Slack helps Salesforce support team improve case close rate by 29%.

Learn how service teams swarm in Slack to provide faster customer service.

3 min read

Products Used

Slack

Service Cloud

With Slack and Service Cloud, Salesforce service agents collaborate seamlessly, cutting their case backlog by 64% and improving resolution time by 29% with case swarming, integrated tools, and data.

The Challenge

Multiple chat apps meant crossed lines of communication and slower resolution times.

When a customer opens a service ticket with the Customer Success Group (CSG), it often requires several teams to resolve it. But different teams within Salesforce worked and communicated across different apps, including Google Hangouts, email, and text. Agents had to toggle back and forth between conversations and risked missing important context. Without a centralized communication platform, service teams couldn’t resolve cases as quickly as customers demanded.

How Salesforce Helps

Service agents reduced backlog by 64% with case swarming in Slack.

Today, Salesforce service agents use Slack to collaborate with all relevant cross-functional teams in one place. All conversations about open cases take place in Slack channels and threads.

Now, if a ‌critical issue arises with a major client’s software, agents can swarm around a case in a dedicated channel. Swarming is exactly what it sounds like: Everyone jumps in to rally around a specific case. The case owner remains the primary agent, reducing handoffs and ensuring continuity.

Key benefits for the team:

Efficiency: Fewer cases are handed off to underqualified staff.
Speed: Experts provide service answers faster in one place.
Focus: Agents spend more time on complex cases and less time on routine tasks.

As a result, agents resolve cases faster and managers have seen a 64% decrease in backlog tickets.

Workflow Builder automates manual tasks to give agents more free time.

Agents can also easily automate routine tasks using Slack's Workflow Builder. This intuitive, no-code tool lets service agents automate routine functions like reporting outages, collecting requests from teams, refunding customer overpayments, and collecting product feedback. This frees up agents’ time to focus on more complex cases.

For example, once submitted through a workflow, the approval request routes to all stakeholders, including the agent’s manager, and a record of the issue is shared in the appropriate account channel. All necessary parties are informed so they can review and approve in minutes. Agents can use these workflows within designated channels.

Slack and Service Cloud reduce steps for agents to log case updates.

Salesforce Customer Support increases productivity with Slack’s flexible platform by integrating critical applications like Service Cloud, making it simple for agents to escalate and resolve cases. Now, agents can access and manage cases directly in Slack, without having to toggle between multiple systems. If they need to comment on a case, they can easily do so in Slack, and the integration will update the case record in Service Cloud automatically.

Being able to quickly find, share, and act on information across tools without juggling tabs means service agents can find context and answers faster while remaining focused on serving more customers. That means employees are spending more time sharing relevant files and resources for complex cases, not swivel-chairing between different systems.

As a result, service teams have seen a 29% improvement in its case close rate and a 19% time reduction to resolve incidents, on average.

Slack helps us get the resolution faster. We have the ability to pull multiple groups of people into a conversation quickly to collaborate. Because Slack connects to our system of record, we can pull information without having to duplicate work.

Mahua Choudhury-Hironaga

VP, Operations, Salesforce