Governance Structure (Owner and Admin Roles)8% of the exam
Admin support model: request channels and intake
How to design a client's admin support model in Slack: public plz- request channels and private back-end channels, workflow forms with an emoji claim-and-close loop, integrating an existing ticketing tool, app managers for app requests, and the workspace creation request process and who owns the new workspace.
Facilitate admin support model discussions (for example: request/help/approvals process flows).
~8 min read · 8 practice questions ·
What the exam expects
- Explain why the client's policies and settings decide which admin processes are needed, and prepare for the Governance Session accordingly.
- Recommend public org-wide request channels for users and private org-wide back-end channels for admins, with naming, descriptions and per-type channels.
- Design a request flow: workflow form, private back-end channel, emoji claim and close, DM to the requester; or integrate an existing ticketing tool.
- Spread app request review across app managers instead of removing app approval.
- Set up workspace creation request intake and explain who owns an approved workspace.
- Key terms: request channel (public, org-wide channel where users submit requests, such as #plz-admins); back-end channel (private, org-wide channel where admins coordinate); app manager (member appointed to review app requests alongside Workspace Owners); workspace creation request (a member's request for a new workspace in an Enterprise org, approved by an Org Owner or Org Admin).
Key facts
Request channels
- Detail
- Public, org-wide; for example #plz-admins
Back-end channels
- Detail
- Private, org-wide; for example #team-admin-requests
Before the Governance Session
- Detail
- Review the client's policy and settings selections
Claim and close
- Detail
- Eyes emoji = working on it; check mark = complete; then DM the user
Existing Jira or ServiceNow
- Detail
- Integrate it so admins handle requests in Slack
Who builds workflows
- Detail
- All Full Members by default; members and guests use them; paid plans
App request reviewers
- Detail
- Workspace Owners by default, plus any appointed app managers
Workspace request channel
- Detail
- Must be private and shared across the entire org
Who approves a workspace
- Detail
- Any Org Owner or Org Admin
Owner of an approved workspace
- Detail
- The requester, automatically; the Org Owner is auto-assigned too
Org Owner vs Org Admin
- Detail
- Org Primary Owner assigns Org Owners; Org Owners assign Org Admins
Sources for this section (6)
- Streamline Admin Managementtrailhead.salesforce.com (opens in a new tab)
- Guide to Slack Workflow Builderslack.com (opens in a new tab)
- Manage app requestsslack.com (opens in a new tab)
- Manage workspace creation requestsslack.com (opens in a new tab)
- Simplify Your Workspace Creation Request Processtrailhead.salesforce.com (opens in a new tab)
- Types of roles in Slackslack.com (opens in a new tab)
- Why should request channels be public but back-end channels private?
- When should a client split #plz-admins into several request channels?
- Who receives app requests once app managers are appointed?
- What kind of channel must receive workspace creation requests?
- Why does the Org Owner appear in a workspace nobody added them to?
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
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The pack includes:
- All 38 lessons of the Slack Consultant guide, with reading progress
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