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Limitations and Considerations for Swarming
Before you use Swarming, make sure you understand its limitations.
Required Editions
| View supported editions. |
General Swarming Limitations
- The workspace selector in Begin Swarming shows the workspaces connected to the org, even if the user doesn’t have access to it.
- Swarming isn’t supported for Essentials editions.
- User-cloned flows may not have all the latest Swarming and Service Cloud for Slack features. To get the newest features and updates, use the original flows.
- A Swarm record can’t be owned by a queue.
- If you start a swarm from Slack, the Swarm Description field holds up to 625 characters. However, when posted to a Slack channel, only 255 characters show. The field’s full 625 characters are still recorded on the swarm record in Salesforce.
- If you start a swarm from a flow in Salesforce, the Swarm Description limit is 255.
- If you manually create a Swarm record in Salesforce, the Swarm Description limit is 32,000 characters.
Swarming with Slack
- To let users join a swarm in Slack, make sure the swarm members meet the
following conditions.
- The swarm member must be a Service Cloud user.
- The swarm member must have connected their Salesforce account to the Service Cloud for Slack app.
- The swarm member must belong to the same Slack workspace as the swarm requester.
- To add a swarm member via Expert Finder, the Salesforce org must have the Support Rep Work Trigger flow cloned and activated, and Omni-Channel must be enabled.
- If you had the Service Cloud for Slack app installed before the Summer ’23
release, to send an invite email to join a Slack channel for users outside of
the channel’s workspace, you must reinstall the Service Cloud for Slack app.
- In Slack, from the Service Cloud for Slack app, go to the About tab. Click Configuration. From the app’s Slack App Directory page, click Remove App. Then, readd the app to your Slack workspace.
- Anyone in the Slack workspace can access public channels from the channel selector when you begin swarming in an existing channel.
- You can mention Slack user groups to add its members to a swarm channel, but you can’t add user groups as swarm members when finishing the swarm.
- When starting a swarm in an existing channel, the channel selector lets you choose from only the first 1,000 public and private channels where you’re a member of the channel.
- See Considerations for the Slack Conversations Component.
- Knowledge article drafts in Slack support messages of up to 2,500 characters for English. Other languages may have different character limits. The Slack message is truncated at the character limit.
- A user that selects View in Salesforce for a record in Slack is taken out of Slack and over to the record in Salesforce.
- You can search and edit only Salesforce account, contact, case, and Customer Service Incident Management records in Slack.
- You can create only Salesforce cases, knowledge article drafts, and Customer Service Incident Management records from Slack.
- You can search for in Slack a minimum of three characters and a maximum of 100.
- Rich text, images, videos, attachments, and emoji aren’t supported when creating a knowledge article draft in Slack.
- When creating a knowledge article draft from Slack, you can’t map the Slack Message and Slack Metadata to the same Knowledge field.
- Only users with Knowledge creation permissions in Salesforce can create a knowledge article from Slack.
- For Slack channels with multiple swarms, the list of swarm members can’t be shown when the /service-swarm-close slash command is used. To see the swarm’s members, click the swarm’s Finish Swarming button.
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