Salesforce

Channeled's Salesforce integration helps you keep customer data in your CRM up-to-date with the latest activity in Slack.

Track activity from Slack to Salesforce, sync customer owners with channel management, and sync Slack support messages with Salesforce Cases. Learn more about how to get started below.

Enabling the integration

Step 1: Connect your Salesforce Account

Use /channeled-integrations and select Salesforce.

Step 2: Map Accounts in Salesforce to channels in Slack

Select Edit customer mappings and update which customer channels are mapped to individual Salesforce accounts.

Sync channel owners with Salesforce

When to use this

Keep your source-of-truth, Salesforce, up-to-date with the latest owners for Slack channels and vice-versa.

• Make it easy for Customer Success Managers in Slack to quickly find their customers within the inbox.
• Keep Salesforce up-to-date when customer owner mappings change for Slack channels.
• Avoid requiring teams to update Slack owners and Salesforce owners separately.

Configuration

1. Select a field to sync Owners
   Use /channeled-integrations and select “Sync customer owners”.
2. Start your sync
   Click “Save” to populate your Slack owners with this field’s synced values for the first time.
3. Updating channel owners from Slack to Salesforce
   Once the sync is connected, updating the Customer Owner from your Channeled account will update the connected field in Salesforce.
4. Updating owners from Salesforce to Slack
   Once the sync is connected, updating the connected field in Salesforce to a new owner will automatically update the Customer Owner in your Channeled Slack inbox.

Sync customer statuses with Salesforce

When to use this

Keep your source-of-truth, Salesforce, up-to-date with the latest statuses of customer health or engagement that Slack channels are in:

• Make it easy for Customer Success Managers in Slack to quickly see what stages of maturity their channels are in.
• Keep Salesforce up-to-date when the status or health of a Slack channel changes.
• Avoid requiring teams to Salesforce manually when the health or status of a Slack channel changes.

Configuration

1. Select a field to sync Account Status
   Use /channeled-integrations and select “Sync lifecycle stages”.
2. Start your sync
   Click “Save” to populate your Account Statuses  with this field’s synced values for the first time.
3. Updating statuses from Slack to Salesforce
   Once the sync is connected, updating the Lifecycle Stage from your Channeled account will update the connected field in Salesforce.
4. Updating statuses from Salesforce to Slack
   Once the sync is connected, updating the connected field in Salesforce to a new status will automatically update the Lifecycle Stage in your Channeled Slack inbox.

Sync Slack activity back to Salesforce

When to use this

Automatically sync saved messages from your Slack inbox to Salesforce.

• Customize whether all customer messages from Slack are synced, or only specific saved messages.
• Use Salesforce Activity reporting to know when the last engagement in Slack happened.

Configuration

1. Sync the Salesforce Activity Feed
   Use /channeled-integrations and select “Sync Activity Feed”.
2. Customize which messages are synced
   Select either “Manual” or “Automatic” options for syncing.
3. Check your Salesforce Activity Feed
   Once turned on, find the synced threads in your Salesforce Activity Feed.

Update notes from Slack to Salesforce

When to use this

If your Customer Success team regularly posts updates or notes about customers in Slack, this sync helps you:

• Log those updates immediately back to Salesforce.
• Keep updates organized in your Channeled inbox, without having to search for the update in Slack channels.

Configuration

1. Create a customer update in Slack
   Post a customer update to a channel like you normally would in Slack and use Log a customer update action.
2. Select the customer you’re updating
   Select the customer you’re updating, check “Log back to Salesforce” and click “Save”.
3. Check your Salesforce Activity Feed
   Your customer update will be posted as a note in the Account’s Activity Feed.

Sync Slack messages to Salesforce Cases

When to use this

If your Customer Support team works out of Salesforce Cases or Service Cloud, this sync enables you to respond to customers in Slack from Salesforce.

1. Whenever a new customer message from a connected channel is sent in Slack, it is automatically captured in Channeled.
2. A new Case will be created in Salesforce Service Cloud.
3. Reply directly from Salesforce Cases and your reply will be instantly synced back to Slack.
4. Additional new comments from Slack sync back to the Salesforce Cases 🎉