How do I collaborate with Slack?
Using Slack, your service agents can securely collaborate with subject matter experts to quickly resolve customer questions and issues.
You can integrate your sales and service application with Slack using two different methods. These methods are described in detail in the Slack Channels chapter of the Oracle Fusion Service Implementing Service guide.
Oracle supports both public facing and workspace private uses of Slack.
For Slack security layers, Oracle supports https respecting Oracle Fusion
and Slack signing key secret, including Oracle Fusion data security using PUDs
framework (a proxy user framework). The credentials are stored in a credential
store. No one has access except the application, but an administrator can configure it.
Slash commands can be configured. There's a configuration page where you can configure slash commands.
APIs are managed through an admin page that interacts with WLD credentials store.
The Send Additional SR Fields to Slack section isn't applicable for Redwood Service Center. So you can ignore the following topic in that section: Send Additional Fields When an SR Is Forwarded to Slack.