--- schema_version: "1" id: 0321702f892a3783bf18f837c17e7a6a1d55e4bbcacedb6b44c7fbec8638a41d title: Resolve IT Issues with Slack collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_slack_resolve_issues_example.md canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_resolve_issues_example.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 97f326eba5c2b3aafb5a332b3d31615eaa3a7928addff99f26aa131aa1332e4f description: With Slack, employees enjoy a frictionless, conversational interface to request services and report issues. Fulfillers gain powerful tools such as swarming and record channels, AI agents in the flow of work, and deep search capabilities. Real-time notifications keep everyone informed, enabling IT teams to quickly collaborate, troubleshoot, and resolve issues without context switching. products: - Service Cloud - Agentforce IT Service release: "264" --- # Resolve IT Issues with Slack With Slack, employees enjoy a frictionless, conversational interface to request services and report issues. Fulfillers gain powerful tools such as swarming and record channels, AI agents in the flow of work, and deep search capabilities. Real-time notifications keep everyone informed, enabling IT teams to quickly collaborate, troubleshoot, and resolve issues without context switching. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
When an employee encounters an IT issue, such as a request for new hardware or a critical system failure, they don’t need to navigate complicated portals or fill out multiple forms. Instead, they simply start a conversation in Slack, where Agentforce provides an intelligent, seamless experience. For example, Julia, an employee is facing issues with her VPN. She types in her query to start a conversation with the employee agent in her Slack app. Agentforce looks up through the relevant knowledge articles and provides the troubleshooting steps. ![request knowledge in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_rqst_knwldg.png) The troubleshooting steps don't help Julia so she directly asks Agentforce to create an incident. ![create incident in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_create_incident.png) The employee agent goes ahead and creates the incident. Julia receives a notification that an incident has been created and can view key information related to the incident. Based on the conversation so far, the AI agent has already updated key information in the Incident. ![notifications in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_ntfctns_slack.png) Ram, an incident fulfiller can look at the list of incidents created by the employees within the Slack app. ![fulfiller list in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_view_tickets.png) He looks at the new incident created by Julia, and goes ahead and assigns the incident to himself. He updates the incident without ever leaving Slack. Ram can quickly triage the incident using Agentforce in Slack. He asks Agentforce to provide the root cause summary and associate similar records with the incident. ![incident summary in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_incident_summary.png) Ram needs the help of experts who have worked on similar issues in the past. He begins swarming from the Incident record page itself. He decides to swarm in a new slack channel. He provides a name for the channel and adds the members to the channel. ![swarm request in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_swarm_request.png) Ram can also view and send messages in the swarm channel from the Swarm Conversations component in the record page. ![swarm conversation in record page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_swarm.png) To store all information related to this incident in a single place, Ram can create a Salesforce channel from Slack by clicking on the Create Channel option within the Slack app. ![create channel in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_incident_summary.png) Within the channel, Ram can view the incident details by going to the Incident Details tab. Ram can add the IT Fulfiller agent to the channel to get assistance on the incident. ![fulfiller agents in salesforce channels](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_sf_channels.png) Similarly other members of the IT team can manage problem and change requests using Slack app. Not only this, an employee can also request catalog items without needing to fill any form using Slack. Let's take an example of John who needs a new monitor for his home office. He interacts directly with Agentforce in Slack. Agentforce automatically recognizes John’s role, team, and entitlements, so no forms or extra approvals are needed. John’s request is processed instantly, reducing administrative overhead and improving his productivity. ![request catalog items in slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_rqst_catalog_items.png)