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Integrating Oracle CX Sales & B2B Service with Slack in 20B (Doc ID 2661393.1)

Last updated on JUNE 13, 2020

Applies to:

Oracle Fusion B2B Service Cloud Service
Information in this document applies to any platform.

Purpose

Slack is a team communication tool that facilitates synchronous communication across different devices. Regardless of whether the team is co-located or distributed, Slack provides an effective communication channel that's easy to use.

This document lists out the steps required to configure the integration of Oracle CX Sales and B2B Service with Slack.

Scope

Prerequisites are as follows:

Oracle CX Sales and B2B Service version 11.13.20.04

Use Cases Addressed

Collaborate with Slack Users to Resolve Customer Issues

Slack is integrated with Oracle B2B Service, and here's how you can benefit:

View your Accounts in Slack

You can view the details of up to 5 accounts owned by you directly from Slack by using a slash command.

View your Sales Leads in Slack

You can view the details of up to 5 sales leads owned by you directly from Slack using a slash command.

View your Opportunities in Slack

You can view the details of up to 5 opportunities owned by you directly from Slack using a slash command. In addition to viewing the details, you can create a task, log a call, or schedule a meeting on an opportunity from slack.

Send notifications to Slack when an event occurs on an object

You can send notifications to a slack user or channel when an event occurs on an object such as Service Request, or Opportunity.

Examples of such events are (a) When an SR is marked as critical or (b) When an opportunity status is updated.

 

Note: Refer to the appropriate attached User Guides

 

Details

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In this Document
Purpose
Scope
 Prerequisites are as follows:
 Use Cases Addressed
 Collaborate with Slack Users to Resolve Customer Issues
 Slack is integrated with Oracle B2B Service, and here's how you can benefit:
 View your Accounts in Slack
 View your Sales Leads in Slack
 View your Opportunities in Slack
 Send notifications to Slack when an event occurs on an object
Details
 Implementation Details

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