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Slack Consultant

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Slack Consultant Study Checklist
  • Platform Administrator
  • Platform App Builder
  • Platform Foundations
  • Platform Developer
  • Platform Administrator II
  • Agentforce Sales Consultant
  • Agentforce Service Consultant
  • Platform Data Architect
  • Platform Development Lifecycle and Deployment Architect
  • Platform Identity and Access Management Architect
  • Platform Integration Architect
  • Platform Sharing and Visibility Architect
  • Heroku Architect
  • B2C Solution Architect
  • Experience Cloud Consultant
  • Agentforce Field Service and Operations Consultant
  • Agentforce Nonprofit Consultant
  • Data 360 Consultant
  • Omnistudio Consultant
  • CRM Analytics and Einstein Discovery Consultant
  • Platform User Experience Designer
  • Platform Strategy Designer
  • B2C Commerce Developer
  • JavaScript Developer
  • Omnistudio Developer
  • Platform Developer II
  • Marketing Cloud Engagement Administrator
  • Marketing Cloud Engagement Specialist
  • Marketing Cloud Engagement Consultant
  • Marketing Cloud Account Engagement Specialist
  • Marketing Cloud Next Consultant
  • Agentforce Sales Foundations
  • Business Analyst
  • Marketing Cloud Engagement Developer
  • Marketing Cloud Engagement Foundations
  • Agentforce Specialist
  • Agentforce Life Sciences Consultant
  • B2B Commerce Administrator AP
  • B2B Commerce Developer AP
  • Agentforce Communications AP
  • Agentforce Consumer Goods AP
  • Agentforce Financial Services AP
  • Agentforce Health AP
  • Agentforce Manufacturing AP
  • Public Sector Solutions AP
  • Revenue Cloud Consultant
  • MuleSoft Integration Foundations
  • MuleSoft Developer
  • MuleSoft Developer II
  • MuleSoft Platform Integration Architect
  • MuleSoft Platform Architect
  • Tableau Desktop Foundations
  • Tableau Data Analyst
  • Tableau Consultant
  • Tableau Server Administrator
  • Tableau Next Consultant
  • Tableau Architect
  • Slack Administrator
  • Slack Consultant
  • Slack Developer

Checklist progressProgress

0/286Learned

  • Key areas of a Slack services statement of work
  • Aligning the core client team on the SOW before kickoff
  • Slack project plan built from the SOW and organized by phase
  • Four parallel workstreams of a Slack engagement and their deliverables
  • Platform readiness versus enablement readiness at launch
  • Slack Connect project channel as the engagement communication hub
  • Project channel organization and notification practices
  • Workflows and integrations for asynchronous project check-ins
  • Core client project roles on a Slack services engagement
  • Client team ownership of decisions, configuration and change communications
  • Partner consulting team scope versus client-instance configuration
  • Internal consulting team setup and channel separation
  • Slack account executive versus customer success manager
  • Slack-supported processes and Slack, Partner and client migration task ownership
  • RACI chart for Slack engagement roles and responsibilities
  • Business drivers for a Slack Enterprise Grid migration
  • Sequence of the end-to-end migration lifecycle
  • Grid migration phases and what users experience in each
  • Org-level versus workspace-level data after a migration
  • Lift-and-shift migration of a single workspace into an empty grid
  • Choosing which workspace to migrate first in a multi-workspace consolidation
  • App, integration and audit log continuity through a migration
  • Slack Connect availability during migration downtime
  • Grid migration overview session timing and agenda
  • Workspace audit to confirm in-scope migrating workspaces
  • Destination grid org setup before migration
  • SSO setup and SSO bypass options before a grid migration
  • User provisioning timing around a grid migration
  • Migration Portal request, approval and checklist
  • Migration scheduling and downtime window planning with Slack
  • Premigration report request and limitations
  • User email cleanup against the identity provider
  • Merging matched accounts versus resolving partial-match conflicts
  • Interpreting duplicate and illegal username findings
  • Role conflict resolution before migration
  • Org-level settings versus migrating workspace settings
  • Slack Connect channels shared with the destination org after migration
  • Pre-migration end-user communication and change management plan
  • Migration settings for automated communications and custom profile fields
  • Go/no-go migration readiness meeting with the client
  • Rescheduling, cancelling, or unblocking a scheduled migration
  • Migration-day event sequence and member notifications
  • Monitoring an active migration's status
  • Escalating issues during an active migration
  • Member sign-in, profiles, and workspace access after migration
  • Guiding the client through a post-migration smoke test
  • First-line post-migration troubleshooting and root causes
  • Clearing the app cache for post-migration display issues
  • User Merge tool for duplicate accounts after migration
  • Value of channel-based work over email and direct messages
  • Value Realization methodology and the Slack value map
  • Slack Maturity Framework stages and maturity scores
  • Usage-based ROI analysis of Slack time and cost savings
  • Purpose of discovery in a Slack launch engagement
  • Benefits of researching the client before kickoff
  • Knowledge transfer versus independent client research
  • Background questions to frame before the first client meeting
  • Translating background findings into deliverable implications
  • Experience discovery on pain points, org structure and future goals
  • Existing Slack use and uneven adoption across client teams
  • Discovering current Slack learning practices and future enablement needs
  • Discovery inputs required by each launch deliverable
  • Purpose and qualities of a Slack vision statement
  • Discovery questions that help a client define its Slack vision
  • Building on existing CSM vision work versus starting from scratch
  • Translating client business goals into measurable Slack success metrics
  • Adoption versus engagement as measures of Slack success
  • Analytics sources versus qualitative feedback for tracking success
  • Executive sponsor and leadership sign-off on vision and success metrics
  • Focus areas of Slack management discovery
  • Security and policy discovery for existing Slack customers versus new clients
  • Governance questions on who decides and manages Slack policies
  • Questions on current permissions, restrictions and security guidelines
  • Single sign-on and identity requirements for employees and guests
  • External collaboration and Slack Connect discovery questions
  • Discovering current app usage and app approval practices
  • Preparing the policies and settings session from security and compliance discovery
  • Core discovery considerations that shape Enterprise Grid design
  • Existing workspaces, sprawl and acquisitions as grid design inputs
  • Client admin model and the role cascade as grid design inputs
  • App usage findings and org-level versus workspace-level app management
  • Social and global workspaces for engagement and culture goals
  • Routing discovery findings to grid design and other deliverables
  • From discovery findings to a point of view of grid design options
  • Enterprise Grid versus unconnected workspaces on other Slack plans
  • Components of an Enterprise Grid design
  • Key questions a grid design answers
  • Benefits of a thoughtful grid design for members and admins
  • Collaboration networks versus the org chart as the basis for workspaces
  • Grid simplicity and workspace count
  • Primary workspace target and context switching
  • Easy-to-follow grid structure and workspace naming guidelines
  • Org-wide channels for company-wide communication
  • Channel, multi-workspace channel or new workspace for cross-team work
  • Criteria and costs of creating a new workspace
  • Approach to external collaboration in a grid design
  • Centralized versus distributed grid design models
  • Benefits and considerations of a centralized grid design
  • Benefits and considerations of a distributed grid design
  • Separate workspace for a group with divergent policies and settings
  • Choosing a workspace access level
  • Open core workspaces versus locked-down workspaces
  • Design options for sensitive or regulated information
  • Grid design options after a merger or acquisition
  • Articulating grid design options and a recommended option
  • Purpose and advisory approach of the grid design workshop
  • Grid design workshop attendees and the final design approver
  • Timing and length of the grid design workshop in the project plan
  • Handling client feedback and requested changes to proposed grid designs
  • Pressure-testing the selected grid design before closing the workshop
  • Driving stakeholder alignment toward final grid design sign-off
  • Executive summary of the chosen grid design
  • Workspace decision tree as growth guidance after grid sign-off
  • Org-level versus workspace-level settings and their categories
  • Org policies versus workspace-level control of settings
  • Workspace access levels for a workspace's purpose
  • Translating discovery findings into initial settings recommendations
  • Running the policies and settings workshop
  • Settings decision ownership and the governance session handoff
  • Settings precedence when migrating workspaces into an Enterprise org
  • Org Primary Owner, Org Owner and Org Admin distinctions
  • Workspace Primary Owner, Workspace Owner and Workspace Admin distinctions
  • Workspace Owner versus Workspace Admin control of workspace settings
  • Guest account types versus full members and admins
  • System roles and custom roles for delegating specific admin tasks
  • Assigning and scoping system roles at org and workspace level
  • Slack analytics tools available by plan
  • Analytics dashboard access and member metrics privacy controls
  • Analytics Admin system role for delegated analytics access
  • Workspace analytics dashboard tabs and metric definitions
  • Org analytics dashboard views across an Enterprise organization
  • Navigating, filtering and exporting analytics dashboard data
  • Using dashboard data to track Slack adoption and success metrics
  • Slack authentication options and SSO availability by plan
  • SAML SSO configuration values for Slack and the identity provider
  • NameID and email matching when users sign in with SSO
  • Requiring SSO versus partial SSO and guest exclusions
  • Just-in-time versus SCIM provisioning
  • IdP groups connected to workspaces and channels
  • Profile sync and restrictions on email and display name changes
  • Coordinating SSO setup with the client's identity provider team
  • Session duration and forced sign-out policies
  • Mandatory two-factor authentication versus IdP-enforced MFA
  • Custom Terms of Service as an access gate
  • Public file sharing and file download restriction policies
  • Mobile security and EMM controls for an Enterprise organization
  • Domain claiming for an Enterprise organization
  • Audit logs and anomaly event responses for security monitoring
  • Message retention policy options for compliance requirements
  • Retention setting levels and member override permissions
  • Retention behaviour in multi-workspace and Slack Connect channels
  • Legal holds versus retention policies for preserving data
  • Native data export types and plan eligibility
  • DLP versus eDiscovery solutions built on the Discovery API
  • Retention effects on native exports, eDiscovery archives, and deleted channels
  • Data residency for regional data storage requirements
  • Matching regulated-industry needs to Slack certifications and offerings
  • Channel creation permissions for public and private channels
  • Permissions to archive, delete, convert and rename channels
  • Org-wide versus workspace default channels at launch
  • Posting permissions for announcement and org-wide channels
  • Controls on @channel, @here and @everyone mentions
  • Channel Managers for delegated channel administration
  • Multi-workspace and org-wide channel management on Enterprise Grid
  • Channel management tools access and the Channels Admin system role
  • Org-level versus workspace-level control of Slack Connect
  • Slack Connect invitation approval and acceptance settings
  • Slack Connect invitation types and direct message permissions
  • Per-organization Slack Connect settings for trusted partners
  • Slack Connect security and visibility controls
  • Managing external people and organization connections
  • Slack Connect channels versus guest accounts for external partners
  • Default app installation behavior and enabling workspace app approval
  • Org-level app management policy versus workspace-level app control
  • Pre-approving versus restricting apps
  • Identifying apps to preapprove from the client's current tools
  • App approval policy and review criteria
  • Delegating app request review to app managers
  • App request intake workflow and member communication
  • Recommended app management settings for a security-conscious launch
  • Workspace app permissions beyond app approval
  • Sign in with Slack permissions
  • Working in channels versus direct messages
  • Public versus private channels for client use cases
  • Search-first and purpose-setting practices for new channels
  • Value of building an initial channel set before launch
  • Stakeholders to include in a channel strategy session
  • Timing and preparation for the channel strategy session
  • Default channel recommendations for launch and new-user onboarding
  • Required versus optional default channels and how defaults apply to members
  • Behavior and limits of the general channel
  • Right-sizing channel count and keeping many channels manageable
  • Archiving, renaming, and converting channels as work changes
  • Multi-workspace channels versus org-wide channels
  • Slack Connect channels as an external channel type
  • Purpose and business value of a channel naming convention
  • Prefix-plus-qualifier channel naming formula
  • Matching standard channel prefixes to channel purposes
  • Tailoring a naming convention to the client's organization
  • Publishing naming standards and prepopulating channel prefixes
  • Naming conventions for Slack Connect and external channels
  • Matching client pain points to common channel ways of working
  • Internal communications channels for announcements, all-hands and AMAs
  • Help and triage channels for internal support requests
  • Project management use cases and project channel structure
  • Social and community channels for engagement and culture
  • Slack Connect channels for collaboration with external organizations
  • Channel use cases that advance a client's Slack maturity stage
  • Workflow Builder value and choosing processes to automate
  • Core components of a Slack workflow
  • Onboarding welcome workflow for new team and channel members
  • New hire onboarding channel template
  • Standup workflows with scheduled reminders and update forms
  • Surfacing workflows through the Workflows tab and featured workflows
  • Workflow Builder access permissions and admin restrictions

Identify the governance team and help assign roles

0/10

  • Governance Session goals and timing in a Slack engagement
  • Three-part structure of a Slack governance team
  • Executive sponsor versus product owner on the core team
  • Org Owner versus Org Admin on the core governance team
  • Choosing and safeguarding the Primary Owner role
  • Workspace-level admin roles on the workspace-level team
  • Owner and admin role assignment hierarchy
  • Role of champions in Slack governance
  • Supporting team functions in Slack governance
  • Cadence of recurring governance activities and the roles involved

Facilitate admin support model discussions

0/7

Support model discussion points for the Governance Session

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Core best practices for a Slack user support model

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Building the support model on existing IT help infrastructure

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Routing user requests by support category

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Tiered escalation for Slack how-to questions and technical issues

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Scope and triage of the admin support request channel

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Request, help and approval process flows for admin support

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Based on a client scenario, identify and advise on critical admin processes and workflows that can be migrated to Slack

0/13

  • Policies and settings decisions as the driver of admin request processes
  • Request channels versus back-end channels for admin requests
  • Admin request channel setup and naming practices
  • Identifying admin processes to move into Slack workflows
  • Channel management request workflows for restricted channel actions
  • Multi-workspace channel request process
  • Slack Connect channel request and approval process
  • Guest access requests and guest type selection
  • App request review for apps outside the preapproved list
  • Choosing an app governance decision flow
  • New workspace requests and the workspace decision tree
  • Onboarding employees who join after the Slack launch
  • Analytics dashboard insights for ongoing admin governance
  • Overview of Slack's experiential learning approach
  • Live training versus video or self-paced learning
  • Purpose and contents of the Slack learning plan deliverable
  • Admin Essentials, User Essentials and Grid Orientation by audience
  • Admin curriculum tailored to governance roles and admin processes
  • Client design and settings decisions as inputs to learning content
  • Learning-needs discovery for a tailored learning plan
  • Core Slack skills in an end-user curriculum
  • Presentation material flow for live Slack training
  • Facilitation guide versus learner-facing presentation materials
  • Customizing Slack training templates when clients request advanced topics
  • Self-serve learning formats for on-demand learners
  • Slack-provided learning resources such as the Template Gallery
  • In-Slack tip campaigns through help and tips channels
  • Training channel versus sandbox in live Slack training
  • Training channel configuration standards
  • Slack Connect training channels with an external consultant
  • Sandbox preflight for live demonstrations
  • Choosing in-channel activities to engage learners during a session
  • Handling learner questions while delivering live training
  • Ongoing learner support after live sessions
  • Scaling training delivery through a Slack champions network
  • Tiered support path for user Slack issues
  • Sign-in troubleshooting for end users
  • Desktop app and browser connection errors for end users
  • Users not receiving Slack notifications
  • Stuck badges, unread threads and delayed or silent notifications
  • Huddle audio, video and screen sharing issues
  • Admin settings, policies and plan limits that users experience as errors
  • Communications plan as a change-management deliverable
  • Stages and senders of a Slack launch communication plan
  • Consultant versus client ownership of rollout communications
  • Client launch team roles in delivering rollout communications
  • Key messaging document elements
  • Tailoring key messaging for different client audiences
  • Essential content of a Slack launch announcement
  • Sequencing communication waves from first announcement to launch day
  • Choosing delivery channels for launch communications
  • Preparing a companywide announcement channel for launch
  • Phased versus companywide rollout and pre-launch foundations
  • Post-launch nudges and reinforcement to lift adoption

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  1. Slack Consultant Checklist
  3. Governance Structure (Owner and Admin Roles)

Tiered escalation for Slack how-to questions and technical issues

Explainer

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Practice Question

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Next conceptScope and triage of the admin support request channel

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  1. Slack Consultant Checklist
  3. Governance Structure (Owner and Admin Roles)
Tiered escalation for Slack how-to questions and technical issues

Explainer

Learn More

Practice Question

Studying for this exam?

This is one of 286 concepts on the Salesforce Slack Consultant exam.

Looking for practice exams? Click below to try one!

Keep going

Next conceptScope and triage of the admin support request channel

Explainer

A Slack support model tells end users where to go for help and what happens when their first stop does not solve the problem. For how-to questions and technical issues, support is tiered: users search first, then ask in a dedicated channel or the help desk, and the IT help desk escalates to Slack only when it cannot resolve the issue.
Core information
  • Slack user requests typically fall into three categories: common Slack questions (general how-to, such as creating a channel, threading, or updating a profile), technical issues (access problems, system bugs, and features not working properly), and admin support requests (actions users need an admin to complete). A consultant recommends a tiered escalation process for each category and discusses the resources each one needs.
More details and nuances
  • In both the how-to path and the technical path, the step that reaches Slack comes from the IT help desk at Tier 3 using /feedback. End users work through search and internal channels first.

Explainer

A Slack support model tells end users where to go for help and what happens when their first stop does not solve the problem. For how-to questions and technical issues, support is tiered: users search first, then ask in a dedicated channel or the help desk, and the IT help desk escalates to Slack only when it cannot resolve the issue.
Core information
  • Slack user requests typically fall into three categories: common Slack questions (general how-to, such as creating a channel, threading, or updating a profile), technical issues (access problems, system bugs, and features not working properly), and admin support requests (actions users need an admin to complete). A consultant recommends a tiered escalation process for each category and discusses the resources each one needs.
More details and nuances
  • In both the how-to path and the technical path, the step that reaches Slack comes from the IT help desk at Tier 3 using /feedback. End users work through search and internal channels first.