Loading
Feature Disruption - Service Cloud VoiceRead More
Feature degradation | Gmail Email delivery failureRead More
Service
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Set Up Swarming

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Service

            Set Up Swarming

            Get rid of tiered support and start swarming in just a few steps. You can choose to keep swarm collaboration on the Salesforce record, or swarm with Slack.

            Required Editions

            View supported editions.
            Tip
            Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See Discover and Set Up Features With Salesforce Go.
            1. Turn On Swarming
              To begin swarming on customer issues and reduce customer resolution times, turn on Swarming.
            2. Set Up Swarming User Permissions
              Give users the permissions that they need to swarm on a record in Lightning Experience. Assign the Slack Service User permission set, which includes access to swarming in Slack, or create a permission set with the required permissions.
            3. Set Up Your Service Console for Swarming
              Optimize the support rep swarming experience and keep swarming front and center with swarming page layouts, tabs, and related lists.
            4. Configure Swarming Flows
              After setup, preconfigured swarming flow templates help support reps quickly start swarms, add members, and close swarms from a record in Salesforce.
            5. Set Up Expert Finder for Swarming
              Set up Expert Finder, a key part of swarming, which is powered by Omni-Channel and skills-based routing.
            6. Set Up a Collaboration Tool for Swarming
              To swarm around customers issues, connect a collaboration tool, like Slack, to Salesforce. If you prefer to use the swarm record’s feed for collaboration, no collaboration tool is required—you just need to enable Feed Tracking for the Swarm object.
             
            Loading
            Salesforce Help | Article