Swarming gives support reps the tools to involve other experts and seamlessly log collaboration, participation, and ownership, without tiers getting in the way. To get the most out of Swarming for your business, explore whether your teams prefer to collaborate in Salesforce, Slack, or both.
| Bring Collective Expertise to Customers Faster |
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Get Oriented
360 Blog: What Is Service Swarming? 360 Blog: How Collaborative Customer Service Improves Customer Experience and Accelerates Agent Productivity Consortium for Service Innovation: Intelligent Swarming |
Learn About Swarming in Lightning Experience |
Learn About Swarming in Slack |
| Empower Support Reps to Rapidly Solve Issues in Lightning Experience |
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Set Up Swarming |
Route Swarms to the Right People |
Take Action from Lightning Experience
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Bring Collaboration to Lightning Experience (Optional)
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Drive Collaboration with Swarming Insights |
| Drive Efficiency with Streamlined Collaboration in Slack |
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Set Up Swarming
360 Blog: What Is Service Swarming? 360 Blog: How Collaborative Customer Service Improves Customer Experience and Accelerates Agent Productivity Consortium for Service Innovation: Intelligent Swarming |
Set Up Slack for Swarming |
Take Action in Slack |
- 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. - 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. - Manage Swarming
As users swarm on customer issues, measure engagement with Swarming dashboards and reports, manage your settings, and stay on top of Swarming limitations.