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            Swarm in Lightning Experience

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            Swarm in Lightning Experience

            Collaboration with swarming starts when a support rep sends a swarm request to get help to resolve an issue. Start a swarm from a record in Salesforce and collaborate with experts from the swarm record’s feed.

            Required Editions

            1. Select the Begin Swarming flow action. It may be a quick action, dynamic action, or in the Actions & Recommendations panel.
            2. Choose how you’d like to add members to the swarm. To add specific team members, select the corresponding option, and then enter their name.
              Add skills for begin swarming modal
              Expert Finder uses skills-based routing to find the person with the right skills and availability and capacity to get the job done.
            3. Select the Add another swarm member checkbox, and then enter details for each person you want to add to the swarm. Then click Next to create your swarm record.
            4. Enter a description of the issue, such as, I need help with a Java and Perl issue, and then click Next.
            5. Start a conversation with experts in the Chatter feed.
              Chatter feed highlighted on Swarm record
             
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            Salesforce Help | Article