Connecting Slack to Salesforce
# | Instructions |
---|---|
1 | Go to Integrations. |
2 | Select Salesforce and login through the Salesforce authentication flow. |
Website
of the Salesforce record. You can review and update these to make sure connections are set up correctly in Channels.
Type
field is set to Hidden
by default. Channeled sets this field to Type
= Slack
for syncing Slack activities onto the Activity Feed, so you should change this to enable visibility/editability:
In Salesforce Classic
Setup
> Build
> Customize
> Activities
> Task Fields
.Type
.Set Field-Level Security
.
Enable visibility for users and click Save.Task Page Layouts
.Gear icon
> Setup
> Object Manager
Task
on the Quick Find box.Fields & Relationships
.Type
field labelSet Field-Level Security
.Page Layouts
.Sync customer threads
, and select Save.
Automated activity sync
enabled. If you want to push historical Slack threads into Salesforce retroactively, you can do so with a manual sync.
# | Instructions |
---|---|
1 | Go to Channels and select the customer channels to sync historical data into. |
2 | Select the Options button and choose Sync Salesforce . |
3 | Select a timeframe to sync historical Slack activity into Salesforce. |
4 | Confirm the account mappings in Salesforce that each channel’s Slack activity will be synced back into. |
5 | Select Sync Slack activity. |
Sync Slack Metrics
, and choose the individual Salesforce fields to map for each metric. When you are finished, select Save.
Metric | Instructions |
---|---|
First response time | For threads created in the last 30 days that have a first response, calculates the first response time in minutes . We recommend syncing this to a number type property in Salesforce. String fields are also accepted. |
Resolution time | For threads marked Completed in the last 30 days, calculates the resolution time in minutes . We recommend syncing this to a number type property in Salesforce. String fields are also accepted. |
Message volume | Volume of new threads created in the last 30 days. We recommend syncing this to a number type property in Salesforce. String fields are also accepted. |
Last message date | Captures the timestamp of the last message from a given customer. We recommend syncing this to a date type property in Salesforce. String fields are also accepted. |
Escalated to support % | Captures the % of threads converted to helpdesk (Zendesk, Intercom, or Freshdesk) tickets. We recommend syncing this to a percentage type property in Salesforce. String and number fields are also accepted. |
Positive sentiment | Captures the % of threads calculated as positive sentiment. We recommend syncing this to a percentage type property in Salesforce. String and number fields are also accepted. |
Negative sentiment | Captures the % of threads calculated as negative sentiment. We recommend syncing this to a percentage type property in Salesforce. String and number fields are also accepted. |
# | Instructions |
---|---|
1 | Go to the Salesforce Native App subtab under Salesforce in your Integrations. |
2 | Select Install Channeled for Salesforce. You will be re-directed to a Salesforce AppExchange Installation flow. Select install for all users and roles . |
3 | Update your page layouts in Lightning to include the Create Slack Channel button. |
4 | Under your Salesforce Native AppSet your default owners, notification channels, and onboarding template. Each of these are optional. |
5 | Select Save Settings . |
# | Instructions |
---|---|
1 | On a Salesforce Account page, select Edit Page under Setup . |
2 | Select the page Highlight Panel . |
3 | Select Add Action |
4 | Under Actions , select Create Slack Channel. |
5 | Save your page layout by selecting Save |
6 | Repeat these steps if you have multiple Account Layouts in Salesforce. |
# | Instructions |
---|---|
1 | In Salesforce Admin Setup, select Account Page Layouts under the Account Object Configuration. |
2 | Click Edit next to the layouts you want to edit. |
3 | Under Mobile and Lightning Actions , select Create Slack Channel |
4 | Click Save or Quick Save to save your page layout. |