Communicating with the Field

This page is meant to serve as a guide to communicating with and within the Field using both Slack and email. Read below to find an outline of all Google Groups and Slack channels related to Sales and Customer Success.

In order to drive clarity on this page, it is important to note the difference in definitions between:

1. Sales: Refers to team members in the Enterprise and Commercial Sales teams.
2. CS: Refers to team members in the groups that make up the Customer Success organization.
3. Field: Refers to ALL members of the GTM team – Sales, CS, Marketing (SDRs), Professional Services.

Google Groups

The parent google group of the sales team is sales-all. Several child groups fall within the parent group.

To confirm if you are in a particular Google Group, see the Google Workspace Group Membership Reports. To gain access to new Google Groups, please fill out an access request (AR) form.

Slack Channels and Groups

The primary Slack channels for the field are:

• #field-fyi: Official field announcements channel. Restricted permission levels to help streamline important updates. (Find more information here.)
• #sales: The general channel for WW Sales open to posts from all team members.
• #sales-support: The general channel to ask for sales support from Field Operations.
• #customer-success: The general channel to interact with & within Customer Success.

All field team members should star 🌟 and follow these four channels for important updates about the business. There are multiple team channels in the field organization, outlined below. Please follow the channels relevant to your role. To gain access to private channels, please fill out an access request (AR) form.

Slack Groups

Slack Groups are groups of members in a workspace who often need to be notified at once. The Field organization has multiple Slack Groups that effectively allow a group of people to be cc’d on a Slack communication. Please note that Slack groups send a push notification to all members and should be used sparingly, in accordance with the guidelines around @here mentions in the Handbook.

Only use Slack Groups if:

1. The content of the message is hyper-relevant to ALL members of the group
2. The content of the message is time-sensitive and/or needs immediate action
3. The content of the message has significant impact to the business and/or team

Field Slack Channels

The below channels are specific to the field organization.

Organization-Wide/Management

Sales

Customer Success Consistent with company guidance to use public channels, there are instances where private channels are preferred. As we want to ensure an inclusive environment, the feedback from some of the team is that private channels are sometimes preferred as there is a perception of being judged (i.e., imposter syndrome). The recommendation is to use public channels as it:

• Allows for broader collaboration (i.e., SA/CSM/PS, Product, Marketing, Sales) on solutions, recommendations, and best practices
• Provides ability for broader learning for things such as customer challenges, enablement needs, product documentation improvements, etc.
• Enables the ability to harvest the information for content (i.e., CSM solutions, adoption content for digital journey, product documentation) The recommendation is to use public channels even while it may sometimes feel uncomforable as we want to embrace this.

Field Operations

Channels and Alliances

Helpful Company Slack Channels

The below channels are owned by teams outside of the field organization but might be helpful for field team members to follow given the nature of their roles.

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