Salesforce Churn Risk Alert

Automatically scans your Salesforce customer accounts every weekday morning at 8 AM, calculates a churn risk score (0–100) based on inactivity, open cases, and missing opportunities, and posts formatted alerts to Slack for high-risk accounts.

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Prerequisites

• n8n instance (self-hosted or n8n Cloud)
• Salesforce account with API access enabled
• Slack workspace with a bot OAuth token
• n8n Salesforce credential (OAuth2) — setup guide
• n8n Slack credential (OAuth2) — setup guide

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Setup Steps

1. Import the workflow

In n8n, go to Workflows → Import from File and select workflow.json.

2. Configure Salesforce credentials

• Open the "Query Salesforce Accounts" node
• Click the Credentials dropdown → Create New
• Follow the Salesforce OAuth2 setup (you need a Connected App in Salesforce with api and refresh_token scopes)
• Required Salesforce permissions: Read access on Account, Case, and Opportunity objects

3. Configure Slack credentials

• Open the "Post Risk Alert to Slack" node
• Click the Credentials dropdown → Create New
• Add your Slack Bot Token (starts with xoxb-)
• Required Slack scopes: chat:write, chat:write.public

4. Set your Slack channel

• In the "Post Risk Alert to Slack" node, change #cs-alerts to your target channel
• Make sure the Slack bot is invited to that channel (/invite @your-bot-name)

5. Tune the risk threshold (optional)

• Open the "Risk Score Above 60?" IF node
• Change the value 60 to your preferred threshold
• Recommended ranges: 60 = high attention, 75 = critical only

6. Adjust the SOQL query (optional)

• Open the "Query Salesforce Accounts" node
• Default inactivity window is LAST_N_DAYS:30 — change to LAST_N_DAYS:14 for tighter monitoring
• If your accounts use a custom field for customer type, replace Type = 'Customer' with your condition

7. Activate the workflow

• Toggle the workflow to Active
• It will run Monday–Friday at 8:00 AM server time

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Risk Score Breakdown

Signal

Weight

Max Points

Days since last Salesforce activity	40%	40 pts
Open cases created in last 30 days	30%	30 pts
No open renewal/expansion opportunity	15%	15 pts
No logged activity in 14 days	15%	15 pts

Score interpretation:

• 75–100: 🔴 Critical — escalate immediately
• 60–74: 🟠 High — review same day
• 40–59: 🟡 Medium — monitor closely
• 0–39: 🟢 Low — healthy

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Slack Message Format

🚨 *Churn Risk Alert: Acme Corp*

Risk Score: *78/100* — 🔴 Critical

*Top Risk Factors:*
• No activity in 47 days
• 4 open case(s) in last 30 days
• No open renewal or expansion opportunity

*CSM:* Jane Smith
*Salesforce:* https://login.salesforce.com/001...

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Troubleshooting

"No accounts returned" from Salesforce

• Check that Type = 'Customer' matches your Account Type picklist exactly — it's case-sensitive in SOQL
• Verify your Salesforce user has read access to the Account, Case, and Opportunity objects

Slack message not sending

• Confirm the bot is invited to the channel: /invite @your-bot-name
• Check that your Slack credential has chat:write scope

Wrong owner name showing

• The workflow reads Owner.Name via a relationship query. If your Salesforce org uses a custom field for the CSM, change Owner.Name in the SOQL and update the ownerName reference in the Code node to account.CSM_Name__c (or your field API name)

All accounts showing score 0

• Check that Salesforce is returning LastActivityDate — if all accounts show null, activity logging may be disabled in your org (Settings → Activity Settings → Enable Activity Feed)