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Salesforce users have been building their own case-swarming workflows for years.

It's not a new idea, said Daniel Peter, Salesforce practice lead for Robots & Pencils, a consultancy. Service Cloud for Slack features "case swarming," in which a Slack channel can be opened to solve a customer problem that needs more organizational expertise and decision-making ability than one agent might have. They will actually be able to manage their pipeline, their next steps, their forecasts, et cetera, directly from within Slack from desktop or from mobile Slack." "People are increasingly mobile and extend this hybrid world.

"More and more people are moving from fully remote to hybrid, and salespeople are now starting to do in-person meetings," Seaman said. Seaman said organizations need a central online space to meet and update each other, as the nature - and location - of work morphs yet again. Sales teams can also track forecasting within Slack. Sales Cloud for Slack enables several kinds of collaboration channels - those with internal account teams, those with internal account teams and external customer contacts, and "deal channels" that track individual deals as they move toward closing. Marketing Cloud for Slack supports campaign collaboration between Salesforce users and outside agencies, and also alerts sales teams in Slack when marketing campaigns generate new leads. Salesforce previewed its Slack apps for those three clouds late last summer, but since then has honed some features as well as added others based on user testing, said Rob Seaman, Salesforce senior vice president of product management for Slack.