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As Sales and Customer Success reps get back out into the field for in-person customer meetings, trade shows, and events there is a need now more than ever to be able to work with Salesforce from a mobile device.   

While Salesforce continues to improve its mobile experience, they have yet to create a mobile solution that customers love.   It’s still not all that easy to find and update customer and opportunity information from Salesforce’s mobile app.

So when Salesforce acquired Slack last year, many customers of the two platforms got excited about the possibility of using Slack as a mobile front-end to Salesforce.  That’s no surprise…Slack is optimized for mobile, and the prevalence of messaging apps in both our personal and professional lives means it's a user interface with which most reps are comfortable.

But while Salesforce's vision for Slack focused on Digital HQ, there's very little in the roadmap around the mobile experience for customers, and certainly nothing that customers can begin taking advantage of right now.

 

Why Wait?

Troops has been connecting Salesforce and Slack for the past 7 years and has helped companies like Doordash overcome mobile CRM challenges.  In fact, both Slack and Mulesoft (a Salesforce company) are Troops customers.  Using Troops, Customers of Salesforce and Slack can create a robust Salesforce mobile experience in Slack today.

Here is the process in three simple steps:

 

Step 1:  Connect Salesforce to Slack

Connecting Salesforce to Slack will help you make your key data available to reps via Slack so they can access it through the Slack app on their mobile device.  While both Slack and Salesforce offer their own native integrations, only Troops’ platform provides two-way connectivity.  This means that Troops not only brings your Salesforce data to your reps inside of Slack, but it also lets them create new and update existing Salesforce records directly within Slack’s mobile app that immediately sync back to Salesforce. 

With Troops, you can make any field across all standard and custom objects accessible to your reps in Slack, so they can easily access and update anytime and from anywhere.    

 

Step 2:  Build Codeless Workflows

Once you’ve fully integrated Salesforce and Slack with Troops, you can now determine what information to send to your reps via Slack and when. Because mobile is a lightweight experience, the best practice isn’t to send them all of their data, but only the relevant information they need when they need it.

Using Troops’ easy, codeless workflow builder you can set the rules for what information to push and when.   Here are a few examples of the many codeless workflows our customers use today:

Daily Appointments - This early-morning workflow delivers each rep their list of Accounts they’re meeting that day (based on scheduled appointments in their calendars), along with the key data points from Salesforce, making all this key information quickly and easily accessible on their mobile devices.  The workflow can prompt reps to update the account with meeting notes and next steps immediately following each meeting appointment directly on their mobile device. 


Action Button Mobile GIF

 

Weekly Forecast - This Friday afternoon workflow shows reps all opportunities they’ve forecasted to close in the current quarter, and prompts them to update key info including Amount, Close Date, and Next Steps.  Reps can update their forecast on their phones or tablets using the Slack mobile app.

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Key Updates - This real-time workflow keeps reps current on any key changes to their account and opportunities. This workflow helps on the go reps keep track of work their colleagues are doing in support of their book of business, and allows them to take action in real time, from anywhere.

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Step 3:  Drive Immediate Action

Making relevant data accessible to your reps on mobile through Slack is great, but enabling reps to take action directly from their phones is even better!   With Troops you can create action buttons inside Slack that let reps take immediate action, including updating existing Salesforce records or creating new records. 

Some of the actions you can prompt your reps to take:

  1. Update an existing record - Update any field on any standard or custom object.
  2. Create a new record - Add a new contact or create a new case in Service Cloud.
  3. Send an Email - Add a contact to a Pardot marketing nurture campaign or an Outreach Sequence.
  4. Call a Contact - Start a live conversation with your contact directly from your smartphone.

 

Putting it All Together

With these three steps - connection, workflows and actions - you can quickly create a rich mobile experience your reps will love to use on the go.

If your team is clamoring for a better Salesforce mobile solution right away, Troops can help you today. The best way to get started is with a free 30-day trial (you’ll need to Oauth to both Slack and Salesforce to enable the data connections).   You can also schedule a call and demo, we’re always here to help!

Roque Versace

Written by Roque Versace

Chief Revenue Officer

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