Collaborate with Slack Users to Resolve Customer Issues

Slack is a team communication tool that facilitates synchronous communication across different devices. Regardless of whether the team is co-located or distributed, Slack provides an effective communication channel that's easy to use.

Slack is integrated with Oracle Fusion Service, and here's how you can benefit:

• Without leaving Oracle Fusion Service, you can forward a service request (SR) to a Slack channel or user and collaborate with them to resolve the SR.

• You can communicate effectively among team members and subject matter experts to resolve SRs faster.

• Slack channels show SR information as it happens, and also have a link to the SR for easy access.

• The replies from the Slack users are captured as a message in the SR. Slack users send their replies by using the Reply to Service Request button in Slack.

For more information about how you forward an SR to a Slack channel, see the following topics:

• How You Compose Messages in a Service Request

• Compose Messages