How To Integrate Salesforce With Slack

Both Salesforce and Slack are powerful business technologies on their own. Salesforce is the global No. 1 CRM, integration, and analytics platform. Slack is the world’s cutting-edge communications tool.

Based on Forrester’s The Total Economic Impact Study, Slack Salesforce integration can bring sales teams $2.6M gained from faster deal closing, 338% in 3-year ROI, and $2.6M saved on service tickets.

How to Integrate Salesforce with Slack

You have three main options to perform Slack and Salesforce integration:

  • Buy directly in a Salesforce Customer 360 product package
  • Integrate Slack with Salesforce via third-party solutions
  • Integrate Salesforce with Slack by installing an app on AppExchange and the app from Slack App Directory

If you choose to integrate Salesforce with Slack via a Slack AppExchange app, your plan will look like this.

1.  Salesforce Slack Integration via Third-Party Solutions

You can execute Salesforce and Slack integration via three independent integration solutions:

  • Zapier.com
  • Automate.io
  • Workauto.com

The main advantage of these three tools is that they are quite powerful for integrating multiple systems through robust filters and rules. They offer out-of-the-box integrations for nearly every solution on the market, so you can synchronize apps seamlessly within Salesforce.

The key disadvantages are that these connectors are not free so you will have to pay not only for the system you are going to connect to but for the third-party integrator as well.

Besides that, Salesforce claims that they haven’t vetted integrations via these solutions, so you need to be careful when deploying them.

2. How to Connect Slack via the Native Integrations and APIs

Both Salesforce App for Slack and Slack App for Salesforce is free prebuilt integrators allowing users to unify communication and data management on both ends in Salesforce in Slack.

They are available both on the Salesforce Lightning and Classic platform versions and for all editions (except for Essentials) and support Sales Cloud and Service Cloud.

There are two apps that connect Slack to Salesforce. Each app provides different functionality:

The Slack App for Salesforce

  • Is available in Salesforce AppExchange
  • Enables viewing Slack messages associated with a record
  • Allows sending Salesforce records to Slack
  • Enables set up of record alerts in Slack channels

The Salesforce App for Slack

Available in the Slack App Directory

  • Enables viewing Salesforce records for standard objects and any configured custom objects
  • Provides routing of relevant alerts to channels
  • Allows adding Slack messages to Salesforce records

To make CRM integration with Slack a two-way process you need to download these two apps. After successful Salesforce Slack synchronization, you’ll be able to leverage real-time notifications about Salesforce records changes directly in Slack and know when records are assigned to you from Slack, and get in-app Salesforce notifications or emails.

However, the Salesforce Slack integration doesn’t end up with the installation because both platforms require certain configurations to ensure complete success.

If you need assistance with the configuration or customization of Salesforce org or Slack, our team of Salesforce consultants and developers is ready to answer all your questions and build your individual optimization roadmap.

How to Configure Salesforce Slack Integration

1. Configure Salesforce Org

Decide on how the Salesforce Org will sync with Slack

Via Slack Actions

To enable them you need to:

  • Add the Quick Actions “Send to Slack” and “Slack Alerts” to page layouts
  • Click the “Add Actions to Layouts” button to add both Actions
  • Use the Global Actions Manager in Salesforce Setup, if you need to add/remove Slack actions

Via Slack Message Viewer Component

To enable it you need to:

  • Add a Lightning component to Lightning Pages
  • Click the “Add Component to Pages” button

2. Automation Configuration

Message Destination is an automation configuration that is used together with the “Send to Slack” invocable method in Process Builder/Flow.

It tells Flow/Process Builder where to post the message in Slack. This automation configuration allows for Creating New Message Destination, Choosing Its Name, Slack Workspace, and Slack Channel or a Person.

Each Message Destination has its own unique auto-generated ID. If you plan to create automation (Flow/Process Builder now), click on the Copy icon.

3. How to Search and Share Salesforce Records in Slack

By default, the Salesforce app will return search results for six standard Salesforce objects:

  • Account
  • Case
  • Contact
  • Lead
  • Opportunity
  • Task

But you may search for custom objects as well if you have permission for this.

To search for and share a Salesforce record in Slack, follow the steps below:

  • Click the plus icon next to the message field
  • Search for and select Find and share a record from the menu
  • Below Search records, enter the name of the record you’re looking for (or select it from the drop-down menu)
  • Click View record
  • Click Share
  • Choose a conversation from the drop-down menu and click Share
  • Click Done

4. How to Enable Salesforce Alerts in Slack

There are three types of Salesforce alerts you can activate in your Slack workspace:

  • My Alerts will notify you when records that are assigned to you change
  • Channel Alerts notify a channel when a single record or object you’ve chosen changes
  • Bulk Alerts notify a channel when a specific record type you’ve chosen changes

How to Enable My Alerts

Salesforce app notifies users when a record is assigned to them in Salesforce by default.

To enable other alerts for standard and custom object record changes in Slack, you have to follow the steps below:

  • From your desktop, click Apps at the top of your left sidebar Or Click More to find it
  • Choose the Salesforce app
  • Ensure you’re on the Home tab
  • Click Set Up My Alerts
  • Check the box next to each alert you’d like to get
  • Click Save

How to Manage Channel Alerts

To notify about Salesforce record changes in a channel in Slack, you can enable a channel alert:

  • Click the plus icon next to the message field
  • Choose Add/edit alerts for a channel from the menu
  • Select a channel from the drop-down menu
  • Click Add a record
  • Select a record from the drop-down menu below Search records
  • Click View record
  • Click Add to [Channel Name]
  • Check the box next to each alert you’d like to post to the channel
  • Click Save

How to Enable Bulk Alerts

With bulk alerts, you can notify a channel about all record updates of a particular type. To set them up you need to:

  • From your desktop, click Apps at the top of your left sidebar OR click More to find it
  • Choose Salesforce app
  • Ensure you’re on the Home tab
  • Click Add Bulk Alert
  • Select a channel from the drop-down menu
  • Click Next
  • Choose a record type
  • Click Next
  • Click Add to [Channel Name]
  • Uncheck the box next to any changes you don’t want to post to the channel
  • Click Save

How to Configure Custom Alerts

Once you’ve chosen the object, you need to decide whether this alert will be applied at the:

Object-level: An alert will be sent when any record of the chosen object type satisfies the specified criteria.

Record level: An alert will be sent when an individual record of the selected object type satisfies the specified criteria.

Prior to setting up a custom alert, you should apply Slack permission set “Slack Standard User”. Then:

  • Enable Custom Objects if you have to apply any notifications and you can set up a custom alert
  • For example, if you want to create a Demo alert, you can select any Object like Account, Case, Contact, or Lead
  • Select an alert type: Object Level or Record Level
  • If you select a Record Level, select a Field (like Description, Amount, Probability %)
  • Select when you want to set the notification. For example, when a Probability% is greater than 50%
  • Set up Org Configuration

You can add buttons, for example, to the Lead layout.

You can also apply Slack Messages Viewer to the Record Pages.

There are two buttons: Send to Slack and Slack Alerts

Send to Slack button enables manual sending of the Salesforce Lead information to Slack.

You can select to which Workspace and which channel you want to send this Lead.

And thanks to the Slack Alerts button you can automate alerts management and choose from available alert types.

In Salesforce, you can go to a Process Builder and set it up for Slack Leads.

There you can run Apex Class, for example, to Post a Message in Slack.

You also need to set up Apex Variables like Message Destination ID, Record ID, and Message that you want to see.

Thanks to this you’ll see the Alert Message together with the Lead record.

If you want, you can subscribe to this record by clicking Manage Alerts.

In another Slack channel, opportunities you can apply search, there you can subscribe to some channels, you can set alerts for a record, or add bulk alerts (for example, to subscribe to all records).

In turn, you’ll be able to see related Slack messages on the Opportunity record in Salesforce.

Adding messages is a two-way process, you can make them visible in Salesforce in the Related Slack Messages block.

If Salesforce alerts don’t work, you can try disconnecting and reconnecting your Salesforce account from Slack. Then you need to reauthorize your connection to Slack in Salesforce and reconfigure your channel alerts.

In Conclusion

Salesforce and Slack are long-term established leaders in their market niches and by joining them you can multiply their benefits almost infinitely. To unlock their full potential you need to integrate, configure and manage them effectively.  

source: https://www.forcetalks.com/blog/salesforce-slack-integration-and-configuration-our-tried-and-trusted-approaches/

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