Rattle

Support Flow is a powerful feature that can help you streamline your customer support process and improve efficiency. With the Slack message shortcut and Slack emoji react features, you can create Salesforce cases directly from Slack and have updates on the case flow back into Slack threads.

You use Slack connect channels for customer engagement and support.

Support requests on Slack connect channels are not tracked.

There is a lot of context switching between your support software and Slack while creating cases.

Support ticket handoff between CSM and CS is not seamless.

1. You use Slack connect channels for customer engagement and support.
2. Support requests on Slack connect channels are not tracked.
3. There is a lot of context switching between your support software and Slack while creating cases.
4. Support ticket handoff between CSM and CS is not seamless.

Head over to the 'Support Flow' section on the Rattle web app to configure the following settings:

Slack message shortcut: Select the field that needs to be populated with the message text, the field that can be populated with the link to the Slack message and the case fields that appear on the modal while creating the case on Slack

Slack emoji react: Choose the emoji using which a case will be auto-created. It is also mandatory to choose the default values of the fields which get populated when the case is auto-created.

Customize Slack app: Useful for customizing the confirmation messages that get posted to Slack threads.

Send chatter messages to Slack: Use this setting to send updates post on the case to the related Slack thread.

1. Slack message shortcut: Select the field that needs to be populated with the message text, the field that can be populated with the link to the Slack message and the case fields that appear on the modal while creating the case on Slack 

2. Slack emoji react: Choose the emoji using which a case will be auto-created. It is also mandatory to choose the default values of the fields which get populated when the case is auto-created. 

3. Customize Slack app: Useful for customizing the confirmation messages that get posted to Slack threads. 

4. Send chatter messages to Slack: Use this setting to send updates post on the case to the related Slack thread.

How does the Slack experience look like?

Slack message shortcut: Use ‘More actions’ on a message to find the ‘Create Salesforce Case’ shortcut.

Emoji react: Hit the configured emoji on a message to trigger auto creation of case. This can even be used by customers to create cases.

1. Slack message shortcut: Use ‘More actions’ on a message to find the ‘Create Salesforce Case’ shortcut. 

2. Emoji react: Hit the configured emoji on a message to trigger auto creation of case. This can even be used by customers to create cases.

1. Emoji case creation only works in Slack Connect channels. The Rattle bot needs to be added to the channel.
2. For the ‘Account’ field to be auto-populated while creating a case using emoji react, the Slack Connect channel needs to be linked to a deal room.

1. On private channels, the Rattle bot must be added for message shortcuts to work.
2. Slack attachments are not uploaded to the case by default. They can be added separately using another shortcut, ‘Upload Case Attachments’.

1. Emoji case creation
 1. Emoji case creation only works in Slack Connect channels. The Rattle bot needs to be added to the channel.
 2. For the ‘Account’ field to be auto-populated while creating a case using emoji react, the Slack Connect channel needs to be linked to a deal room.
2. Message shortcut
 1. On private channels, the Rattle bot must be added for message shortcuts to work.
 2. Slack attachments are not uploaded to the case by default. They can be added separately using another shortcut, ‘Upload Case Attachments’.