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Salesforce and Slack: From transforming communication to transforming connection

July 21, 2021By
Salesforce and Slack: From transforming communication to transforming connection

Users and businesses need to start thinking of Slack as the must-have digital platform for customer-centric organizations. While companies have undertaken significant digital transformation initiatives to effectively manage data and make decisions, we’ve only begun to consider the possibilities held within Slack that can further drive this kind of innovation.

To start, we should be asking ourselves, “How are we capturing all the information and insights within the millions of Slack messages captured each day and how are we elevating it by integrating the right data and business processes at the right time?”

Luckily for all, the recent acquisition of Slack by Salesforce helps us contextualize and understand how organizations can effectively integrate the platforms to operate cohesively as a single system, transforming once again how users and data connect.

Slack as a new user interface for Salesforce

Think about Slack as the new user interface to interact with Salesforce business processes. It will transform how people communicate, collaborate, and take action on customer information and tasks.

Take the example of your company’s internal helpdesk. With Salesforce and Slack, you’ll be able to log a request, get notified when the case is assigned, collaborate with the IT representative assigned to work on your case, and get notifications of status updates—all from within the one platform: Slack.

No more disjoint emails, instant messages, texts, phone calls, and the need to log data into multiple systems to get what can be done from one simple interface.

Ultimately, Slack paired with Salesforce will empower teams to be more productive, make smarter, faster decisions, and create connected customer experiences.

Connecting customers, partners, and employees

Salesforce and Slack will provide organizations with a single platform for connecting internal teams, customers, and partners—both with each other and their everyday apps—all within existing workflows.

For example, Slack Connect, an extended version of Slack, allows organizations to collaborate with external partners, vendors, or customers securely and in real-time. Slack Connect enables businesses to transition from a transactional to a transformational communication style. Move conversations from siloed email threads or phone calls to collaborative real-time Slack Channels, where you can share files, insights, and more.

Slack will also introduce new options for organizations currently using Salesforce Chatter. Where Chatter is great for collaboration on topics and data records, Slack will expand those capabilities greatly and it will be exciting to see how Salesforce evolves its real-time collaboration strategy to bring these technologies together.

With Slack, you’ll not only be able to discuss record-specific information, but allow personalization with endless emojis (who doesn’t love that?), keep conversations organized with threads and channels, and get updates faster than ever before. Additionally, many companies, including Traction on Demand, are already using Slack as their main direct messaging tool which means integrating Slack and Salesforce won’t require an additional learning curve or a new set of standards for team members to get productive.

Fine-tuned preferences, the ability to organize and customize specifically for you, and general ease of use? Slack just makes sense.

Enhancing workflow-driven experiences

One of the most exciting aspects of the Salesforce and Slack integration is the limitless possibilities of new workflow-driven experiences. Through simple automations, organizations will be able to streamline processes and speed up collaboration by building and connecting new workflows across all aspects of their business—from vacation requests, to project updates, and everything in between.

At Traction on Demand, we’ve built numerous workflow-driven experiences including:

  • Sending Salesforce notifications in Slack for things like closed-won opportunities in public channels, case updates in private channels, and shout-outs from badges getting awarded to employees. This is an easy way to keep our teams updated, excited, and collaborative no matter where they sit in the organization.
  • Creating Salesforce records directly from Slack because it’s too easy to chat and forget. By turning unstructured information from Slack conversations into structured data in Salesforce, we can capture ideas or requests directly in conversations via Slack message shortcuts and take advantage of all the automation, AI, and analytics capabilities of Salesforce.
  • Searching Salesforce records in Slack so our team doesn’t have to go through the inefficiency of opening yet another app when they don’t have to. Simple, but effective. Using custom slash commands, individuals can quickly find results for Salesforce searches while still in the context of their conversations in Slack.

CONTINUED READING: For more uses cases, check out our latest blog Why Salesforce acquired Slack and what it means for you

Employee engagement and change management

We know Slack is typically seen as a communication hub, but when paired with Salesforce, it can also be your organizations’ top employee engagement tool. Think employee onboarding, training, change management, leadership engagement, and more—Slack will help organizations build deeper employee connections in the future of work.

At Traction on Demand, we’ve improved end-user adoption leveraging Slack in a number of ways:

  • Enhancing employee communications through repetitive events or time-based communications. Studies have found that people are able to understand and internalize messaging with repetition (6 to 7 times). The ability to “drip” updates in small chunks over a scheduled communication plan can be managed easily in Slack. Get immediate feedback through comments and emojis that keep your workforce engaged and informed at the same time.
  • On-demand communications where employees can set up their preferences on how and when to be notified via Slack is a great way to empower users. So as a user, I can decide which topics (channels) are most important to me and get more active notifications on those. Ones that don’t really apply to me? I can mute or only be notified of @ mentions. This avoids a one size fits all approach and helps create a culture of flexibility and choice.
  • Leadership engagement is a key to success in enabling a transition to the future of work. Traction on Demand has successfully implemented Leaderboards that are powered by Slack. These Leaderboards define streamlined engagement channels to help leaders remain engaged and visible throughout a transformation.

Salesforce and Slack: Your new digital HQ

If the past 18 months have taught organizations anything, it’s ‘just because it made sense, doesn’t mean it makes sense’. We’re in a unique moment, an opportunity to rethink everything about how and where we work. And that’s exactly what the combination of Salesforce and Slack is all about—creating the business operating system for the new world of work.

Ask us anything!

Wondering how you can get the most from Salesforce and Slack? Our real-life experts are online and ready to chat.

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