How SlackBot Speeds Up Salesforce Case RCA in Slack (Full Transcript)

[00:00:00] Speaker 1: Do you want to see how case management works with SlackBot? Watch this. Welcome back to Slack School. My name is Mike Reynolds. I'm your host. I'm part of the Slack team here at Salesforce. And today we're going to be taking a look at case management in Slack, of course, with our good buddy SlackBot. SlackBot is your AI agent for work, and they're going to help us get all of this done. More helpful than you. Of course, you can do all of this at home with me. Head on over to slack.dev, join the developer program or log in if you're already a member, get yourself a sandbox, and let's go. I'm going to be doing all of this in a dev sandbox, the exact same kind that you can get. Make sure that you're logged in. You can also use any developer edition, get your Slack and Salesforce connected. If you don't know how to do that, watch this episode. We're going to start this demo from a Salesforce channel for a case. I can tell it's a Salesforce channel because I get this tab up here called case details, where I can see information about my case. And I could also see related lists. If I have anything that I need to dig further into the data, I can do that all from right here. But we're going to keep the example pretty straightforward. In this case, I'm playing a tier three support rep, and I'm trying to help solve a problem that has been escalated to me from tier two. Now, maybe I do know all about this error, but let's pretend for the sake of argument that I don't, because I honestly don't know what is wrong here. What I'm going to do is open up Slack bot. I can keep Slack bot open on the side, and then keep my data right here in front of me. Really? I can keep my data right in front of me. That allows me to either open up the messages tab and have a conversation about this with folks in Salesforce or other users in Slack. I can also have my conversation with Slack bot on the side, and I can easily still see my data. If I want to continue to dig into this, I absolutely can. But what I'm going to do, let's say I've looked at the data, and I thought, okay, I'm not really sure what I need to do here. I can ask Slack bot if Slack bot has ever seen something like this before. What's great about this, Slack bot is going to look through Salesforce. It's going to search the rest of Slack, and it's going to try to find if anything like this has ever happened before. If I want to see a little bit more Slack bot, I can slide this sideways. That'll help my view here. What's great about this is Slack bot was able to find several other similar cases, and it's figured out exactly what we need to do to kind of solve the problem. It seems to be related to the scope of how we're querying through the API to another external service. Now, that's going to be a product change. What we should really do is get this documented well in a root cause analysis, and then share that root cause analysis with the rest of the support organization and my product team so that they can begin to work on a more holistic fix so that this issue doesn't pop up again. Slack bot actually suggested that. Do you want me to put together an RCA based on these prior cases? Let's have Slack bot build out the entire root cause analysis, and then we'll get it shared with the people who need to see it. Now in this circumstance, I build my root cause analysis as a canvas inside of Slack. That helps my solutions be searchable forever in Slack. If I encounter this issue again, I don't have to go looking through as much case data because I can find the documentation about the problem and about the solution, why it happened, other related cases. I can find all of that in this one document that I build that lives and breathes inside Perfect. Looks like it's got a pattern identified, steps to resolve, long-term recommendations, the current cases documented, as well as for historical cases. Let's take a look at this canvas and see what Slack bot built. We're always going to see this tag here saying that this was made with AI and could contain mistakes. That's really good to make sure that we're leaving breadcrumbs for the future so that if I'm building on this, I acknowledge the possibility of a hallucination right here so that we know that down the road. That's important. We've got a good summary here. It included what's called a card. This section right here, which has a link to my case, allows me to actually see some case data inside of the canvas. What's nice about that is it's always referencing the case. If the values of the case change, it updates inside that card as well. I love that it did that. That's a great feature. It's got a nice summary here. It's got some historical case context with more information around these historical cases. Here's the pattern of the root cause. Makes a lot of sense. Comes down to recommended steps, the whole life cycle of recommended steps, which is pretty fantastic. And then a type recommendation, and again, we note down here, prepared by Slackbot today. That's really great. I love that. But we need to make sure that other people have access to this canvas as well. The next thing I need to do is take this RCA and share it with my support team and then share it with the product team so that they can make the product better. Let's have Slackbot help us out with that. So, we're telling Slackbot that we need to get this canvas shared to a couple of different locations. So, I can copy this link, and it's given me the channel Team Check Tech. So, here, we can post our message. Now, I'm going to use the keyboard shortcut because I'm a big fan. I also want to share this canvas where we put all of our support RCAs. This ensures that the learnings that I have today are seen by my entire team. It's as easy as that. I was able to figure out what was wrong with the help of Slackbot, generate a large root cause analysis document based on several other historical cases, and then bring that together into a single place where everybody can see it with live updates from my case record. So, now, I can work with the customer. I know what the problem is, and I know how we can solve it. That's pretty great because it only took me a few minutes. Well, there you have it. Using Slackbot to help with your case management is easy as anything. Maybe the next time this comes up, Tier 2 is going to be able to solve it, and they won't even need to reach out to me. That's a really great advantage for me when I'm trying to think about how I can effectively use AI to actually help me do my job. Don't forget to like and subscribe and join us on the Slack community at slackcommunity.com. Let me know what you thought of the episode or tell me what you want to see me do next. We'll see you next time. Oh, hey. Case management is hard. You did a good job. Meow. Whoa. Whoa. Don't get handsy.