her-own-she-s-empowered-to-initiate-what-we-call-a-swarm-in-slack-finding-the-right-subject-matter-experts-who-can-address-the-issue-say-an-e-commerce-site-just-went-down-and-customers-can-t-log-in-the-agent-can-t-fix-this-on-her-own-so-she-can-spin-up-a-service-cloud-swarm-in-slack-with-the-devops-and-engineering-teams-to-get-the-site-back-up-as-quickly-as-possible-as-these-back-office-operations-teams-work-on-a-fix-they-can-keep-her-and-the-rest-of-the-contact-center-providing-transparency-that-they-re-actively-working-on-the-issue-for-example-sharing-that-we-estimate-the-backup-will-be-an-hour-and-will-provide-you-with-status-updates-every-15-minutes-that-transparency-through-slack-can-even-be-proactively-extended-to-customers-the-company-can-proactively-notify-all-affected-customers-about-the-site-outage-before-those-customers-pick-up-the-phone-to-call-the-contact-center-q-how-will-slack-first-service-help-service-agents-especially-new-employees-find-answers-faster-one-of-the-most-powerful-things-that-service-cloud-and-slack-can-do-together-is-surface-relevant-content-and-prior-conversations-to-service-agents-customers-often-have-the-same-questions-whether-you-re-a-new-or-veteran-agent-rather-than-interrupt-teams-with-questions-that-have-already-been-discussed-point-them-to-the-evolving-knowledge-base-already-in-slack-all-the-nuances-decisions-thinking-behind-the-decision-and-the-final-answer-that-gives-agents-the-right-solutions-faster-without-repeatedly-asking-domain-experts-the-same-questions-especially-in-emerging-knowledge-areas-such-as-product-recalls-or-developing-weather-events-like-natural-disasters-you-don-t-want-to-waste-the-time-of-the-people-on-the-ground-it-s-best-to-just-expose-all-the-problem-solving-that-they-ve-already-done-in-slack-where-messages-are-persistent-searchable-and-proactively-surfaced-to-service-agents-q-how-do-you-envision-automation-and-ai-improving-service-cloud-in-the-future-there-are-three-pillars-in-our-service-cloud-einstein-ai-approach-automation-assistance-and-optimization-for-process-automation-service-cloud-exposes-a-point-and-click-interface-for-companies-to-create-self-service-solutions-for-common-requests-through-bots-and-self-service-portals-to-deliver-fast-answers-and-fast-resolutions-for-customers-while-freeing-human-agents-for-higher-order-problem-solving-and-situations-requiring-high-empathy-conversations-great-automation-examples-include-customers-wanting-to-update-their-mailing-address-or-reset-their-account-password-these-are-generally-not-instances-when-customers-want-to-have-to-call-in-to-perform-these-actions-the-service-einstein-assistance-pillar-empowers-service-agents-to-do-their-best-work-providing-timely-next-best-action-suggestions-based-on-desired-outcomes-customer-context-and-best-practices-einstein-learns-what-the-best-service-agents-do-and-uses-those-behaviors-as-the-gold-standard-to-guide-everyone-else-like-for-example-understanding-how-much-time-an-agent-should-talk-versus-the-customer-or-an-insurance-agent-s-tone-and-speed-when-talking-to-a-customer-that-just-experienced-an-emergency-finally-the-service-einstein-optimization-pillar-focuses-on-mining-workflows-and-conversations-for-frequently-performed-actions-searches-and-faqs-to-find-opportunities-for-continuous-improvement-such-as-identifying-processes-which-should-be-automated-and-where-service-agents-might-need-further-training-or-assistance\">What\u2019s the most time you\u2019ve spent on hold with customer service? How frustrated were you? Imagine a world where that wait time is non-existent. That\u2019s just part of the potential future with Slack as your Digital HQ for Service.<br><br>Clara Shih, the CEO of Service Cloud, explains some of the wide-ranging benefits of bringing Service Cloud into Slack, from reducing wait times, finding experts faster, to even party parrot emojis.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-q-starting-with-the-most-important-question-what-s-your-favorite-emoji-or-gif\">Q. Starting with the most important question, what\u2019s your favorite emoji or gif?<\/h4>\n\n\n\n<p id=\"h-q-starting-with-the-most-important-question-what-s-your-favorite-emoji-or-gif-i-love-the-service-cloud-heart-and-of-course-party-parrot-i-learned-something-recently-which-blew-my-mind-you-can-build-workflows-that-are-kicked-off-by-specific-emojis-for-example-a-service-agent-could-use-the-hand-raise-or-the-eyes-emoji-to-kick-off-a-workflow-that-shows-she-is-working-on-a-case-so-others-know-they-don-t-have-to-attend-to-it-it-s-powerful-to-think-about-emojis-not-just-as-expressive-but-action-oriented-q-when-you-first-heard-about-salesforce-and-slack-teaming-up-what-went-through-your-mind-tremendous-excitement-a-major-issue-in-customer-service-today-is-addressing-problems-that-are-too-complicated-for-a-bot-or-frontline-service-agent-to-resolve-on-their-own-when-these-complex-issues-get-handed-off-to-other-teams-and-departments-balls-can-drop-communication-silos-and-botched-handoffs-are-usually-what-drive-bad-customer-experiences-slack-addresses-this-problem-of-balls-dropping-across-departments-because-it-connects-the-entire-company-in-service-of-the-customer-instead-of-the-customer-support-team-having-to-send-an-email-to-another-department-and-never-hearing-back-they-can-problem-solve-in-real-time-with-everyone-connected-on-the-same-slack-channel-in-the-event-you-need-to-connect-with-external-partners-such-as-a-reseller-or-shipping-company-slack-connect-allows-companies-to-do-so-safely-securely-and-instantly-when-work-flows-trust-and-transparency-grow-both-within-companies-and-between-companies-and-their-customers-and-partners-q-you-ve-talked-in-the-past-about-the-importance-of-asynchronous-communication-and-permanent-messaging-what-does-that-mean-and-why-is-that-so-important-for-businesses-in-today-s-world-asynchronous-permanent-messaging-are-simple-yet-powerful-concepts-for-how-we-relate-to-each-other-asynchronous-just-means-that-the-conversation-doesn-t-have-to-happen-in-real-time-that-s-part-of-the-beauty-of-slack-i-can-message-you-and-if-you-re-in-another-time-zone-and-currently-asleep-or-you-re-working-from-home-and-you-have-to-focus-on-taking-care-of-your-children-for-the-next-couple-of-hours-you-can-come-back-to-the-message-when-you-re-available-and-get-back-to-me-this-is-the-reality-that-most-workers-at-home-right-now-have-to-live-with-it-s-really-important-because-it-liberates-us-in-terms-of-when-we-can-work-we-can-be-much-more-flexible-for-different-types-of-people-and-work-with-broader-sets-of-people-around-the-world-permanent-messaging-is-important-for-historical-knowledge-and-context-as-organizations-get-bigger-you-end-up-having-a-lot-of-the-same-faqs-and-conversations-across-different-pockets-of-people-because-they-re-unaware-that-someone-else-in-the-company-has-already-had-that-conversation-and-figured-out-the-answer-the-power-of-slack-is-that-all-of-those-conversations-persist-and-are-searchable-you-end-up-creating-this-evolving-knowledge-store-that-makes-the-entire-hive-mind-smarter-and-better-over-time-these-two-concepts-asynchronous-communication-and-searchable-permanent-messaging-are-game-changers-for-any-organization-for-driving-connectedness-intelligence-and-continuous-improvement-q-a-recent-study-found-slack-integrations-in-service-cloud-lead-to-an-11-improvement-in-customer-satisfaction-scores-what-are-the-specific-advantages-of-slack-first-service-that-actually-lead-to-better-customer-experiences-what-is-swarming-when-an-agent-comes-across-an-issue-she-can-t-solve-on-her-own-she-s-empowered-to-initiate-what-we-call-a-swarm-in-slack-finding-the-right-subject-matter-experts-who-can-address-the-issue-say-an-e-commerce-site-just-went-down-and-customers-can-t-log-in-the-agent-can-t-fix-this-on-her-own-so-she-can-spin-up-a-service-cloud-swarm-in-slack-with-the-devops-and-engineering-teams-to-get-the-site-back-up-as-quickly-as-possible-as-these-back-office-operations-teams-work-on-a-fix-they-can-keep-her-and-the-rest-of-the-contact-center-providing-transparency-that-they-re-actively-working-on-the-issue-for-example-sharing-that-we-estimate-the-backup-will-be-an-hour-and-will-provide-you-with-status-updates-every-15-minutes-that-transparency-through-slack-can-even-be-proactively-extended-to-customers-the-company-can-proactively-notify-all-affected-customers-about-the-site-outage-before-those-customers-pick-up-the-phone-to-call-the-contact-center-q-how-will-slack-first-service-help-service-agents-especially-new-employees-find-answers-faster-one-of-the-most-powerful-things-that-service-cloud-and-slack-can-do-together-is-surface-relevant-content-and-prior-conversations-to-service-agents-customers-often-have-the-same-questions-whether-you-re-a-new-or-veteran-agent-rather-than-interrupt-teams-with-questions-that-have-already-been-discussed-point-them-to-the-evolving-knowledge-base-already-in-slack-all-the-nuances-decisions-thinking-behind-the-decision-and-the-final-answer-that-gives-agents-the-right-solutions-faster-without-repeatedly-asking-domain-experts-the-same-questions-especially-in-emerging-knowledge-areas-such-as-product-recalls-or-developing-weather-events-like-natural-disasters-you-don-t-want-to-waste-the-time-of-the-people-on-the-ground-it-s-best-to-just-expose-all-the-problem-solving-that-they-ve-already-done-in-slack-where-messages-are-persistent-searchable-and-proactively-surfaced-to-service-agents-q-how-do-you-envision-automation-and-ai-improving-service-cloud-in-the-future-there-are-three-pillars-in-our-service-cloud-einstein-ai-approach-automation-assistance-and-optimization-for-process-automation-service-cloud-exposes-a-point-and-click-interface-for-companies-to-create-self-service-solutions-for-common-requests-through-bots-and-self-service-portals-to-deliver-fast-answers-and-fast-resolutions-for-customers-while-freeing-human-agents-for-higher-order-problem-solving-and-situations-requiring-high-empathy-conversations-great-automation-examples-include-customers-wanting-to-update-their-mailing-address-or-reset-their-account-password-these-are-generally-not-instances-when-customers-want-to-have-to-call-in-to-perform-these-actions-the-service-einstein-assistance-pillar-empowers-service-agents-to-do-their-best-work-providing-timely-next-best-action-suggestions-based-on-desired-outcomes-customer-context-and-best-practices-einstein-learns-what-the-best-service-agents-do-and-uses-those-behaviors-as-the-gold-standard-to-guide-everyone-else-like-for-example-understanding-how-much-time-an-agent-should-talk-versus-the-customer-or-an-insurance-agent-s-tone-and-speed-when-talking-to-a-customer-that-just-experienced-an-emergency-finally-the-service-einstein-optimization-pillar-focuses-on-mining-workflows-and-conversations-for-frequently-performed-actions-searches-and-faqs-to-find-opportunities-for-continuous-improvement-such-as-identifying-processes-which-should-be-automated-and-where-service-agents-might-need-further-training-or-assistance\">I love the Service Cloud heart and of course, party parrot. I learned something recently which blew my mind \u2014 you can build workflows that are kicked off by specific emojis. For example, a service agent could use the hand-raise or the eyes emoji to kick off a workflow that shows she is working on a case so others know they don&#8217;t have to attend to it. It\u2019s powerful to think about emojis not just as expressive, but action-oriented.<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-bottom is-layout-flow wp-block-column-is-layout-flow\"><div class=\"wp-block-image__wrapper\">\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"50519-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/service-heart.png?w=128\" alt=\"Service Cloud heart logo\" class=\"wp-image-50519\" width=\"141\" height=\"141\"\/><\/a><figcaption><em>Service Cloud heart<\/em><\/figcaption><\/figure><\/div>\n<div id=\"50519-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized prevent-download\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/service-heart.png?w=128\" alt=\"Service Cloud heart logo\" class=\"wp-image-50519\" width=\"141\" height=\"141\"\/><figcaption><em>Service Cloud heart<\/em><\/figcaption><\/figure><\/div>\n<\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-bottom is-layout-flow wp-block-column-is-layout-flow\"><div class=\"wp-block-image__wrapper\">\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"50513-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/bird-parrot.gif?w=498\" alt=\"party parrot.GIF?strip=all&#038;quality=95\" class=\"wp-image-50513\" width=\"259\" height=\"126\"\/><\/a><figcaption> <em>Party Parrot<\/em>. <em>Source: <em><a href=\"https:\/\/media.giphy.com\/media\/l3q2zVr6cu95nF6O4\/giphy.gif?cid=790b7611ca773c3b3e980e81595b7e27315eaa774c649308&amp;rid=giphy.gif&amp;ct=g\">GIPHY<\/a><\/em><\/em><\/figcaption><\/figure><\/div>\n<div id=\"50513-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized prevent-download\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/bird-parrot.gif?w=498\" alt=\"party parrot.GIF?strip=all&#038;quality=95\" class=\"wp-image-50513\" width=\"259\" height=\"126\"\/><figcaption> <em>Party Parrot<\/em>. <em>Source: <em><a href=\"https:\/\/media.giphy.com\/media\/l3q2zVr6cu95nF6O4\/giphy.gif?cid=790b7611ca773c3b3e980e81595b7e27315eaa774c649308&amp;rid=giphy.gif&amp;ct=g\">GIPHY<\/a><\/em><\/em><\/figcaption><\/figure><\/div>\n<\/div><\/div><\/div><\/div>\n<\/div>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-q-when-you-first-heard-about-salesforce-and-slack-teaming-up-what-went-through-your-mind\">Q. When you first heard about Salesforce and Slack teaming up, what went through your mind?<\/h4>\n\n\n\n<p id=\"h-tremendous-excitement-a-major-issue-in-customer-service-today-is-addressing-problems-that-are-too-complicated-for-a-bot-or-frontline-service-agent-to-resolve-on-their-own-when-these-complex-issues-get-handed-off-to-other-teams-and-departments-balls-can-drop-communication-silos-and-botched-handoffs-are-usually-what-drive-bad-customer-experiences-slack-addresses-this-problem-of-balls-dropping-across-departments-because-it-connects-the-entire-company-in-service-of-the-customer-instead-of-the-customer-support-team-having-to-send-an-email-to-another-department-and-never-hearing-back-they-can-problem-solve-in-real-time-with-everyone-connected-on-the-same-slack-channel-in-the-event-you-need-to-connect-with-external-partners-such-as-a-reseller-or-shipping-company-slack-connect-allows-companies-to-do-so-safely-securely-and-instantly-when-work-flows-trust-and-transparency-grow-both-within-companies-and-between-companies-and-their-customers-and-partners-q-you-ve-talked-in-the-past-about-the-importance-of-asynchronous-communication-and-permanent-messaging-what-does-that-mean-and-why-is-that-so-important-for-businesses-in-today-s-world-asynchronous-permanent-messaging-are-simple-yet-powerful-concepts-for-how-we-relate-to-each-other-asynchronous-just-means-that-the-conversation-doesn-t-have-to-happen-in-real-time-that-s-part-of-the-beauty-of-slack-i-can-message-you-and-if-you-re-in-another-time-zone-and-currently-asleep-or-you-re-working-from-home-and-you-have-to-focus-on-taking-care-of-your-children-for-the-next-couple-of-hours-you-can-come-back-to-the-message-when-you-re-available-and-get-back-to-me-this-is-the-reality-that-most-workers-at-home-right-now-have-to-live-with-it-s-really-important-because-it-liberates-us-in-terms-of-when-we-can-work-we-can-be-much-more-flexible-for-different-types-of-people-and-work-with-broader-sets-of-people-around-the-world-permanent-messaging-is-important-for-historical-knowledge-and-context-as-organizations-get-bigger-you-end-up-having-a-lot-of-the-same-faqs-and-conversations-across-different-pockets-of-people-because-they-re-unaware-that-someone-else-in-the-company-has-already-had-that-conversation-and-figured-out-the-answer-the-power-of-slack-is-that-all-of-those-conversations-persist-and-are-searchable-you-end-up-creating-this-evolving-knowledge-store-that-makes-the-entire-hive-mind-smarter-and-better-over-time-these-two-concepts-asynchronous-communication-and-searchable-permanent-messaging-are-game-changers-for-any-organization-for-driving-connectedness-intelligence-and-continuous-improvement-q-a-recent-study-found-slack-integrations-in-service-cloud-lead-to-an-11-improvement-in-customer-satisfaction-scores-what-are-the-specific-advantages-of-slack-first-service-that-actually-lead-to-better-customer-experiences-what-is-swarming-when-an-agent-comes-across-an-issue-she-can-t-solve-on-her-own-she-s-empowered-to-initiate-what-we-call-a-swarm-in-slack-finding-the-right-subject-matter-experts-who-can-address-the-issue-say-an-e-commerce-site-just-went-down-and-customers-can-t-log-in-the-agent-can-t-fix-this-on-her-own-so-she-can-spin-up-a-service-cloud-swarm-in-slack-with-the-devops-and-engineering-teams-to-get-the-site-back-up-as-quickly-as-possible-as-these-back-office-operations-teams-work-on-a-fix-they-can-keep-her-and-the-rest-of-the-contact-center-providing-transparency-that-they-re-actively-working-on-the-issue-for-example-sharing-that-we-estimate-the-backup-will-be-an-hour-and-will-provide-you-with-status-updates-every-15-minutes-that-transparency-through-slack-can-even-be-proactively-extended-to-customers-the-company-can-proactively-notify-all-affected-customers-about-the-site-outage-before-those-customers-pick-up-the-phone-to-call-the-contact-center-q-how-will-slack-first-service-help-service-agents-especially-new-employees-find-answers-faster-one-of-the-most-powerful-things-that-service-cloud-and-slack-can-do-together-is-surface-relevant-content-and-prior-conversations-to-service-agents-customers-often-have-the-same-questions-whether-you-re-a-new-or-veteran-agent-rather-than-interrupt-teams-with-questions-that-have-already-been-discussed-point-them-to-the-evolving-knowledge-base-already-in-slack-all-the-nuances-decisions-thinking-behind-the-decision-and-the-final-answer-that-gives-agents-the-right-solutions-faster-without-repeatedly-asking-domain-experts-the-same-questions-especially-in-emerging-knowledge-areas-such-as-product-recalls-or-developing-weather-events-like-natural-disasters-you-don-t-want-to-waste-the-time-of-the-people-on-the-ground-it-s-best-to-just-expose-all-the-problem-solving-that-they-ve-already-done-in-slack-where-messages-are-persistent-searchable-and-proactively-surfaced-to-service-agents-q-how-do-you-envision-automation-and-ai-improving-service-cloud-in-the-future-there-are-three-pillars-in-our-service-cloud-einstein-ai-approach-automation-assistance-and-optimization-for-process-automation-service-cloud-exposes-a-point-and-click-interface-for-companies-to-create-self-service-solutions-for-common-requests-through-bots-and-self-service-portals-to-deliver-fast-answers-and-fast-resolutions-for-customers-while-freeing-human-agents-for-higher-order-problem-solving-and-situations-requiring-high-empathy-conversations-great-automation-examples-include-customers-wanting-to-update-their-mailing-address-or-reset-their-account-password-these-are-generally-not-instances-when-customers-want-to-have-to-call-in-to-perform-these-actions-the-service-einstein-assistance-pillar-empowers-service-agents-to-do-their-best-work-providing-timely-next-best-action-suggestions-based-on-desired-outcomes-customer-context-and-best-practices-einstein-learns-what-the-best-service-agents-do-and-uses-those-behaviors-as-the-gold-standard-to-guide-everyone-else-like-for-example-understanding-how-much-time-an-agent-should-talk-versus-the-customer-or-an-insurance-agent-s-tone-and-speed-when-talking-to-a-customer-that-just-experienced-an-emergency-finally-the-service-einstein-optimization-pillar-focuses-on-mining-workflows-and-conversations-for-frequently-performed-actions-searches-and-faqs-to-find-opportunities-for-continuous-improvement-such-as-identifying-processes-which-should-be-automated-and-where-service-agents-might-need-further-training-or-assistance\">Tremendous excitement. A major issue in customer service today is addressing problems that are too complicated for a bot or frontline service agent to resolve on their own. When these complex issues get handed off to other teams and departments, balls can drop. Communication silos and botched handoffs are usually what drive bad customer experiences. Slack addresses this problem of balls dropping across departments because it connects the entire company in service of the customer. <\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><span class=\"js-twitter-inline\">&#8220;Slack addresses this problem of balls dropping across departments because it connects the entire company in service of the customer.&#8221;<\/span><\/p><cite>Clara shih, CEO, Service CLoud<\/cite><\/blockquote>\n\n\n\n<p id=\"h-tremendous-excitement-a-major-issue-in-customer-service-today-is-addressing-problems-that-are-too-complicated-for-a-bot-or-frontline-service-agent-to-resolve-on-their-own-when-these-complex-issues-get-handed-off-to-other-teams-and-departments-balls-can-drop-communication-silos-and-botched-handoffs-are-usually-what-drive-bad-customer-experiences-slack-addresses-this-problem-of-balls-dropping-across-departments-because-it-connects-the-entire-company-in-service-of-the-customer-instead-of-the-customer-support-team-having-to-send-an-email-to-another-department-and-never-hearing-back-they-can-problem-solve-in-real-time-with-everyone-connected-on-the-same-slack-channel-in-the-event-you-need-to-connect-with-external-partners-such-as-a-reseller-or-shipping-company-slack-connect-allows-companies-to-do-so-safely-securely-and-instantly-when-work-flows-trust-and-transparency-grow-both-within-companies-and-between-companies-and-their-customers-and-partners-q-you-ve-talked-in-the-past-about-the-importance-of-asynchronous-communication-and-permanent-messaging-what-does-that-mean-and-why-is-that-so-important-for-businesses-in-today-s-world-asynchronous-permanent-messaging-are-simple-yet-powerful-concepts-for-how-we-relate-to-each-other-asynchronous-just-means-that-the-conversation-doesn-t-have-to-happen-in-real-time-that-s-part-of-the-beauty-of-slack-i-can-message-you-and-if-you-re-in-another-time-zone-and-currently-asleep-or-you-re-working-from-home-and-you-have-to-focus-on-taking-care-of-your-children-for-the-next-couple-of-hours-you-can-come-back-to-the-message-when-you-re-available-and-get-back-to-me-this-is-the-reality-that-most-workers-at-home-right-now-have-to-live-with-it-s-really-important-because-it-liberates-us-in-terms-of-when-we-can-work-we-can-be-much-more-flexible-for-different-types-of-people-and-work-with-broader-sets-of-people-around-the-world-permanent-messaging-is-important-for-historical-knowledge-and-context-as-organizations-get-bigger-you-end-up-having-a-lot-of-the-same-faqs-and-conversations-across-different-pockets-of-people-because-they-re-unaware-that-someone-else-in-the-company-has-already-had-that-conversation-and-figured-out-the-answer-the-power-of-slack-is-that-all-of-those-conversations-persist-and-are-searchable-you-end-up-creating-this-evolving-knowledge-store-that-makes-the-entire-hive-mind-smarter-and-better-over-time-these-two-concepts-asynchronous-communication-and-searchable-permanent-messaging-are-game-changers-for-any-organization-for-driving-connectedness-intelligence-and-continuous-improvement-q-a-recent-study-found-slack-integrations-in-service-cloud-lead-to-an-11-improvement-in-customer-satisfaction-scores-what-are-the-specific-advantages-of-slack-first-service-that-actually-lead-to-better-customer-experiences-what-is-swarming-when-an-agent-comes-across-an-issue-she-can-t-solve-on-her-own-she-s-empowered-to-initiate-what-we-call-a-swarm-in-slack-finding-the-right-subject-matter-experts-who-can-address-the-issue-say-an-e-commerce-site-just-went-down-and-customers-can-t-log-in-the-agent-can-t-fix-this-on-her-own-so-she-can-spin-up-a-service-cloud-swarm-in-slack-with-the-devops-and-engineering-teams-to-get-the-site-back-up-as-quickly-as-possible-as-these-back-office-operations-teams-work-on-a-fix-they-can-keep-her-and-the-rest-of-the-contact-center-providing-transparency-that-they-re-actively-working-on-the-issue-for-example-sharing-that-we-estimate-the-backup-will-be-an-hour-and-will-provide-you-with-status-updates-every-15-minutes-that-transparency-through-slack-can-even-be-proactively-extended-to-customers-the-company-can-proactively-notify-all-affected-customers-about-the-site-outage-before-those-customers-pick-up-the-phone-to-call-the-contact-center-q-how-will-slack-first-service-help-service-agents-especially-new-employees-find-answers-faster-one-of-the-most-powerful-things-that-service-cloud-and-slack-can-do-together-is-surface-relevant-content-and-prior-conversations-to-service-agents-customers-often-have-the-same-questions-whether-you-re-a-new-or-veteran-agent-rather-than-interrupt-teams-with-questions-that-have-already-been-discussed-point-them-to-the-evolving-knowledge-base-already-in-slack-all-the-nuances-decisions-thinking-behind-the-decision-and-the-final-answer-that-gives-agents-the-right-solutions-faster-without-repeatedly-asking-domain-experts-the-same-questions-especially-in-emerging-knowledge-areas-such-as-product-recalls-or-developing-weather-events-like-natural-disasters-you-don-t-want-to-waste-the-time-of-the-people-on-the-ground-it-s-best-to-just-expose-all-the-problem-solving-that-they-ve-already-done-in-slack-where-messages-are-persistent-searchable-and-proactively-surfaced-to-service-agents-q-how-do-you-envision-automation-and-ai-improving-service-cloud-in-the-future-there-are-three-pillars-in-our-service-cloud-einstein-ai-approach-automation-assistance-and-optimization-for-process-automation-service-cloud-exposes-a-point-and-click-interface-for-companies-to-create-self-service-solutions-for-common-requests-through-bots-and-self-service-portals-to-deliver-fast-answers-and-fast-resolutions-for-customers-while-freeing-human-agents-for-higher-order-problem-solving-and-situations-requiring-high-empathy-conversations-great-automation-examples-include-customers-wanting-to-update-their-mailing-address-or-reset-their-account-password-these-are-generally-not-instances-when-customers-want-to-have-to-call-in-to-perform-these-actions-the-service-einstein-assistance-pillar-empowers-service-agents-to-do-their-best-work-providing-timely-next-best-action-suggestions-based-on-desired-outcomes-customer-context-and-best-practices-einstein-learns-what-the-best-service-agents-do-and-uses-those-behaviors-as-the-gold-standard-to-guide-everyone-else-like-for-example-understanding-how-much-time-an-agent-should-talk-versus-the-customer-or-an-insurance-agent-s-tone-and-speed-when-talking-to-a-customer-that-just-experienced-an-emergency-finally-the-service-einstein-optimization-pillar-focuses-on-mining-workflows-and-conversations-for-frequently-performed-actions-searches-and-faqs-to-find-opportunities-for-continuous-improvement-such-as-identifying-processes-which-should-be-automated-and-where-service-agents-might-need-further-training-or-assistance\">Instead of the customer support team having to send an email to another department and never hearing back, they can problem-solve in real time, with everyone connected on the same Slack channel. In the event you need to connect with external partners, such as a reseller or shipping company, Slack Connect allows companies to do so safely, securely, and instantly. When work flows, trust and transparency grow both within companies, and between companies and their customers and partners.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-q-you-ve-talked-in-the-past-about-the-importance-of-asynchronous-communication-and-permanent-messaging-what-does-that-mean-and-why-is-that-so-important-for-businesses-in-today-s-world\">Q. You&#8217;ve talked in the past about the importance of asynchronous communication and permanent messaging. What does that mean and why is that so important for businesses in today\u2019s world?<\/h4>\n\n\n\n<p id=\"h-asynchronous-permanent-messaging-are-simple-yet-powerful-concepts-for-how-we-relate-to-each-other-asynchronous-just-means-that-the-conversation-doesn-t-have-to-happen-in-real-time-that-s-part-of-the-beauty-of-slack-i-can-message-you-and-if-you-re-in-another-time-zone-and-currently-asleep-or-you-re-working-from-home-and-you-have-to-focus-on-taking-care-of-your-children-for-the-next-couple-of-hours-you-can-come-back-to-the-message-when-you-re-available-and-get-back-to-me-this-is-the-reality-that-most-workers-at-home-right-now-have-to-live-with-it-s-really-important-because-it-liberates-us-in-terms-of-when-we-can-work-we-can-be-much-more-flexible-for-different-types-of-people-and-work-with-broader-sets-of-people-around-the-world-permanent-messaging-is-important-for-historical-knowledge-and-context-as-organizations-get-bigger-you-end-up-having-a-lot-of-the-same-faqs-and-conversations-across-different-pockets-of-people-because-they-re-unaware-that-someone-else-in-the-company-has-already-had-that-conversation-and-figured-out-the-answer-the-power-of-slack-is-that-all-of-those-conversations-persist-and-are-searchable-you-end-up-creating-this-evolving-knowledge-store-that-makes-the-entire-hive-mind-smarter-and-better-over-time-these-two-concepts-asynchronous-communication-and-searchable-permanent-messaging-are-game-changers-for-any-organization-for-driving-connectedness-intelligence-and-continuous-improvement-q-a-recent-study-found-slack-integrations-in-service-cloud-lead-to-an-11-improvement-in-customer-satisfaction-scores-what-are-the-specific-advantages-of-slack-first-service-that-actually-lead-to-better-customer-experiences-what-is-swarming-when-an-agent-comes-across-an-issue-she-can-t-solve-on-her-own-she-s-empowered-to-initiate-what-we-call-a-swarm-in-slack-finding-the-right-subject-matter-experts-who-can-address-the-issue-say-an-e-commerce-site-just-went-down-and-customers-can-t-log-in-the-agent-can-t-fix-this-on-her-own-so-she-can-spin-up-a-service-cloud-swarm-in-slack-with-the-devops-and-engineering-teams-to-get-the-site-back-up-as-quickly-as-possible-as-these-back-office-operations-teams-work-on-a-fix-they-can-keep-her-and-the-rest-of-the-contact-center-providing-transparency-that-they-re-actively-working-on-the-issue-for-example-sharing-that-we-estimate-the-backup-will-be-an-hour-and-will-provide-you-with-status-updates-every-15-minutes-that-transparency-through-slack-can-even-be-proactively-extended-to-customers-the-company-can-proactively-notify-all-affected-customers-about-the-site-outage-before-those-customers-pick-up-the-phone-to-call-the-contact-center-q-how-will-slack-first-service-help-service-agents-especially-new-employees-find-answers-faster-one-of-the-most-powerful-things-that-service-cloud-and-slack-can-do-together-is-surface-relevant-content-and-prior-conversations-to-service-agents-customers-often-have-the-same-questions-whether-you-re-a-new-or-veteran-agent-rather-than-interrupt-teams-with-questions-that-have-already-been-discussed-point-them-to-the-evolving-knowledge-base-already-in-slack-all-the-nuances-decisions-thinking-behind-the-decision-and-the-final-answer-that-gives-agents-the-right-solutions-faster-without-repeatedly-asking-domain-experts-the-same-questions-especially-in-emerging-knowledge-areas-such-as-product-recalls-or-developing-weather-events-like-natural-disasters-you-don-t-want-to-waste-the-time-of-the-people-on-the-ground-it-s-best-to-just-expose-all-the-problem-solving-that-they-ve-already-done-in-slack-where-messages-are-persistent-searchable-and-proactively-surfaced-to-service-agents-q-how-do-you-envision-automation-and-ai-improving-service-cloud-in-the-future-there-are-three-pillars-in-our-service-cloud-einstein-ai-approach-automation-assistance-and-optimization-for-process-automation-service-cloud-exposes-a-point-and-click-interface-for-companies-to-create-self-service-solutions-for-common-requests-through-bots-and-self-service-portals-to-deliver-fast-answers-and-fast-resolutions-for-customers-while-freeing-human-agents-for-higher-order-problem-solving-and-situations-requiring-high-empathy-conversations-great-automation-examples-include-customers-wanting-to-update-their-mailing-address-or-reset-their-account-password-these-are-generally-not-instances-when-customers-want-to-have-to-call-in-to-perform-these-actions-the-service-einstein-assistance-pillar-empowers-service-agents-to-do-their-best-work-providing-timely-next-best-action-suggestions-based-on-desired-outcomes-customer-context-and-best-practices-einstein-learns-what-the-best-service-agents-do-and-uses-those-behaviors-as-the-gold-standard-to-guide-everyone-else-like-for-example-understanding-how-much-time-an-agent-should-talk-versus-the-customer-or-an-insurance-agent-s-tone-and-speed-when-talking-to-a-customer-that-just-experienced-an-emergency-finally-the-service-einstein-optimization-pillar-focuses-on-mining-workflows-and-conversations-for-frequently-performed-actions-searches-and-faqs-to-find-opportunities-for-continuous-improvement-such-as-identifying-processes-which-should-be-automated-and-where-service-agents-might-need-further-training-or-assistance\">Asynchronous, permanent messaging are simple, yet powerful concepts for how we relate to each other. <\/p>\n\n\n\n<p id=\"h-asynchronous-permanent-messaging-are-simple-yet-powerful-concepts-for-how-we-relate-to-each-other-asynchronous-just-means-that-the-conversation-doesn-t-have-to-happen-in-real-time-that-s-part-of-the-beauty-of-slack-i-can-message-you-and-if-you-re-in-another-time-zone-and-currently-asleep-or-you-re-working-from-home-and-you-have-to-focus-on-taking-care-of-your-children-for-the-next-couple-of-hours-you-can-come-back-to-the-message-when-you-re-available-and-get-back-to-me-this-is-the-reality-that-most-workers-at-home-right-now-have-to-live-with-it-s-really-important-because-it-liberates-us-in-terms-of-when-we-can-work-we-can-be-much-more-flexible-for-different-types-of-people-and-work-with-broader-sets-of-people-around-the-world-permanent-messaging-is-important-for-historical-knowledge-and-context-as-organizations-get-bigger-you-end-up-having-a-lot-of-the-same-faqs-and-conversations-across-different-pockets-of-people-because-they-re-unaware-that-someone-else-in-the-company-has-already-had-that-conversation-and-figured-out-the-answer-the-power-of-slack-is-that-all-of-those-conversations-persist-and-are-searchable-you-end-up-creating-this-evolving-knowledge-store-that-makes-the-entire-hive-mind-smarter-and-better-over-time-these-two-concepts-asynchronous-communication-and-searchable-permanent-messaging-are-game-changers-for-any-organization-for-driving-connectedness-intelligence-and-continuous-improvement-q-a-recent-study-found-slack-integrations-in-service-cloud-lead-to-an-11-improvement-in-customer-satisfaction-scores-what-are-the-specific-advantages-of-slack-first-service-that-actually-lead-to-better-customer-experiences-what-is-swarming-when-an-agent-comes-across-an-issue-she-can-t-solve-on-her-own-she-s-empowered-to-initiate-what-we-call-a-swarm-in-slack-finding-the-right-subject-matter-experts-who-can-address-the-issue-say-an-e-commerce-site-just-went-down-and-customers-can-t-log-in-the-agent-can-t-fix-this-on-her-own-so-she-can-spin-up-a-service-cloud-swarm-in-slack-with-the-devops-and-engineering-teams-to-get-the-site-back-up-as-quickly-as-possible-as-these-back-office-operations-teams-work-on-a-fix-they-can-keep-her-and-the-rest-of-the-contact-center-providing-transparency-that-they-re-actively-working-on-the-issue-for-example-sharing-that-we-estimate-the-backup-will-be-an-hour-and-will-provide-you-with-status-updates-every-15-minutes-that-transparency-through-slack-can-even-be-proactively-extended-to-customers-the-company-can-proactively-notify-all-affected-customers-about-the-site-outage-before-those-customers-pick-up-the-phone-to-call-the-contact-center-q-how-will-slack-first-service-help-service-agents-especially-new-employees-find-answers-faster-one-of-the-most-powerful-things-that-service-cloud-and-slack-can-do-together-is-surface-relevant-content-and-prior-conversations-to-service-agents-customers-often-have-the-same-questions-whether-you-re-a-new-or-veteran-agent-rather-than-interrupt-teams-with-questions-that-have-already-been-discussed-point-them-to-the-evolving-knowledge-base-already-in-slack-all-the-nuances-decisions-thinking-behind-the-decision-and-the-final-answer-that-gives-agents-the-right-solutions-faster-without-repeatedly-asking-domain-experts-the-same-questions-especially-in-emerging-knowledge-areas-such-as-product-recalls-or-developing-weather-events-like-natural-disasters-you-don-t-want-to-waste-the-time-of-the-people-on-the-ground-it-s-best-to-just-expose-all-the-problem-solving-that-they-ve-already-done-in-slack-where-messages-are-persistent-searchable-and-proactively-surfaced-to-service-agents-q-how-do-you-envision-automation-and-ai-improving-service-cloud-in-the-future-there-are-three-pillars-in-our-service-cloud-einstein-ai-approach-automation-assistance-and-optimization-for-process-automation-service-cloud-exposes-a-point-and-click-interface-for-companies-to-create-self-service-solutions-for-common-requests-through-bots-and-self-service-portals-to-deliver-fast-answers-and-fast-resolutions-for-customers-while-freeing-human-agents-for-higher-order-problem-solving-and-situations-requiring-high-empathy-conversations-great-automation-examples-include-customers-wanting-to-update-their-mailing-address-or-reset-their-account-password-these-are-generally-not-instances-when-customers-want-to-have-to-call-in-to-perform-these-actions-the-service-einstein-assistance-pillar-empowers-service-agents-to-do-their-best-work-providing-timely-next-best-action-suggestions-based-on-desired-outcomes-customer-context-and-best-practices-einstein-learns-what-the-best-service-agents-do-and-uses-those-behaviors-as-the-gold-standard-to-guide-everyone-else-like-for-example-understanding-how-much-time-an-agent-should-talk-versus-the-customer-or-an-insurance-agent-s-tone-and-speed-when-talking-to-a-customer-that-just-experienced-an-emergency-finally-the-service-einstein-optimization-pillar-focuses-on-mining-workflows-and-conversations-for-frequently-performed-actions-searches-and-faqs-to-find-opportunities-for-continuous-improvement-such-as-identifying-processes-which-should-be-automated-and-where-service-agents-might-need-further-training-or-assistance\">\u201cAsynchronous\u201d just means that the conversation doesn&#8217;t have to happen in real time. That\u2019s part of the beauty of Slack. I can message you, and if you&#8217;re in another time zone and currently asleep, or you&#8217;re working from home and you have to focus on taking care of your children for the next couple of hours, you can come back to the message when you&#8217;re available and get back to me. This is the reality that most workers at home right now have to live with. It&#8217;s really important because it liberates us in terms of when we can work. We can be much more flexible for different types of people and work with broader sets of people around the world.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><span class=\"js-twitter-inline\">&#8220;&#8216;Permanent&#8217; messaging is important for historical knowledge and context. As organizations get bigger, you end up having a lot of the same FAQs and conversations across different pockets of people because they&#8217;re unaware that someone else in the company has already had that conversation and figured out the answer.&#8221;<\/span><\/p><cite>Clara Shih, CEO, Service Cloud<\/cite><\/blockquote>\n\n\n\n<p id=\"h-asynchronous-permanent-messaging-are-simple-yet-powerful-concepts-for-how-we-relate-to-each-other-asynchronous-just-means-that-the-conversation-doesn-t-have-to-happen-in-real-time-that-s-part-of-the-beauty-of-slack-i-can-message-you-and-if-you-re-in-another-time-zone-and-currently-asleep-or-you-re-working-from-home-and-you-have-to-focus-on-taking-care-of-your-children-for-the-next-couple-of-hours-you-can-come-back-to-the-message-when-you-re-available-and-get-back-to-me-this-is-the-reality-that-most-workers-at-home-right-now-have-to-live-with-it-s-really-important-because-it-liberates-us-in-terms-of-when-we-can-work-we-can-be-much-more-flexible-for-different-types-of-people-and-work-with-broader-sets-of-people-around-the-world-permanent-messaging-is-important-for-historical-knowledge-and-context-as-organizations-get-bigger-you-end-up-having-a-lot-of-the-same-faqs-and-conversations-across-different-pockets-of-people-because-they-re-unaware-that-someone-else-in-the-company-has-already-had-that-conversation-and-figured-out-the-answer-the-power-of-slack-is-that-all-of-those-conversations-persist-and-are-searchable-you-end-up-creating-this-evolving-knowledge-store-that-makes-the-entire-hive-mind-smarter-and-better-over-time-these-two-concepts-asynchronous-communication-and-searchable-permanent-messaging-are-game-changers-for-any-organization-for-driving-connectedness-intelligence-and-continuous-improvement-q-a-recent-study-found-slack-integrations-in-service-cloud-lead-to-an-11-improvement-in-customer-satisfaction-scores-what-are-the-specific-advantages-of-slack-first-service-that-actually-lead-to-better-customer-experiences-what-is-swarming-when-an-agent-comes-across-an-issue-she-can-t-solve-on-her-own-she-s-empowered-to-initiate-what-we-call-a-swarm-in-slack-finding-the-right-subject-matter-experts-who-can-address-the-issue-say-an-e-commerce-site-just-went-down-and-customers-can-t-log-in-the-agent-can-t-fix-this-on-her-own-so-she-can-spin-up-a-service-cloud-swarm-in-slack-with-the-devops-and-engineering-teams-to-get-the-site-back-up-as-quickly-as-possible-as-these-back-office-operations-teams-work-on-a-fix-they-can-keep-her-and-the-rest-of-the-contact-center-providing-transparency-that-they-re-actively-working-on-the-issue-for-example-sharing-that-we-estimate-the-backup-will-be-an-hour-and-will-provide-you-with-status-updates-every-15-minutes-that-transparency-through-slack-can-even-be-proactively-extended-to-customers-the-company-can-proactively-notify-all-affected-customers-about-the-site-outage-before-those-customers-pick-up-the-phone-to-call-the-contact-center-q-how-will-slack-first-service-help-service-agents-especially-new-employees-find-answers-faster-one-of-the-most-powerful-things-that-service-cloud-and-slack-can-do-together-is-surface-relevant-content-and-prior-conversations-to-service-agents-customers-often-have-the-same-questions-whether-you-re-a-new-or-veteran-agent-rather-than-interrupt-teams-with-questions-that-have-already-been-discussed-point-them-to-the-evolving-knowledge-base-already-in-slack-all-the-nuances-decisions-thinking-behind-the-decision-and-the-final-answer-that-gives-agents-the-right-solutions-faster-without-repeatedly-asking-domain-experts-the-same-questions-especially-in-emerging-knowledge-areas-such-as-product-recalls-or-developing-weather-events-like-natural-disasters-you-don-t-want-to-waste-the-time-of-the-people-on-the-ground-it-s-best-to-just-expose-all-the-problem-solving-that-they-ve-already-done-in-slack-where-messages-are-persistent-searchable-and-proactively-surfaced-to-service-agents-q-how-do-you-envision-automation-and-ai-improving-service-cloud-in-the-future-there-are-three-pillars-in-our-service-cloud-einstein-ai-approach-automation-assistance-and-optimization-for-process-automation-service-cloud-exposes-a-point-and-click-interface-for-companies-to-create-self-service-solutions-for-common-requests-through-bots-and-self-service-portals-to-deliver-fast-answers-and-fast-resolutions-for-customers-while-freeing-human-agents-for-higher-order-problem-solving-and-situations-requiring-high-empathy-conversations-great-automation-examples-include-customers-wanting-to-update-their-mailing-address-or-reset-their-account-password-these-are-generally-not-instances-when-customers-want-to-have-to-call-in-to-perform-these-actions-the-service-einstein-assistance-pillar-empowers-service-agents-to-do-their-best-work-providing-timely-next-best-action-suggestions-based-on-desired-outcomes-customer-context-and-best-practices-einstein-learns-what-the-best-service-agents-do-and-uses-those-behaviors-as-the-gold-standard-to-guide-everyone-else-like-for-example-understanding-how-much-time-an-agent-should-talk-versus-the-customer-or-an-insurance-agent-s-tone-and-speed-when-talking-to-a-customer-that-just-experienced-an-emergency-finally-the-service-einstein-optimization-pillar-focuses-on-mining-workflows-and-conversations-for-frequently-performed-actions-searches-and-faqs-to-find-opportunities-for-continuous-improvement-such-as-identifying-processes-which-should-be-automated-and-where-service-agents-might-need-further-training-or-assistance\">\u201cPermanent\u201d messaging is important for historical knowledge and context. As organizations get bigger, you end up having a lot of the same FAQs and conversations across different pockets of people because they&#8217;re unaware that someone else in the company has already had that conversation and figured out the answer. The power of Slack is that all of those conversations persist and are searchable. You end up creating this evolving knowledge store that makes the entire \u201chive mind\u201d smarter and better over time. These two concepts, asynchronous communication and searchable permanent messaging, are game changers for any organization for driving connectedness, intelligence, and continuous improvement.<\/p>\n\n\n<div class=\"wp-block-image__wrapper\">\n<figure class=\"wp-block-image size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"50433-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"640\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/SwarminSlack.jpg?w=1000\" alt=\"Slack Swarm\" class=\"wp-image-50433\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/SwarminSlack.jpg 1000w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/SwarminSlack.jpg?w=300&amp;h=192 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/SwarminSlack.jpg?w=768&amp;h=492 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/SwarminSlack.jpg?w=264&amp;h=169 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/SwarminSlack.jpg?w=500&amp;h=320 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/SwarminSlack.jpg?w=678&amp;h=434 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/SwarminSlack.jpg?w=150&amp;h=96 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/SwarminSlack.jpg?w=302&amp;h=193 302w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><\/a><figcaption><em>With Slack as your Digital HQ for Service, you can instantly assemble the right team of experts from DevOps to finance in a new Slack channel to collaborate on an incident in real-time.<\/em><\/figcaption><\/figure>\n<div id=\"50433-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"640\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/SwarminSlack.jpg?w=1000\" alt=\"Slack Swarm\" class=\"wp-image-50433\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/SwarminSlack.jpg 1000w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/SwarminSlack.jpg?w=300&amp;h=192 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/SwarminSlack.jpg?w=768&amp;h=492 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/SwarminSlack.jpg?w=264&amp;h=169 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/SwarminSlack.jpg?w=500&amp;h=320 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/SwarminSlack.jpg?w=678&amp;h=434 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/SwarminSlack.jpg?w=150&amp;h=96 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/SwarminSlack.jpg?w=302&amp;h=193 302w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><figcaption><em>With Slack as your Digital HQ for Service, you can instantly assemble the right team of experts from DevOps to finance in a new Slack channel to collaborate on an incident in real-time.<\/em><\/figcaption><\/figure>\n<\/div><\/div><\/div>\n\n\n<h4 class=\"wp-block-heading\" id=\"h-q-a-recent-study-found-slack-integrations-in-service-cloud-lead-to-an-11-improvement-in-customer-satisfaction-scores-what-are-the-specific-advantages-of-integrating-slack-and-service-cloud-that-actually-lead-to-better-customer-experiences-what-is-swarming\">Q. A <a href=\"https:\/\/slack.com\/blog\/productivity\/forrester-study-total-economic-impact-of-slack-service-teams\">recent <\/a><a href=\"https:\/\/slack.com\/blog\/productivity\/forrester-study-total-economic-impact-of-slack-service-teams\" target=\"_blank\" rel=\"noreferrer noopener\">study<\/a> found Slack integrations in Service Cloud lead to an 11% improvement in customer satisfaction scores. What are the specific advantages of integrating Slack and Service Cloud that actually lead to better customer experiences? What is swarming?<\/h4>\n\n\n\n<p id=\"h-when-an-agent-comes-across-an-issue-she-can-t-solve-on-her-own-she-s-empowered-to-initiate-what-we-call-a-swarm-in-slack-finding-the-right-subject-matter-experts-who-can-address-the-issue-say-an-e-commerce-site-just-went-down-and-customers-can-t-log-in-the-agent-can-t-fix-this-on-her-own-so-she-can-spin-up-a-service-cloud-swarm-in-slack-with-the-devops-and-engineering-teams-to-get-the-site-back-up-as-quickly-as-possible-as-these-back-office-operations-teams-work-on-a-fix-they-can-keep-her-and-the-rest-of-the-contact-center-providing-transparency-that-they-re-actively-working-on-the-issue-for-example-sharing-that-we-estimate-the-backup-will-be-an-hour-and-will-provide-you-with-status-updates-every-15-minutes-that-transparency-through-slack-can-even-be-proactively-extended-to-customers-the-company-can-proactively-notify-all-affected-customers-about-the-site-outage-before-those-customers-pick-up-the-phone-to-call-the-contact-center-q-how-will-slack-first-service-help-service-agents-especially-new-employees-find-answers-faster-one-of-the-most-powerful-things-that-service-cloud-and-slack-can-do-together-is-surface-relevant-content-and-prior-conversations-to-service-agents-customers-often-have-the-same-questions-whether-you-re-a-new-or-veteran-agent-rather-than-interrupt-teams-with-questions-that-have-already-been-discussed-point-them-to-the-evolving-knowledge-base-already-in-slack-all-the-nuances-decisions-thinking-behind-the-decision-and-the-final-answer-that-gives-agents-the-right-solutions-faster-without-repeatedly-asking-domain-experts-the-same-questions-especially-in-emerging-knowledge-areas-such-as-product-recalls-or-developing-weather-events-like-natural-disasters-you-don-t-want-to-waste-the-time-of-the-people-on-the-ground-it-s-best-to-just-expose-all-the-problem-solving-that-they-ve-already-done-in-slack-where-messages-are-persistent-searchable-and-proactively-surfaced-to-service-agents-q-how-do-you-envision-automation-and-ai-improving-service-cloud-in-the-future-there-are-three-pillars-in-our-service-cloud-einstein-ai-approach-automation-assistance-and-optimization-for-process-automation-service-cloud-exposes-a-point-and-click-interface-for-companies-to-create-self-service-solutions-for-common-requests-through-bots-and-self-service-portals-to-deliver-fast-answers-and-fast-resolutions-for-customers-while-freeing-human-agents-for-higher-order-problem-solving-and-situations-requiring-high-empathy-conversations-great-automation-examples-include-customers-wanting-to-update-their-mailing-address-or-reset-their-account-password-these-are-generally-not-instances-when-customers-want-to-have-to-call-in-to-perform-these-actions-the-service-einstein-assistance-pillar-empowers-service-agents-to-do-their-best-work-providing-timely-next-best-action-suggestions-based-on-desired-outcomes-customer-context-and-best-practices-einstein-learns-what-the-best-service-agents-do-and-uses-those-behaviors-as-the-gold-standard-to-guide-everyone-else-like-for-example-understanding-how-much-time-an-agent-should-talk-versus-the-customer-or-an-insurance-agent-s-tone-and-speed-when-talking-to-a-customer-that-just-experienced-an-emergency-finally-the-service-einstein-optimization-pillar-focuses-on-mining-workflows-and-conversations-for-frequently-performed-actions-searches-and-faqs-to-find-opportunities-for-continuous-improvement-such-as-identifying-processes-which-should-be-automated-and-where-service-agents-might-need-further-training-or-assistance\">When an agent comes across an issue she can&#8217;t solve on her own, she&#8217;s empowered to initiate what we call a \u201cswarm\u201d in Slack, finding the right subject matter experts who can address the issue. Say an e-commerce site just went down and customers can&#8217;t log in. The agent can\u2019t fix this on her own, so she can spin up a Service Cloud swarm in Slack with the DevOps and engineering teams to get the site back up as quickly as possible. <\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><span class=\"js-twitter-inline\">&#8220;When an agent comes across an issue she can&#8217;t solve on her own, she&#8217;s empowered to initiate what we call a &#8216;swarm&#8217; in Slack, finding the right subject matter experts who can address the issue.&#8221;<\/span><\/p><cite>CLara Shih, CEO, Service CLoud<\/cite><\/blockquote>\n\n\n\n<p>As these back-office operations teams work on a fix, they can keep her and the rest of the contact center, providing transparency that they\u2019re actively working on the issue. For example, sharing that \u201cWe estimate the backup will be an hour and will provide you with status updates every 15 minutes.\u201d That transparency through Slack can even be proactively extended to customers. The company can proactively notify all affected customers about the site outage before those customers pick up the phone to call the contact center.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-q-how-will-the-digital-hq-for-service-help-service-agents-especially-new-employees-find-answers-faster\">Q. How will the Digital HQ for Service help service agents, especially new employees, find answers faster?<\/h4>\n\n\n\n<p id=\"h-one-of-the-most-powerful-things-that-service-cloud-and-slack-can-do-together-is-surface-relevant-content-and-prior-conversations-to-service-agents-customers-often-have-the-same-questions-whether-you-re-a-new-or-veteran-agent-rather-than-interrupt-teams-with-questions-that-have-already-been-discussed-point-them-to-the-evolving-knowledge-base-already-in-slack-all-the-nuances-decisions-thinking-behind-the-decision-and-the-final-answer-that-gives-agents-the-right-solutions-faster-without-repeatedly-asking-domain-experts-the-same-questions-especially-in-emerging-knowledge-areas-such-as-product-recalls-or-developing-weather-events-like-natural-disasters-you-don-t-want-to-waste-the-time-of-the-people-on-the-ground-it-s-best-to-just-expose-all-the-problem-solving-that-they-ve-already-done-in-slack-where-messages-are-persistent-searchable-and-proactively-surfaced-to-service-agents-q-how-do-you-envision-automation-and-ai-improving-service-cloud-in-the-future-there-are-three-pillars-in-our-service-cloud-einstein-ai-approach-automation-assistance-and-optimization-for-process-automation-service-cloud-exposes-a-point-and-click-interface-for-companies-to-create-self-service-solutions-for-common-requests-through-bots-and-self-service-portals-to-deliver-fast-answers-and-fast-resolutions-for-customers-while-freeing-human-agents-for-higher-order-problem-solving-and-situations-requiring-high-empathy-conversations-great-automation-examples-include-customers-wanting-to-update-their-mailing-address-or-reset-their-account-password-these-are-generally-not-instances-when-customers-want-to-have-to-call-in-to-perform-these-actions-the-service-einstein-assistance-pillar-empowers-service-agents-to-do-their-best-work-providing-timely-next-best-action-suggestions-based-on-desired-outcomes-customer-context-and-best-practices-einstein-learns-what-the-best-service-agents-do-and-uses-those-behaviors-as-the-gold-standard-to-guide-everyone-else-like-for-example-understanding-how-much-time-an-agent-should-talk-versus-the-customer-or-an-insurance-agent-s-tone-and-speed-when-talking-to-a-customer-that-just-experienced-an-emergency-finally-the-service-einstein-optimization-pillar-focuses-on-mining-workflows-and-conversations-for-frequently-performed-actions-searches-and-faqs-to-find-opportunities-for-continuous-improvement-such-as-identifying-processes-which-should-be-automated-and-where-service-agents-might-need-further-training-or-assistance\">One of the most powerful things that Service Cloud and Slack can do together is surface relevant content and prior conversations to service agents. Customers often have the same questions. Whether you\u2019re a new or veteran agent, rather than interrupt teams with questions that have already been discussed, point them to the evolving knowledge base already in Slack \u2014 all the nuances, decisions, thinking behind the decision, and the final answer. That gives agents the right solutions faster without repeatedly asking domain experts the same questions. <\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><span class=\"js-twitter-inline\">Especially in emerging knowledge areas, such as product recalls or developing weather events like natural disasters, you don&#8217;t want to waste the time of people on the ground. It&#8217;s best to just expose all the problem solving they&#8217;ve already done in Slack.&#8221;<\/span><\/p><cite>clara shih, ceo, service cloud<\/cite><\/blockquote>\n\n\n\n<p>Especially in emerging knowledge areas, such as product recalls or developing weather events, like natural disasters, you don\u2019t want to waste the time of the people on the ground. It\u2019s best to just expose all the problem solving that they&#8217;ve already done in Slack, where messages are persistent, searchable, and proactively surfaced to service agents.<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"93008\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/news\/linked-content\/2026-gartner-magic-quadrant-for-mdm-solutions-salesforce-informatica-is-once-again-recognized-as-a-leader\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=1024\" class=\"content-card__image\" alt=\"Graph showing Informatica ranking on 2026 Gartner Magic Quadrant for Master Data Management Solutions.\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/Informatica-Magic-Quadrant.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/linked-content\/2026-gartner-magic-quadrant-for-mdm-solutions-salesforce-informatica-is-once-again-recognized-as-a-leader\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\t2026 Gartner\u00ae Magic Quadrant\u2122 for MDM Solutions: Salesforce (Informatica) is Once Again Recognized as a Leader\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"92984\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/news\/stories\/asymbl-engine-slackbot-use-cases\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=1024\" class=\"content-card__image\" alt=\"How Engine and Asymbl Use Slackbot\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/04\/How-Engine-and-Asymbl-Are-Putting-Slackbot-to-Work.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/stories\/asymbl-engine-slackbot-use-cases\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tHow Engine and Asymbl Are Putting Slackbot to Work\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t4 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/50461\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-q-how-do-you-envision-automation-and-ai-improving-service-cloud-in-the-future\">Q. How do you envision automation and AI improving Service Cloud in the future?<\/h4>\n\n\n\n<p>There are three pillars in our Service Cloud Einstein AI approach: automation, assistance, and optimization. For automation, Service Cloud has a point-and-click interface for companies to create self-service solutions for common requests, so bots and portals can deliver customers faster resolutions. That frees human agents for higher-order problem-solving and situations requiring high-empathy conversations. Some examples include customers wanting to update their mailing address or reset their account password \u2014 generally not instances customers want to have to call in for.<\/p>\n\n\n\n<p>The Service Einstein assistance pillar empowers service agents to do their best work, providing timely, action suggestions. Einstein learns what the best agents do and uses those behaviors as the gold standard to guide everyone else, like understanding how much time an agent should talk versus the customer talking; or an insurance agent\u2019s tone when talking to a customer who just experienced an emergency.<\/p>\n\n\n\n<p>Finally, the Service Einstein optimization pillar focuses on mining workflows and conversations to find opportunities for improvement, such as identifying situations that should be automated and where service agents might need further training or assistance.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><span class=\"js-twitter-inline\">Einstein learns what the best agents do and uses those behaviors as the gold standard to guide everyone else, like understanding how much time an agent should talk versus the customer talking; or an insurance agent\u2019s tone when talking to a customer who just experienced an emergency.&#8221;<\/span><\/p><cite>clara shih, ceo, service cloud<\/cite><\/blockquote>\n\n\n\n<p>All the pillars work symbiotically. Say your contact center is getting flooded with calls, causing customers to be placed on hold for over an hour to talk to an agent. Clearly not a great customer experience. Our new Einstein Conversation Mining in Service Cloud mines these call transcripts to understand why people are calling. Our analysis can reveal the top reasons people are calling on a quarterly and monthly basis, identify opportunities for self-service via bots and portals, deflect these types of calls going forward, provide volume relief for the contact center and improve experiences for customers calling in with more complex requests requiring an agent conversation. Over time, the entire organization continuously improves, responds with agility to real-time changes, and delivers a better service experience while making better use of their workforce.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Q. How will Slack within Salesforce affect team culture?<\/h4>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/news\/stories\/collaboration-impact-on-company-culture\">76% of <\/a><a href=\"https:\/\/www.salesforce.com\/news\/stories\/collaboration-impact-on-company-culture\" target=\"_blank\" rel=\"noreferrer noopener\">workers<\/a> saying how a company collaborates is a direct reflection of work culture, so I think Slack will have a profound impact on culture. Using Slack at Salesforce has already transformed our team\u2019s connectedness, responsiveness, and speed, and replaced unnecessary meetings and emails.&nbsp;<\/p>\n\n\n\n<p>This cultural impact has never been more important than now, when many of us are stuck at home indefinitely. As my former Stanford professor Bob Sutton likes to say, \u201cCulture is a ground war, not an air war.\u201d This means culture isn&#8217;t created by cultural edicts or company values that are shared with new hires as part of their onboarding. Culture is what happens day-to-day on the ground, every interaction. Right now with so many people working from home and not being able to interact or build social capital and relationships by walking the halls of the office, Slack as a Digital HQ provides a digital substitute for those one-to-one, one-to-few, or one-to-many interactions. The expressiveness of gifs, emojis while sometimes fun on the surface, that&#8217;s what creates levity, and we all need that in the workplace.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><span class=\"js-twitter-inline\">Culture is what happens day-to-day, on the ground, every interaction&#8230; the expressiveness of gifs, emojis, while sometimes fun on the surface, that&#8217;s what creates levity, and we all need that in the workplace.&#8221;<\/span><\/p><cite>clara shih, ceo, service cloud<\/cite><\/blockquote>\n\n\n\n<p><em>For more innovations and features in the latest Service Cloud, click <a href=\"https:\/\/www.salesforce.com\/news\/stories\/new-automation-ai-innovations-from-service-cloud-360\/?utm_source=twitter&amp;utm_medium=organic_social&amp;utm_campaign=amer_cbaw&amp;utm_content=AMER%2CEnglish%2Clink%2CNewsroom%2Cnewsroom+DF21%2Cnewsroom+slack\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a><a href=\"https:\/\/www.salesforce.com\/news\/stories\/new-automation-ai-innovations-from-service-cloud-360\/?utm_source=twitter&amp;utm_medium=organic_social&amp;utm_campaign=amer_cbaw&amp;utm_content=AMER%2CEnglish%2Clink%2CNewsroom%2Cnewsroom+DF21%2Cnewsroom+slack\">.<\/a><\/em><\/p>\n\n\n\n<p><em>One-on-one with M<em>arketing Cloud\u2019s EVP on the benefits of using Slack as your Digital HQ for Marketing &nbsp;<a href=\"https:\/\/www.salesforce.com\/news\/stories\/marketing-cloud-gm-on-slack-first-marketing-advantages\/\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a><\/em><a href=\"https:\/\/www.salesforce.com\/news\/stories\/new-automation-ai-innovations-from-service-cloud-360\/?utm_source=twitter&amp;utm_medium=organic_social&amp;utm_campaign=amer_cbaw&amp;utm_content=AMER%2CEnglish%2Clink%2CNewsroom%2Cnewsroom+DF21%2Cnewsroom+slack\" target=\"_blank\" rel=\"noreferrer noopener\"><br><br><\/a>How AI and Einstein will <a href=\"https:\/\/www.salesforce.com\/news\/stories\/first-glimpse-of-how-salesforce-and-slack-will-simplify-work\/\" target=\"_blank\" rel=\"noreferrer noopener\">supercharge<\/a><a href=\"https:\/\/www.salesforce.com\/news\/stories\/first-glimpse-of-how-salesforce-and-slack-will-simplify-work\/\"> productivity<\/a>, according to Salesforce\u2019s SVP of Product Management for Slack.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>What\u2019s the most time you\u2019ve spent on hold with customer service? How frustrated were you? Imagine a world where that wait time is non-existent. That\u2019s just part of the potential future with Slack as your Digital HQ for Service. Clara Shih, the CEO of Service Cloud, explains some of the wide-ranging benefits of bringing Service [&hellip;]<\/p>\n","protected":false},"author":315,"featured_media":51380,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[1730],"sf_theme":[1912],"sf_topic":[1737,2068,1734,1757,1744,1726,1732],"sf_product":[1772,2363,2410],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1724],"sf_collection":[2378,2838],"sf_visibility":[],"coauthors":[2377],"class_list":["post-50461","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-feature-stories","sf_theme-digital-transformation","sf_topic-artificial-intelligence","sf_topic-customer-360","sf_topic-customer-engagement","sf_topic-customer-service-and-support","sf_topic-customer-success","sf_topic-digital-transformation","sf_topic-future-of-work","sf_product-agentforce-service","sf_product-customer-360","sf_product-slack","sf_location-amer","sf_collection-df21","sf_collection-future-of-crm"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Goodbye to Being on Hold for Hours: Service Cloud CEO on How Slack Enhances Service Cloud - Salesforce<\/title>\n<meta name=\"description\" content=\"What\u2019s the most time you\u2019ve spent on hold with customer service? How frustrated were you? Imagine a world where that wait time is non-existent. That\u2019s\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Goodbye to Being on Hold for Hours: Service Cloud CEO on How Slack Enhances Service Cloud\" \/>\n<meta property=\"og:description\" content=\"What\u2019s the most time you\u2019ve spent on hold with customer service? How frustrated were you? Imagine a world where that wait time is non-existent. That\u2019s\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/salesforce\/\" \/>\n<meta property=\"article:published_time\" content=\"2021-09-16T16:01:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-09-16T21:43:47+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/921_ClaraSlack.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Cary Chow\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@salesforcenews\" \/>\n<meta name=\"twitter:site\" content=\"@salesforcenews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Cary Chow\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"9 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/news\/#\/schema\/person\/image\/586463e7779689c3263a92a9c41bddec\"}],\"headline\":\"Goodbye to Being on Hold for Hours: Service Cloud CEO on How Slack Enhances Service Cloud\",\"datePublished\":\"2021-09-16T16:01:00+00:00\",\"dateModified\":\"2024-09-16T21:43:47+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/\"},\"wordCount\":1876,\"publisher\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/921_ClaraSlack.jpg\",\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/\",\"url\":\"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/\",\"name\":\"Goodbye to Being on Hold for Hours: Service Cloud CEO on How Slack Enhances Service Cloud - Salesforce\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/921_ClaraSlack.jpg\",\"datePublished\":\"2021-09-16T16:01:00+00:00\",\"dateModified\":\"2024-09-16T21:43:47+00:00\",\"description\":\"What\u2019s the most time you\u2019ve spent on hold with customer service? How frustrated were you? Imagine a world where that wait time is non-existent. That\u2019s\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/#primaryimage\",\"url\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/921_ClaraSlack.jpg\",\"contentUrl\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/921_ClaraSlack.jpg\",\"width\":1200,\"height\":675},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.salesforce.com\/news\/#website\",\"url\":\"https:\/\/www.salesforce.com\/news\/\",\"name\":\"Salesforce\",\"description\":\"Get the latest Salesforce press releases, announcements, stories, and media contacts. See today\u2019s CRM news.\",\"publisher\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.salesforce.com\/news\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.salesforce.com\/news\/#organization\",\"name\":\"Salesforce\",\"url\":\"https:\/\/www.salesforce.com\/news\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.salesforce.com\/news\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/default.jpg\",\"contentUrl\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/default.jpg\",\"width\":1200,\"height\":630,\"caption\":\"Salesforce\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/salesforce\/\",\"https:\/\/x.com\/salesforcenews\",\"https:\/\/www.linkedin.com\/company\/salesforce\/\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.salesforce.com\/news\/#\/schema\/person\/image\/586463e7779689c3263a92a9c41bddec\",\"name\":\"Cary Chow\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g23494c9101089ad44ae88ce9d2f56aac\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g\",\"caption\":\"Cary Chow\"},\"url\":\"https:\/\/www.salesforce.com\/news\/stories\/author\/cary-chow\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Goodbye to Being on Hold for Hours: Service Cloud CEO on How Slack Enhances Service Cloud - Salesforce","description":"What\u2019s the most time you\u2019ve spent on hold with customer service? How frustrated were you? Imagine a world where that wait time is non-existent. That\u2019s","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/","og_locale":"en_US","og_type":"article","og_title":"Goodbye to Being on Hold for Hours: Service Cloud CEO on How Slack Enhances Service Cloud","og_description":"What\u2019s the most time you\u2019ve spent on hold with customer service? How frustrated were you? Imagine a world where that wait time is non-existent. That\u2019s","og_url":"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/","og_site_name":"Salesforce","article_publisher":"https:\/\/www.facebook.com\/salesforce\/","article_published_time":"2021-09-16T16:01:00+00:00","article_modified_time":"2024-09-16T21:43:47+00:00","og_image":[{"width":1200,"height":675,"url":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/921_ClaraSlack.jpg","type":"image\/jpeg"}],"author":"Cary Chow","twitter_card":"summary_large_image","twitter_creator":"@salesforcenews","twitter_site":"@salesforcenews","twitter_misc":{"Written by":"Cary Chow","Est. reading time":"9 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"NewsArticle","@id":"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/#article","isPartOf":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/"},"author":[{"@id":"https:\/\/www.salesforce.com\/news\/#\/schema\/person\/image\/586463e7779689c3263a92a9c41bddec"}],"headline":"Goodbye to Being on Hold for Hours: Service Cloud CEO on How Slack Enhances Service Cloud","datePublished":"2021-09-16T16:01:00+00:00","dateModified":"2024-09-16T21:43:47+00:00","mainEntityOfPage":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/"},"wordCount":1876,"publisher":{"@id":"https:\/\/www.salesforce.com\/news\/#organization"},"image":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/921_ClaraSlack.jpg","inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/","url":"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/","name":"Goodbye to Being on Hold for Hours: Service Cloud CEO on How Slack Enhances Service Cloud - Salesforce","isPartOf":{"@id":"https:\/\/www.salesforce.com\/news\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/#primaryimage"},"image":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/921_ClaraSlack.jpg","datePublished":"2021-09-16T16:01:00+00:00","dateModified":"2024-09-16T21:43:47+00:00","description":"What\u2019s the most time you\u2019ve spent on hold with customer service? How frustrated were you? Imagine a world where that wait time is non-existent. That\u2019s","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.salesforce.com\/news\/stories\/service-cloud-ceo-on-slack-first-service-enhancements\/#primaryimage","url":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/921_ClaraSlack.jpg","contentUrl":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/921_ClaraSlack.jpg","width":1200,"height":675},{"@type":"WebSite","@id":"https:\/\/www.salesforce.com\/news\/#website","url":"https:\/\/www.salesforce.com\/news\/","name":"Salesforce","description":"Get the latest Salesforce press releases, announcements, stories, and media contacts. See today\u2019s CRM news.","publisher":{"@id":"https:\/\/www.salesforce.com\/news\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.salesforce.com\/news\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.salesforce.com\/news\/#organization","name":"Salesforce","url":"https:\/\/www.salesforce.com\/news\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.salesforce.com\/news\/#\/schema\/logo\/image\/","url":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/default.jpg","contentUrl":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/default.jpg","width":1200,"height":630,"caption":"Salesforce"},"image":{"@id":"https:\/\/www.salesforce.com\/news\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/salesforce\/","https:\/\/x.com\/salesforcenews","https:\/\/www.linkedin.com\/company\/salesforce\/"]},{"@type":"Person","@id":"https:\/\/www.salesforce.com\/news\/#\/schema\/person\/image\/586463e7779689c3263a92a9c41bddec","name":"Cary Chow","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g23494c9101089ad44ae88ce9d2f56aac","url":"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g","caption":"Cary Chow"},"url":"https:\/\/www.salesforce.com\/news\/stories\/author\/cary-chow\/"}]}},"jetpack_featured_media_url":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2021\/09\/921_ClaraSlack.jpg","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Salesforce","distributor_original_site_url":"https:\/\/www.salesforce.com\/news","push-errors":false,"_links":{"self":[{"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/50461","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/users\/315"}],"replies":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/comments?post=50461"}],"version-history":[{"count":50,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/50461\/revisions"}],"predecessor-version":[{"id":53466,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/50461\/revisions\/53466"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/media\/51380"}],"wp:attachment":[{"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/media?parent=50461"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/categories?post=50461"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/tags?post=50461"},{"taxonomy":"sf_content_type","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_content_type?post=50461"},{"taxonomy":"sf_theme","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_theme?post=50461"},{"taxonomy":"sf_topic","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_topic?post=50461"},{"taxonomy":"sf_product","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_product?post=50461"},{"taxonomy":"sf_industry","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_industry?post=50461"},{"taxonomy":"sf_role","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_role?post=50461"},{"taxonomy":"sf_multimedia_asset","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_multimedia_asset?post=50461"},{"taxonomy":"sf_location","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_location?post=50461"},{"taxonomy":"sf_collection","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_collection?post=50461"},{"taxonomy":"sf_visibility","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_visibility?post=50461"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/coauthors?post=50461"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}