Name: Deliver exceptional customer service experiences with Slack and Salesforce
Start: 2024-08-26T13:25:00Z
End: 2024-08-26T13:25:45.000Z
Location: BrightTALK

Where work happens

Slack is a new way for your entire company to communicate. It replaces email with something faster, better organised and more secure. Instead of one-off email chains, all your communication is organised into channels that are easy to create, join and search. When there’s a channel for everything that happens at your company, everyone knows exactly where to go to get work done.

Learn how they harness the power of their workspace to bring together the right teammates, tools, and information to move work forward in style. Whether you’re receiving notifications, responding to approvals, or bonding with your teammates, get an inside look at how to unlock greater speed, efficiency, and connectedness.

Join guest speaker Wayne Kurtzman, IDC Research Vice President of Collaboration and Communities and Ryan Gavin, CMO of Slack for a timely discussion about how collaboration platforms have become the critical link for organizations to deploy AI and agents successfully. Learn the key trends and new capabilities that leaders are looking for as they re-evaluate their work platforms for the era of agent-powered productivity.

From native AI functionality to automation to extensibility and partner ecosystem, today’s work platforms must connect the whole enterprise. Hear why Slack was named a Leader in the 2024 IDC MarketScape for Worldwide Collaboration Applications and see how companies are using Slack to put AI to work in a trusted environment.

Things you’ll learn:
- Why every company should be rethinking their approach to collaboration
- Key capabilities and strategies to look for in collaboration platforms
- How Slack is making agents a part of the team in the multiplayer enterprise

The Multiplayer Workplace: How AI Agents Will Transform Enterprise Collaboration

Join us for a lively, insight-packed session on how AI is quietly transforming the way we work — not someday, but right now. We’ll go beyond the buzz and into the data, sharing what the latest research reveals about how desk workers are using AI to sharpen focus, boost productivity, and find more satisfaction on the job.

You’ll walk away with practical strategies for putting AI to work in your own day-to-day, from automating the busywork to unlocking smarter insights, faster. We’ll also share real stories from the field and address common challenges to adoption. Whether you’re leading a team or managing your own workload, you’ll leave with a clearer view of how AI can elevate your impact and set you — and your organization — up for the future.

Things you’ll learn:
- How AI is already reshaping daily work — with fresh data on who’s using it, how it’s being used, and where it’s delivering the biggest impact
- The top ways AI boosts productivity — from eliminating busywork to enhancing focus, creativity, and collaboration
- Real-world examples of AI in action — how employees are using AI agents to onboard faster, communicate more clearly, and make better decisions
- Steps you can take today — practical tips for leaders and teams to integrate AI meaningfully and equitably across their organizations

The Workforce Index: Unlocking the Real-World Power of AI at Work

Shipping code faster. Maximizing uptime. Reducing toil. These are the outcomes engineering leaders and developers strive for—but achieving them can be tough in the face of tool sprawl, context switching, and support bottlenecks.

Join this webinar to hear directly from the Salesforce engineering and developer teams on how they’re using Slack and AI-powered agents to accelerate software delivery, resolve incidents faster, and free up developers to focus on high-impact work. You’ll walk away with actionable insights on how to bring these same benefits to your organization.

Things you’ll learn:
- How to speed up code deployment and reduce manual overhead
- Improved incident response with real-time alerts and automated workflows
- How to get time back by automating routine requests and surfacing answers instantly

From DevOps to AIOps: How Salesforce Uses Slack to Maximize Velocity

Join us as we unveil our latest innovation that’s set to revolutionize the way your teams collaborate with full view of your customer. Salesforce channels, a specialized Slack channel, are now embedded directly into the Salesforce user interface, bridging the gap between your CRM and team conversations.

In today’s fast-paced business environment, customer data is scattered across multiple tools, leading to siloed insights and delayed decision-making. This webinar will show you how Salesforce channels can transform the way teams work by bringing real-time customer data and discussions into a single, unified experience — no matter where they work best.

You’ll dive deep into how Salesforce channels enhance Agentforce to power collaboration in the agentic era, see real-world use cases in a demo, and discover best practices to try at your organization. Whether your team is working in Salesforce or Slack, they’ll have complete visibility and the ability to take immediate action, ensuring seamless collaboration as they deliver exceptional customer experiences.

Things you’ll learn:
- How bringing Slack and Salesforce together will enhance your human and agentic teams’ productivity and effectiveness.
- The benefits of having a single source of truth for customer data and team conversations.
- Easy steps to set your organization up for success as you start using Salesforce channels today.

Unlock the Power of Slack in Salesforce with Salesforce Channels

Most team decisions are still made without data—and valuable insights often stay siloed or out of reach. But what if collaborating with data felt natural? What if proactive insights surfaced automatically, and answers were always just a message away?

Enter Tableau Next in Slack: transforming the way teams move from insight to impact. In this session, you’ll see how to effortlessly share and explore data-driven insights, collaborate in real time with teammates and AI agents, and take action—right from Slack.

With AI-powered insights delivered directly into your conversations, you can stay focused on what matters most. And when it’s time to go deeper, jump into Tableau Next with a single click for rich, interactive analysis.

Whether you’re tracking key metrics, identifying emerging trends, or aligning on next steps, discover how Slack and Tableau Next empower teams to make smarter, faster decisions—together.

Things you’ll learn:
- Drive Faster Decisions: Integrate key metrics into existing workflows for immediate action
- Maximize Team Efficiency: Empower teams with accessible, governed insights in Salesforce and Slack
- Accelerate Business Impact: Turn data into actionable results, directly within your current environment

Slack Meets Tableau Next: Unlock Insights for Teams in the Flow of Work

Ready to bring agentic AI into the flow of work? In this webinar, we’ll show you how to build and launch powerful Slack agents using Agentforce. You’ll learn how to get started quickly with agent templates, customize agent capabilities with Slack Actions, and connect your agents to the data and tools your teams use every day.

We’ll also share what we’ve learned as Customer Zero at Salesforce—including a behind-the-scenes look at how our Sales Agent was built and rolled out internally. Whether you’re designing your first agent or looking to scale across departments, this session will give you actionable guidance and real examples to help you build smarter, faster.

Things you’ll learn:
- How to launch Slack agents quickly using Agentforce Templates
- Ways to customize workflows using Slack Actions
- Internal rollout tips from Salesforce’s own Agentforce deployment

How to Build AI Agents for Slack with Agentforce

Businesses are struggling to keep up with the proliferation of apps and data in their tech stack, and employees are paying the price with endless context switching and fragmented focus. That’s why the most innovative companies in the world are using Slack as their work operating system (work OS) for a new era of AI-powered productivity. 

In this webinar, we share the capabilities and benefits of using Slack as your company’s work OS, including how innovative companies use Slack to unlock seamless collaboration and teamwork, empower everyone with automation, connect apps and tools, and accelerate work with secure, easy-to-use AI.

Things you’ll learn:
- How Slack brings together your people, processes, knowledge, culture, data, and applications together in a single intuitive and user-friendly environment
- Examples of how Slack drives business results across every function of an organization
- Answers to frequently asked questions about Slack, such as why customers choose Slack over other solutions

What Is Slack? How Humans with AI Drive Work Success

Ever wonder how we at Slack use Slack? For us, it’s where teams collaborate and connect, leaders engage, and culture comes to life. We use channels to distribute clear, concise communications across teams, departments, and geographies — for those seated at desks or out in the field. We write and format messages that are optimized for scanning and search. We leverage Slack’s native features to create impactful, engaging communications. And of course, we’re never afraid of using emoji.

Learn how to use Slack the way Slack does, for your audience — wherever they may be. This webinar will demonstrate how your organization can become more informed and connected by using Slack for employee communications.

Things you’ll learn:
- How to establish a focused channel strategy to target key audiences
- How to write for Slack — and how this differs from other platforms
- How Slack features like canvas, clips, and workflows can elevate your communications

Slack for Employee and Frontline Communications

When was the last time you searched for critical work information only to spend too much time looking across systems and coming up empty-handed?

You’re not alone, in fact 47% of digital workers struggle to find data or information to perform their jobs effectively.¹

Your company data is scattered everywhere. Some of it is structured, like CRM or transactional data, while some of it is unstructured, like documents, decks, or messages. How do you keep up and sift through all the noise to get your job done? AI in Slack can help.

When unstructured data in Slack, structured data from CRM, and insights from agents all come together inside Slack, organizations are sitting on a wealth of data and information. Right in Slack, you can harness all this data with AI, and use it to find and prioritize information easier, unlocking your productivity potential.

Join this upcoming webinar to learn more about Slack’s latest AI innovations. We’re introducing three powerful updates to AI in Slack that empower teams: new Slack AI features, Agentforce in Slack, and third-party agents.

¹Gartner, “AI in Organizations” Survey 2022

Things you’ll learn:
- How to improve your productivity with simple, one-click AI solutions
- How to query your Salesforce records right from Slack
- How to enable AI on a secure, trusted platform

Work Faster Than Ever Before with New AI Innovations in Slack

Data security is a paramount concern now more than ever with the AI boom. This new technology has opened up new types of threats you need to get ahead of to prevent bad actors from accessing your sensitive information. What are you doing to ensure your data is protected?

Slack has a long history of security engineering efforts to prioritize resilience and controls in support of, and in partnership with, our customers. Join the VP of Slack Security to learn what Slack does – and what you can do – to guard your sensitive data with practical tips for protecting your Slack data across audit logs, tracking, download limitations, and more.

Things you’ll learn:
- Better understanding of how Slack Security proactively works to secure our customer environments.
- Best practices on security controls on the Slack platform.
- How to leverage the audit log to ingest signals that may provide indicators of compromise in their Slack workspace.

Secure How You Work with Slack’s Security Best Practices

As a sales leader, it can be hard to always know what’s happening in your business and quickly act upon it, especially while on the go. That’s why we’ve integrated Sales Cloud with Slack, to empower leaders and their teams with real-time deal visibility and actionable CRM insights in the flow of work, accessible from any device.

Join this webinar to hear Kaylin Voss, Chief Revenue Officer at Slack, and Tony Kays, SVP of Sales at Salesforce share best practices on how they manage their book of business, streamline day-to-day actions with trusted AI and automation, and drive success across their teams with Sales Cloud and Slack. You’ll see a live demo of our latest innovation, Slack Sales Elevate.

Things you’ll learn:
- Simplify Sales Cloud account and data management right from your mobile device
- Forecast confidently with instant deal notifications and week-over-week deal digests
- Save time and sell faster with Slack AI and process automation at your fingertips
- Make every AE your best AE with flexible sales process templates embedded in Slack channels to standardize and scale your team’s strategies for success

Run your business better with Sales Cloud and Slack

Sales teams need to maximize impact with fewer resources. But work today is fragmented, with siloed tools, conversations, and complex processes costing teams valuable time and slowing down deal cycles. Successful sales organizations are unifying their tools, customer data, and conversations and leveraging AI, agents, and automation to improve deal visibility and close deals faster as a team.

Enter Salesforce channels, our latest innovation that brings Salesforce into Slack and Slack into Salesforce. These channels combine structured customer data from Salesforce with unstructured conversational data from Slack to give sales teams a unified place to efficiently collaborate on deals and deliver on customer needs.

Join this webinar to learn how Salesforce channels, enhanced with Slack Sales Elevate and AI in Slack, accelerate team selling by bringing real-time CRM data, process automation, and trusted AI into selling conversations. See Salesforce Account and Opportunity channels in action in a demo, and dive deeper into critical sales use cases that your team can adopt today.

Things you’ll learn:
- Align the extended account team to navigate complex deals in dedicated Account and Opportunity Salesforce channels
- Manage your CRM data, log activity, and make customer-data-driven decisions all without leaving the team conversation, right from your mobile device
- Drive seller action to keep deals moving forward with intelligent alerts
- Talk directly to your CRM and quickly get up to speed with Einstein Copilot in Slack

How to Improve Team Selling with Slack and New Salesforce Channels

It’s tough to strike a balance between the urgency to embrace generative AI and the apprehension that comes with it. And while organizations know that it’s important to prioritize generative AI, only a fraction of knowledge workers have received clear guidance on how to best use generative AI in practice. That’s because it is hard to find a clear playbook or strategy for implementing AI across organizations today and certain AI tools can seem complex.

That’s where our webinar on Slack AI comes in. Slack AI is simple, secure, and intuitive AI that works directly in the platform where your work is already happening. With generative capabilities like AI-powered search, conversation summaries, and recaps, anyone at your organization can quickly find and prioritize their most important information.

Join this upcoming webinar to learn all about Slack AI and see it in action. You’ll get an overview of all the features available to you today, while getting a peek into what’s coming next, like expanded search capabilities and AI-powered huddles.

Slack AI is available as a paid add-on.

Things you’ll learn:
How to help your employees embrace AI with simple, easy-to-use AI in Slack
How to unlock the full value of your collective knowledge in Slack
How to get time back with new features like AI-powered huddles

How to Get Started with AI in Slack

According to Wellingtone’s The State of Project Management Report, less than half of companies consistently achieve project success. With all the project and work management tools available today, have you ever wondered why most organizations are missing their project goals?

No matter how much money companies spend on project management software, employees don’t want—or need—another tool to do their job. What they need is a way to manage projects better and collaborate on them in one place.

Meet Slack lists. Lists bring project management to teams where they are already working together–in Slack. With lists, you can visualize and organize tasks so you can track cross-functional projects, requests, approvals and more.

Join us to see a live demo of Slack lists and to learn more about how all types of companies can reduce context switching between apps, drive accountability across teams, and focus on what’s most important: doing your best work, faster.

Things you’ll learn:
How to create a list so your can manage projects from start to finish in Slack
How to build workflows with lists to track inbound requests
How to use lists to plan and prioritize with your team

Introducing Slack lists: Manage projects and tasks where work already happens

Marketers face more challenges today than ever, between rising customer expectations, the race to adopt AI and the proliferation of marketing tech, seeking to maximize growth while also fighting the inefficiencies that slow them down. Luckily, Slack helps marketing teams bring together the people, partners and tools they need to get things done in one place.

In this webinar, discover how marketers accelerate data-driven decisions in Slack with the help of AI and integrations with tools like Salesforce Marketing Cloud; enhance operational efficiency with easy-to-use workflow automation; and move work forward faster with their teams. Learn tactics that you can try today to transform the way you work with your marketing teams and cross-functional partners in Slack

Things you’ll learn:
Fuel smarter marketing decision-making as a team, with AI-powered insights and campaign dashboards delivered directly where you’re working
Drive marketing efficiency using automation, accelerating processes like approvals
Move work forward as a team and alongside external partners and agencies

5 ways marketers transform working together in Slack

If you’ve ever wondered how to get more done with less, you’re in luck. With Slack’s Workflow Builder tool, nearly 1 million Slack users worldwide are creating time-saving automated workflows without having to write a single line of code.

Slack’s Workflow Builder lets you streamline processes, eliminate manual errors, reduce context switching, and free up valuable human capital to focus on what truly matters: innovation and growth. Best of all, anyone, regardless of their technical background, can deploy it with just a few clicks.

Join this upcoming webinar to learn more and see Workflow Builder in action. You’ll also hear from Mark Burgess, the CEO of Credit Union 1, about how his company is empowering its employees to automate work in Slack and reach their most productive potential.

Automate work and save time with our no-code Workflow Builder

Did you know that 85% of decision makers say service is expected to contribute a larger share of revenue this year?¹ Additionally, 88% of consumers say their experience is even more important than the product.² Service organizations are turning to AI to meet new challenges and scale their contact center and field service. But it’s hard to know how to best take advantage of new technologies.

Join us for this webinar, where you will gain insights into how Slack and Salesforce automation, data and AI capabilities can fuel the efficiency of service organizations and help agents provide exceptional customer experiences.

Things you’ll learn:
The current state of the service industry, including meeting the challenge of increased customer expectations
How automation, data and AI are empowering teams with more productivity through the power of Slack and Salesforce
How customers are leveraging Salesforce Service Cloud and Slack to power better, more efficient service

Deliver exceptional customer service experiences with Slack and Salesforce

Customer Service

Customer Experience

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

Enterprise applications have become a crucial piece of infrastructure for many businesses. The enterprise applications community on BrightTALK features the latest insights in enterprise application integration, enterprise application architecture and EAS software. Join the community to gain access to thousands of videos and webinars presented by recognized enterprise information systems experts and arm yourself with the knowledge you need to succeed.

Enterprise Applications

The IT project management community on BrightTALK includes thousands of IT project and portfolio management professionals. Find relevant webinars and videos on agile methodologies, scrum strategy, project management processes and more. Attend live webinars or view on demand content presented by recognized thought leaders in the IT project management industry.

IT Project Management

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

Get powerful operations insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which systems and processes are driving operational efficiency, maximizing value and customer success.

Operations

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

Deliver exceptional customer service experiences with Slack and Salesforce

Presented by

About this talk

Slack for Enterprise