---
schema_version: "1"
id: 74f7765a6587540343576932de8418168d3c78283b090eef8abd85be16cd89bd
title: Swarm on Incidents in Slack for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_slack_swarm.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_slack_swarm.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a4d49c78658e9b0bb4f7d398974a11812b6478f77d3972f71595a659d2bf1bf7
description: Bring the right people together to solve complex issues in a single, unified forum. Swarming in Slack for IT issues allows fulfillers to quickly create a dedicated Slack channel and pull in all necessary stakeholders and experts. This breaks down communication silos and allows for an effecient approach to problem-solving.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Swarm on Incidents in Slack for IT Services

Bring the right people together to solve complex issues in a single, unified forum. Swarming in Slack for IT issues allows fulfillers to quickly create a dedicated Slack channel and pull in all necessary stakeholders and experts. This breaks down communication silos and allows for an effecient approach to problem-solving.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table>

## Business Challenge

When a complex ticket comes in, the required expertise is often scattered across different teams. This leads to fragmented communication, a slow and sequential process for engaging stakeholders, and a lack of a single source of truth for the diagnostic story.

## Solution

Swarming on records in Slack solves these problems by providing an instant, unified collaboration forum.

- The ability to immediately create a dedicated Slack channel and bring all necessary stakeholders into it simultaneously ensures everyone is on the same page from the very beginning.
- By having all stakeholders in one channel, they can share insights and data in real-time, leading to a much faster and more accurate diagnosis than any individual could achieve alone.
- All diagnostic information is centralized in a single forum, preventing the need to piece together context from multiple sources and ensuring a shared understanding of the problem.

IT teams can also use AI actions such as summarizing swarm conversations and then posting the summaries to Chatter feed of the Salesforce record to ensure data integrity.

To start a swarm from an Incident, Problem, or Change Request record, see [Swarm in Slack from Lightning Experience](https://help.salesforce.com/s/articleView?id=slack.slack_apps_service_swarm_in_slack_lex.htm&type=5&language=en_US). To start swarm in Slack, see [Swarm in Slack from Slack](https://help.salesforce.com/s/articleView?id=slack.slack_channel_swarming.htm&type=5&language=en_US).

![swarm incidents on slack](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/it_service/images/it_srvcs_slack_swarm.png)