Slack Salesforce Service bi-directional integration

Work in Slack and/or in Salesforce and Worknet will ensure that both environments are in sync. Take advantage over Salesforce SLA and Knowledge management and Slack's ability to get teams to effectively collaborate and help each other.  

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what Worknet can do for you

upsell/cross sell
ticket deflection
customer satisfaction

Worknet’s ability to turn threads into Salesforce cases was a game changer for us”

Director of Customer Support, Enterprise Accounts

Two clicks setup 

  • Install the Slack Worknet app

  • Connect it to your Salesforce service by simply typing the subdomain

  • Bi-directional sync is enabled

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Create a ticket

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  • Click the emoji and a ticket is created

  • You can modify certain properties from Slack Including:

    • Status

    • Prioirty

    • Assignee

    • Type

    • Tags

 

Sync messages & auto status update

Messages posted in Slack will be synched to Salesforce

Messages posted in Salesforce will be posted back to Slack

Status will automatically be changed based on messages.

  1. As en example when a customer sends a Slack message the Salesforce ticket will be reopened. 

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Support internal notes

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  • You can add an internal notes only for your team in Slack 

  • It'll be synchronized back to Salesforce as an internal note

  • And you can post an internal note in Salesforce which will be shown in the Slack thread only for your team

 

reports

  • Obtain service metrics regarding Slack messages.

  • See customer success metrics such as first touch, response time and time-to-resolution.

  • Present team productivity in a leaderboard.

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integrated controls

  • Seamless integration with Salesforce and Zendesk.

  • Intelligence identifies and creates tickets from messages.

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