HomeTechnologySalesforce broadens Slack integrations throughout Customer360 apps

Salesforce broadens Slack integrations throughout Customer360 apps


Salesforce unveiled the most recent steps in its plan to attach Slack’s crew collaboration platform with its Customer360 product suite on Tuesday, because it seeks to create a “digital HQ” for customers.

Salesforce purchased Slack for $27.7 billion final 12 months to supply a collaborative layer round its varied apps;  the acquisition formally closed two months in the past. The corporate unveiled an preliminary set of integrations final month, promising new methods to entry Salesforce Gross sales, Service, and Advertising and marketing Clouds from the crew collaboration app, as nicely analytics instrument Tableau.

At its Dreamforce conference this week, Salesforce introduced a raft of further integrations, starting from Commerce to MuleSoft and Quip, in addition to choices for vertical industries. “Whereas the integrations between the merchandise fluctuate in breadth and depth, it highlights Salesforce’s dedication to place Slack because the front-end for Buyer 360, and the place the place productive work really takes place,” stated Angela Ashenden, principal analyst at CCS Perception.

Deeper first-party integrations are excellent news for purchasers of each distributors, a lot of which overlap, stated Jason Wong, Gartner analysis vice chairman. Salesforce beforehand acknowledged that 90% of Slack prospects had been already utilizing its merchandise earlier than final 12 months’s acquisition was introduced. “…Whether or not this may compel non-Slack prospects to undertake Slack will stay to be seen as extra use instances get fleshed out in 2022,” stated Wong.

Integrations throughout Salesforce’s Buyer 360

Among the many quite a few “Slack-First” integrations touted at Dreamforce is the flexibility to attach Salesforce Commerce Cloud with the collaboration app. This offers alerts to customers in Slack, comparable to notifying them when metrics within the ecommerce platform are old-fashioned or alerting service brokers about issues with orders.

“Take into consideration resolving an order challenge: there’s an issue and also you’re making an attempt to get one thing to a vendor or a buyer,” stated Martie Burris, senior product supervisor at Salesforce. “Now you’ll be able to shortly ‘swarm’ on that challenge, have conversations, soar right into a huddle as wanted. You too can create particular workflows that offer you updates.” 

The present integration between Slack and Quip, the phrase processing and spreadsheet app Salesforce acquired in 2016 for $750 million, additionally acquired an replace. Quip paperwork can now be embedded and considered in Slack to allow groups to debate paperwork. And whereas it’s not at the moment attainable to edit the docs straight, it is a chance post-acquisition, stated Burris. 

There are additionally new integrations between Salesforce’s information and utility integration platform Mulesoft and automation applied sciences comparable to Slack’s App Builder and Salesforce Move. These will let prospects “knit Slack into their wider utility ecosystem and enterprise processes, which aligns — or conflicts, relying in your viewpoint — with Slack’s objective of turning into the hub for process-based actions,” stated Ashenden.

Slack integration with Salesforce’s Trailhead, a rival to Microsoft Groups and Viva

An integration with Salesforce Trailhead may also make the educational platform extra accessible by enabling customers to seek for data from inside Slack. 

“Trailhead for Slack permits for studying to occur proper within the circulation of labor,” stated Burris. “As an alternative of logging into Trailhead and looking for the suitable [entry] within the listing, now now we have Trailhead proper right here on Slack; I can search within the context of Slack, then shortly share that out to anyone who might have some assist. And that is a giant recreation changer for us.”

Salesforce Trailhead Salesforce

An integration with Salesforce Trailhead is designed to make the educational platform extra accessible in Slack.

The deepening connections between Slack and Salesforce comes as rival Microsoft additionally embeds its Groups collaboration app in its Dynamics 365 enterprise apps, in addition to its Viva worker expertise instrument. The mixing of Slack and Trailhead echoes Microsoft’s integration of Groups and Microsoft Viva’s Studying module, which surfaces content material from LinkedIn Studying and Microsoft Be taught in an analogous approach, stated Ashenden.

“Given the objective of each Slack and Microsoft Groups to be the first place the place workers entry all their purposes and workflows, and with the rising focus amongst companies on the significance of worker enablement and expertise within the mild of ‘the nice resignation’ we’re seeing for the time being, this could possibly be an vital technique for each firms,” she stated.

Extra Slack-First integrations to roll out in 2022

The record of varied Slack integrations introduced at Dreamforce embrace:

  • Salesforce Healthcare and Life Sciences (out there now);
  • Salesforce CMS (Spring 2022);
  • Salesforce Nonprofit Cloud (Spring 2022);
  • Salesforce Schooling Cloud (Summer time 2022);
  • Salesforce Monetary Providers Cloud (Summer time 2022);
  • Salesforce Philanthropy Cloud (2022);
  • Tableau CRM (2022);
  • And Salesforce Sustainability Cloud (2022).

An in depth record of deliberate integrations is available online. Salesforce additionally stated that the primary set of Slack integrations introduced final month – with Gross sales, Service and Advertising and marketing Cloud – can be usually out there in by summer time 2022.

In associated information at Dreamforce, Slack introduced the overall availability of “clips,” its video and audio messaging characteristic for all paid customers.

Copyright © 2021 IDG Communications, Inc.

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