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

Last updated on MAY 18, 2023

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:

Without leaving Oracle B2B Service, you can forward a service request (SR) to a Slack channel or user and collaborate with them to resolve the SR.
You can communicate effectively among team members and subject matter experts to resolve SRs faster.
The replies from the Slack users are captured as messages in the SR. Slack users send their replies by using the Reply to Service Request button in Slack.

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.