Team Communication - Embedded Slack Integration (Renewals)

Sam Gunter Updated by Sam Gunter

Purpose

The purpose of this article is to provide an overview of how to use embedded Slack for ongoing team communication within the platform.

Embedded Slack provides a streamlined solution for continuous conversation and real-time collaboration directly alongside record data, eliminating the need to context-switch between external applications. Instead of placing Slack in the main tabbed workspace view, the integration is positioned within the right-hand Feed/Timeline/Engagement component to maintain context while keeping conversations visible.

Intended Audience

  • Customer Service Managers (CSMs / CSRs)
  • Renewal Specialists (RSs)
  • Operations Staff

Notes

  • The embedded Slack integration is being soft-rolled out initially to CSM and RS teams.
  • The Slack tab is embedded in the right-hand sidebar alongside Feed, Timeline, and Engagement.

How To Access & Use Embedded Slack

To access and send messages in Salesforce via embedded Slack, follow the steps below:

  1. Open the record or account view where you wish to communicate.
  2. Locate the right-hand panel containing the Feed, Timeline, and Engagement components.
  3. Click on the Slack tab on the right component panel.
  4. View existing conversation threads or send messages directly within the embedded window.

To Access and send messages via Slack follow the steps below:

  1. Locate the Salesforce Group on your left sidebar
  2. Locate the record you want to chat about
    1. If the record you are or looking for cannot be located, please open Salesforce to locate the channel on the record page. Once a message has been sent, the channel should show up in Slack

Expected Use Cases

  • Renewals team need to knows
    • Upsell conversations - past & present
    • Champions/power users
    • Admin changes (principal retiring at the end of school year, for example)
    • Competitors that are utilized
    • Split account info
    • District targeted for consolidation (requests to pause school level renewal conversations)
    • Schools expected to close or consolidate
    • Budget knowledge (they lost T1, student population decreased, etc.)
    • Relaying quote requests
    • Any other info related to the renewal that is discussed throughout the year (potential upgrades/downgrades)

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