I am looking to see if it is possible to connect Slack channels to a Salesforce community group.
The use case:
- Today we use Salesforce Service cloud for internal employee support for HR and IT cases.
- Today we also use Slack and teams have started to create channel on "support".
It would be great is I could connect this with the features of Salesforce community groups, like moderation, upvote, downvote, "Selected as the best answer", analytics.
Any ideas? @* Work.com *@* Experience Cloud *@* Service Cloud *@IdeaExchange@* Salesforce Platform *
Let me see if I understand your question here. So, you have a community group and a Slack channel that both allow users to go to either one for the same topic? If so, are you looking to:
1. Connect the corresponding community group and Slack channels so that they pass messages and activity to each other, so they're 'in-sync' (i.e. message posted in community group shows in Slack channel)
2. Keep them separate but have community functionality (up vote, down vote, best comment etc) available in the Slack channel
3. Or both of the above?
Here's my thoughts:
The Service Cloud for Slack app does not do any of this today and that's what this group is specifically focused on.
#1 could potentially be partially achieved using Flow. There's a beta Slack Flow Action called Send Message, which based on salesforce activity sends a message to Slack. If you're using one of the Salesforce Slack apps, like Sales/Service Cloud for Slack, you could have a flow send the message to your Slack Channel when a comment is created in the community group. You'd need the NetworkScope (CommunityID) and ParentID (CommunityGroupID) to set up the flow and when a feeditem matching those criteria is created, it could send a message to your chosen Slack channel so it appears in both places. It would only be 1 way though, so the two wouldn't really be in sync.
Later this year (safeharbor), we'll have the Apex for Slack SDK beta available where you might be able to build a custom app that gets you closer to what you're looking at achieving here.
