Channel Strategy10% of the exam
Channel use cases for sales, service and projects
The channel patterns a consultant introduces to a client: internal and Slack Connect account channels for sales, escalation and swarming channels for service, regional channels, and how to narrow broad channels or split a crowded project channel by audience.
Introduce Slack channel use cases to your client.
~7 min read · 6 practice questions ·
What the exam expects
- Recommend account channels for a sales team: an internal channel per account plus a Slack Connect channel per account.
- Recommend a general escalations channel plus individual escalation channels for service, and the settings that support case swarming.
- Recommend regional channels alongside an all-team channel for a follow-the-sun team.
- Fix channels that are too broad by adding narrower ones, and split a crowded project channel by audience under one naming convention.
Key terms:
- Account channel: an internal channel per customer that logs everything about that account.
- Slack Connect channel: a channel shared with people outside the organization.
- Case swarming: agents and experts collaborating on one customer issue at the same time.
- User group: a mentionable handle (such as @designers) that notifies everyone in the group.
Key facts
Internal account channel
- Detail
- One per account; searchable log and workflow launchpoint
External account channel
- Detail
- One per account through Slack Connect, ext- prefix
Escalations
- Detail
- General escalations channel plus individual escalation channels
Follow-the-sun
- Detail
- A channel per region or time zone, such as #cx-apac
Swarming settings
- Detail
- Restricted posting with thread replies; user groups; SCIM; search
User group default channels
- Detail
- Up to 100 per group
Group DM size
- Detail
- Up to nine people
Project split
- Detail
- Slack's own practice: at least three channels per project, one per audience; add more specific channels when a channel's scope grows
- Why does a sales team keep an internal channel per account even when a Slack Connect channel exists?
- Which two settings make case swarming work in a service channel?
- When should a consultant recommend adding channels rather than merging them?
- When a project channel mixes developers, product managers and marketing, what should happen?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Slack Consultant pack
- Core concepts
- Exam traps
- Worked scenario
The pack includes:
- All 38 lessons of the Slack Consultant guide, with reading progress
- Interactive decision walks and step-by-step sequence steppers
- Inline practice questions and one-click topic practice (6 questions for this lesson)
- An official source cited for every claim
- An AI tutor that answers from the guide
- Unlimited timed practice exams