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Use Swarming in Lightning Experience
Start a swarm from a Salesforce record, add experts to the swarm, choose where you want to collaborate, and more.
Required Editions
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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. - Swarm in Slack
Swarm on customer issues with the Service Cloud for Slack app. You can start a swarm from the record in Salesforce or from a Slack channel. - Add Members to a Swarm in Lightning Experience
If resolving a customer issue requires help from others with different skills, you can add members to an ongoing swarm. Use Expert Finder to find people with the best skills, availability, and capacity. Or add people directly, by name. When you’re using Expert Finder, Omni-Channel routes invitations to the best available user with the specified skills and creates swarm member records for the case and swarm. Add swarm members by name, find them by skill with Expert Finder, or skip adding swarm members and add them later. - Close a Swarm in Lightning Experience
Mark a swarm as complete from Lightning Experience. Finishing a swarm sets the end date and time and changes the status and all associated swarm members to Closed. It also frees up space on support reps’ Omni-Channel presence configurations so that they can accept more work. And it shows who’s involved in a swarm in reports. - Reopen a Swarm in Lightning Experience
Reopen a completed swarm from Lightning Experience to seamlessly restart the conversation. Reopening a swarm changes it from a Closed status to an Open one. And, based on how you decide to reopen the swarm, you can open the swarm with the same swarm members or only those members who still have capacity. - Take Action in Slack
To get the most out of Swarming, use the Service Cloud for Slack app to create and search for Salesforce records with easy to use slash commands.
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