Swarm on an Incident, Problem, or Change Request

To quickly resolve a show-stopping incident, start a swarm in Slack and collaborate with subject matter experts. Support reps can swarm on an incident to keep the team up to date and share updates. DevOps teams can swarm on a problem to assemble the best team to find the root cause. Support reps and DevOps teams can swarm on a change request to align on a solution.

Required Editions

View supported editions.

To swarm in Slack, your Salesforce admin must first complete the Service for Slack app setup.

Note Service Cloud is now Agentforce Service. You may see references to Service Cloud in Salesforce applications and documentation.

1. Get the Service for Slack app.
2. Start a swarm from the record in Salesforce or from a channel in Slack.
3. Add members to the swarm in Salesforce. Users are also added to Salesforce as a swarm member whenever a new member is added to a Slack channel created for swarming.
4. When the collaboration is over, finish the swarm.