#SalesforceLive For having incident management pulled in with Slack channels, is the idea to be able to have Salesforce support into those slack channels if the incident is due to a Salesforce support issue?

Hi Melanie,

If you’re referring to the Incident Management integration with Slack, the purpose is primarily to bring incident information, collaboration, and notifications into the relevant Slack channels. 

It doesn’t automatically mean that Salesforce Support is pulled into the Slack channel when the underlying incident is a Salesforce platform/support issue. Salesforce Support engagement would generally still follow the normal support case process. 

If you’re seeing a specific feature or release note that suggests otherwise, please share it and we can clarify the intended behavior.