Salesforce is the system of record for many support and success teams, while Slack is where most customer conversations happen. ClearFeed’s Salesforce integration brings these two platforms together, so teams can manage requests in Slack while staying fully synced with Salesforce.

We’re now adding two major upgrades to streamline ticket management across Slack and Salesforce seamlessly:

• Salesforce Knowledge as a Knowledge Source: Bring your Salesforce Knowledge Base into ClearFeed so AI Agents can surface trusted answers directly in Slack conversations.
  
• Salesforce Forms in Slack: Create and update Salesforce tickets with structured forms inside Slack, ensuring complete details and instant routing without switching tools.

These updates reduce tab-switching and cut down on back-and-forth, so your team can resolve issues faster while staying in the flow of work. 

Here’s a closer look at each update.

1. Salesforce Knowledge in Slack

Support teams often rely on Salesforce Knowledge to document solutions, but when a question comes up in Slack, agents still need to switch tools, search, and share the right article. With ClearFeed, you can now bring Salesforce Knowledge directly into Slack, making it available to AI Agents.

What This Enables

• Central knowledge access: Articles from Salesforce Knowledge can be indexed in ClearFeed and kept up to date with re-indexing.
  
• Contextual replies in Slack: When a related request comes up, AI Agents can suggest an answer from Salesforce Knowledge right inside the Slack thread.
  
• Two ways to use AI Agents:
  
  • Virtual Agent: Responds automatically in request channels with an AI-powered answer and citation.
    
  • Agent Assistant: Suggests draft replies in Triage channels for agents to review, edit, and post.
    
• Ticket workflows built in: Responses can be marked as solved directly from Slack, or escalated into Salesforce as a ticket if the answer isn’t sufficient.
  
• Trusted responses: Every reply cites Salesforce as the source, so teams know the information is reliable.

Check out the detailed step-by-step guide to integrate Salesforce Knowledge Source. 

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2. Streamline Ticket management with Salesforce Forms 

Requests often start in Slack, but creating a proper Salesforce case requires structured inputs. ClearFeed Forms make this simple - you can collect the right details in Slack, auto-file Tickets in Salesforce, and route them to the right team instantly.

What Forms Enable

• Accurate Ticket creation: Key fields like Contact Email, Description, and Subject are always part of the Create form. You can keep them visible, hide them, or pre-fill them based on your workflow.
  
• Field-level control: Each field can be set as required, optional, hidden with defaults, or responder-only. You can also configure hint text and default values to make inputs easier.
  
• Flexible workflows: Cases can be created even without a visible form when defaults are in place, and Edit forms allow requesters or agents to update tickets later.
• Collection-specific setup: Different forms can be mapped to different Slack Collections, so each channel uses the right set of fields.
• Screens (ticket message customization): After a ticket is created, you control what’s shown in Slack. Always-on status, configurable title and fields, and actions like Mark as Solved or Unlink Ticket give teams the right level of visibility and control. Screens can also point to either the internal Salesforce Case URL or a customer-facing portal URL.

Check out the detailed guide on how to set up Salesforce Forms here. 

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Wrapping Up 

With Salesforce Knowledge and Forms now available in ClearFeed, your team can do more without leaving Slack - answering questions with trusted Salesforce content, and creating structured tickets that sync instantly with Salesforce. These upgrades help cut out the back-and-forth and let your team stay focused on resolving issues faster.

If you’d like to learn more about the new releases, you can reach out to us at support@clearfeed.ai or book a free demo here.