Set Up and Configure Salesforce Channels
Learning Objectives
After completing this unit, you’ll be able to:
- Set up Salesforce channels.
- Configure objects and additional settings in Salesforce channels.
You just learned how Salesforce channels lead to deeper collaboration, faster decision-making, and smarter problem solving across teams and lines of business. Now, get Salesforce channels set up in your Salesforce and Slack instances so your teams can get to work, too. To begin, you must have Admin permissions to configure Salesforce channels.
Connect Salesforce and Slack
To get started with Salesforce channels, first connect your Salesforce org to your Slack instance. You can either connect to an existing Slack instance or, if your team is new to Slack, you can create with a new workspace. To create a new Slack workspace and have it automatically connected, go to Salesforce Setup, Guided Slack Setup page.
For more information, follow the steps outlined on Slack Help Center: Connect Salesforce and Slack.
Configure Objects
Once you connect Salesforce and Slack, you can configure which object types you’d like to enable Salesforce channels for. You can activate both standard objects that come default with Salesforce and custom objects that your team creates to store specific data most relevant to your organization or business needs. Here are the most common standard object types that teams opt to enable for Salesforce channels.
|
Object Type
|
Salesforce Channels Functionality
|
|---|---|
Account channels |
Account channels are the home base for the entire account team. In account channels, team members can share insights and activity, collaborate on relevant customer data, and view active customer management conversations to spot cross-sell and upsell opportunities. Use account channels to align and execute on strategic initiatives at the customer level. |
Opportunity channels |
Opportunity channels are the strategic deal room for sales teams. Use opportunity channels for complex deals that require deep collaboration, especially across functions. Bring together context and conversations to keep everyone aligned. Get leaders caught up fast on deal progress so they can jump in and provide immediate guidance. |
Case channels |
Case channels are the hub for managing customer requests and issues that require teamwork to solve. Use case channels to capture real-time information and inquiries, collaborate on issues, provide support, and track progress toward resolutions with the entire team aligned. |
If you created a Slack workspace via the Guided Slack Setup page, Salesforce channels are enabled for several objects by default.
Step 1: Activate Objects
The first step is to activate objects that you wish to have a Salesforce channel.
- Navigate to the Slack Channels for Records setup page.
- Enable Show Slack Button on Selected Objects toggle - this controls if the Slack button shows up on record pages or not
- Add objects that are permitted to have Salesforce channels.
- When an end user views an object’s record in Slack, they see the option to Create or View a Salesforce channel.
- If there is a specific record page you do not want the Slack button to appear, you can hide it via Lightning App Builder
If you already have channel configurations created in Slack, you should see them synced to the Salesforce side.
For more information, follow the steps outlined on Slack Help Center: Create and manage Salesforce channel configurations.
Configure Additional Settings
To optimize the Salesforce channels experience, you can configure additional settings, such as whether channels should be public or private, and record preview layouts.
Grant Access to Users
Existing Slack users can get started with Salesforce channels immediately once you enable them. If your company is new to Slack, add new users. For more information, follow the steps outlined on Slack Help Center: Invite new members to your workspace.
Security Controls
Salesforce channels are enabled with enterprise grade security controls. Admins can configure the right settings to protect their teams’ and organization’s most sensitive data. For more information, review Slack Help Center: Slack data security and privacy policies.
End-User Experience
Once you activate Salesforce channels for your organization, team members can start discussions, collaborate effortlessly, and create quality customer experiences. Any user with access to the Salesforce record can participate in the conversation, giving them instant transparency and visibility across the customer journey.
Unlock the Full Value Slack
Now you know that Salesforce channels are the best place to connect team conversations and customer data across Salesforce and Slack. Luckily, the magic doesn’t stop there. Slack is where you can collaborate with anyone, including teammates, agents, contractors, vendors, and customers. Businesses worldwide rely on Slack to improve their internal operations, reduce manual work with AI, and securely store their team’s knowledge.
Now with Salesforce channels, everyone across your organization holds the context and the power of real-time collaboration and customer success! Time to get to work.
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