Identify and address risk on important accounts and opportunities by reviewing
escalated case insights directly on your home page. Start or continue a Slack conversation about
an escalated case without leaving your Sales Workspace feed, so that you can quickly get ahead
of a risk to your deal.
Required Editions
| Available in: Lightning Experience in Enterprise, Unlimited, and
Agentforce 1 Sales editions with the Sales Foundation add-on.
|
The Post in Slack action appears only if your admin integrated Slack with the Case object and
you have access to Slack. Otherwise, the suggestion displays the Review action, which sends you
to the case record page instead.
Keep track of critical customer issues and reduce risk to your open deals by monitoring
escalated cases. These out-of-the-box suggestions connect your Service Cloud and Sales Cloud
experiences and do not require a configured agent.
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To post about an escalated case in Slack, in the All Signals section, click Post
in Slack next to the escalated case signal.
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If there’s already a Slack channel to chat about this account, the Slack channel window
appears next to the All Signals section. You can post about the escalated case with a
message.
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If there isn’t a Slack channel to chat about this account, the Slack window with an option
to create a channel appears next to the All Signals section. You can create a channel and then
post about the escalated case in the new channel.
