---
schema_version: "1"
id: d9329d6f9abbc538adb9669115c1b02eaa9efa7d2493501ce5d2e931a538c9e3
title: Enable Collaboration with Swarming
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_swarming_intro.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_swarming_intro.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f2d4e6127362bb3281e0b7a80993ae38020876f0b86d963e501d1c9d00f57775
description: 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.
products:
  - Service Cloud
release: "264"
---
# Enable Collaboration with Swarming

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.

![Swarming banner](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/swarming/main-banner-lm-swarming.png)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><em><strong>Bring Collective Expertise to Customers Faster</strong></em></td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
      </colgroup>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="service_swarming_intro__image_ugk_2qy_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_ugk_2qy_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Start"></span>
            </p>
            <p>
              <strong>Get Oriented</strong>
            </p>
            <p>
              <a name="service_swarming_intro__image_b1z_mry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_b1z_mry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_trailhead.png" alt="Trailhead"></span>
              <em>Trailhead:</em>
              <a href="https://trailhead.salesforce.com/content/learn/trails/service-cloud-for-slack" target="_blank">Service Cloud for Slack</a>
            </p>
            <p>360
              Blog: <a href="https://www.salesforce.com/blog/what-is-case-swarming/" target="_blank">What Is Service Swarming?</a></p>
            <p>360
              Blog: <a href="https://www.salesforce.com/blog/collaborative-customer-service/" target="_blank">How Collaborative Customer Service
                Improves Customer Experience and Accelerates Agent Productivity</a></p>
            <p>Consortium for
              Service Innovation: <a href="https://library.serviceinnovation.org/Intelligent_Swarming" target="_blank">Intelligent Swarming</a></p>
            <p class="doc_video">
              <a name="service_swarming_intro__image_pbs_4ry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_pbs_4ry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_video.png" alt="Video"></span>
              <em>Video:</em>
              <a class="doc_video_link" href="https://salesforce.vidyard.com/watch/Zv4osFTZFGzvweZZiHQXts?" target="_blank">
                <span class="doc_video_title">Service: Core Service: Swarming</span>
              </a>
            </p>
            <p style="margin-bottom:0;">
              <a name="service_swarming_intro__image_n1t_qry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_n1t_qry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.service_swarming_limitations.htm&amp;release=264.0.0&amp;type=5" title="Before you use Swarming, make sure you understand its limitations.">Limitations and Considerations for
                Swarming</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="service_swarming_intro__image_ct5_fqy_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_ct5_fqy_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_build_1.png" alt="Build"></span>
            </p>
            <p>
              <strong>Learn About Swarming in Lightning
                Experience</strong>
            </p>
            <p style="margin-bottom:0;">
              <a name="service_swarming_intro__image_xdl_rry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_xdl_rry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.swarming_in_lex.htm&amp;release=264.0.0&amp;type=5" title="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 Lightning Experience</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="service_swarming_intro__image_vhm_sqy_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_vhm_sqy_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_learn_end_1.png" alt="End"></span>
            </p>
            <p>
              <strong>Learn About Swarming in Slack</strong>
            </p>
            <p style="margin-bottom:0;">
              <a name="service_swarming_intro__image_vmp_rry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_vmp_rry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=slack.slack_apps_service_swarm_in_slack.htm&amp;type=5&amp;language=en_US" target="_blank">Start a Swarm in
                Slack</a>
            </p>
          </td>

        </tr>
      </tbody>
    </table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><em><strong>Empower Support Reps to Rapidly Solve Issues in Lightning Experience</strong></em></td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
      </colgroup>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="service_swarming_intro__image_as5_nqy_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_as5_nqy_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Start"></span>
            </p>
            <p>
              <strong>Set Up Swarming</strong>
            </p>
            <p>
              <a name="service_swarming_intro__image_uyv_rry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_uyv_rry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.turn_on_swarming.htm&amp;release=264.0.0&amp;type=5" title="To begin swarming on customer issues and reduce customer resolution times, turn on Swarming.">Turn On Swarming</a>
            </p>
            <p class="doc_video">
              <a name="service_swarming_intro__image_ovx_rry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_ovx_rry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.set_up_perms_swarming.htm&amp;release=264.0.0&amp;type=5" title="Give users the permissions that they need to swarm on a record in Lightning Experience. Assign the Slack Service User permission set, which includes access to swarming in Slack, or create a permission set with the required permissions.">Set Up Swarming User Permissions</a>
            </p>
            <p>
              <a name="service_swarming_intro__image_lpz_rry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_lpz_rry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.set_up_flows_swarming.htm&amp;release=264.0.0&amp;type=5" title="After setup, preconfigured swarming flow templates help support reps quickly start swarms, add members, and close swarms from a record in Salesforce.">Configure Swarming Flows</a>
            </p>
            <p style="margin-bottom:0;">
              <a name="service_swarming_intro__image_rlb_sry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_rlb_sry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.console_objects_swarming.htm&amp;release=264.0.0&amp;type=5" title="Optimize the support rep swarming experience and keep swarming front and center with swarming page layouts, tabs, and related lists.">Set Up Your Service Console for Swarming</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="service_swarming_intro__image_rbd_4qy_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_rbd_4qy_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_build_1.png" alt="Build"></span>
            </p>
            <p>
              <strong>Route Swarms to the Right People</strong>
            </p>
            <p style="margin-bottom:0;">
              <a name="service_swarming_intro__image_ezd_sry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_ezd_sry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.prep_omni_for_swarming.htm&amp;release=264.0.0&amp;type=5" title="Set up Expert Finder, a key part of swarming, which is powered by Omni-Channel and skills-based routing.">Set Up Expert Finder for Swarming</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="service_swarming_intro__image_pks_4qy_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_pks_4qy_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_integrate_1.png" alt="Integrate"></span>
            </p>
            <p>
              <strong>Take Action from Lightning
                Experience</strong>
            </p>
            <p>
              <a name="service_swarming_intro__image_z5h_sry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_z5h_sry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.swarming_in_lex.htm&amp;release=264.0.0&amp;type=5" title="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 Lightning Experience</a>
            </p>
            <p>
              <a name="service_swarming_intro__image_onj_sry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_onj_sry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.add_members_swarm.htm&amp;release=264.0.0&amp;type=5" title="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.">Add Members to a Swarm in Lightning Experience</a>
            </p>
            <p>
              <a name="service_swarming_intro__image_dhl_sry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_dhl_sry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.finish_swarming.htm&amp;release=264.0.0&amp;type=5" title="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.">Close a Swarm in Lightning Experience</a>
            </p>
            <p style="margin-bottom:0;">
              <a name="service_swarming_intro__image_ccn_sry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_ccn_sry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.reopen_a_swarm.htm&amp;release=264.0.0&amp;type=5" title="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.">Reopen a Swarm in Lightning Experience</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="service_swarming_intro__image_v45_qqy_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_v45_qqy_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_user_2.png" alt="Person"></span>
            </p>
            <p>
              <strong>Bring Collaboration to Lightning Experience
                (Optional)</strong>
            </p>
            <p>
              <a name="service_swarming_intro__image_ohs_sry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_ohs_sry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.service_swarm_slack_collab_tool.htm&amp;release=264.0.0&amp;type=5" title="To swarm around customers issues, connect a collaboration tool, like Slack, to Salesforce. If you prefer to use the swarm record’s feed for collaboration, no collaboration tool is required—you just need to enable Feed Tracking for the Swarm object.">Set Up a Collaboration Tool for Swarming</a>
            </p>
            <p>
              <a name="service_swarming_intro__image_cyt_sry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_cyt_sry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=slack.set_up_slack.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up Slack</a>
            </p>
            <p>
              <a name="service_swarming_intro__image_jrv_sry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_jrv_sry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=slack.service_swarm_slack_set_up_slack_conversations.htm&amp;type=5&amp;language=en_US" target="_blank">Set Up the Slack Conversations Component</a>
            </p>
            <p style="margin-bottom:0;">
              <a name="service_swarming_intro__image_n13_try_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_n13_try_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=slack.swarm_slack_conversations_limitations.htm&amp;type=5&amp;language=en_US" target="_blank">Considerations for the Slack
                Conversations Component</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="service_swarming_intro__image_fds_rqy_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_fds_rqy_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_learn_end_1.png" alt="End"></span>
            </p>
            <p>
              <strong>Drive Collaboration with Swarming
                Insights</strong>
            </p>
            <p style="margin-bottom:0;">
              <a name="service_swarming_intro__image_zlm_try_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_zlm_try_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.create_swarm_report.htm&amp;release=264.0.0&amp;type=5" title="To create swarm reports, use the out-of-the-box Service Cloud Swarming Reports and Dashboards AppExchange package, or create one of three report types. The package preconfigures report types, delivers several Swarming reports, and includes a complete swarming dashboard.">Create a Swarm Report</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">&nbsp;</td>

        </tr>
      </tbody>
    </table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><em><strong>Drive Efficiency with Streamlined Collaboration in Slack</strong></em></td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
        <col style="width:33.33333333333333%">
      </colgroup>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="service_swarming_intro__image_ygc_1ry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_ygc_1ry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_start.png" alt="Start"></span>
            </p>
            <p>
              <strong>Set Up Swarming</strong>
            </p>
            <p>
              <a name="service_swarming_intro__image_cpx_nry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_cpx_nry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_trailhead.png" alt="Trailhead"></span>
              <em>Trailhead:</em>
              <a href="https://trailhead.salesforce.com/content/learn/trails/service-cloud-for-slack" target="_blank">Service Cloud for Slack</a>
            </p>
            <p>360
              Blog: <a href="https://www.salesforce.com/blog/what-is-case-swarming/" target="_blank">What Is Service Swarming?</a></p>
            <p>360
              Blog: <a href="https://www.salesforce.com/blog/collaborative-customer-service/" target="_blank">How Collaborative Customer Service
                Improves Customer Experience and Accelerates Agent Productivity</a></p>
            <p>Consortium for
              Service Innovation: <a href="https://library.serviceinnovation.org/Intelligent_Swarming" target="_blank">Intelligent Swarming</a></p>
            <p>
              <a name="service_swarming_intro__image_kjn_pry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_kjn_pry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_video.png" alt="Video"></span>
              <em>Video:</em>
              <a class="doc_video_link" href="https://salesforce.vidyard.com/watch/Zv4osFTZFGzvweZZiHQXts?" target="_blank">
                <span class="doc_video_title">Service: Core Service: Swarming</span>
              </a>
            </p>
            <p style="margin-bottom:0;">
              <a href="https://help.salesforce.com/s/articleView?id=service.service_swarming_limitations.htm&amp;release=264.0.0&amp;type=5" title="Before you use Swarming, make sure you understand its limitations.">Limitations and Considerations for Swarming</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="service_swarming_intro__image_ovq_1ry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_ovq_1ry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_build_1.png" alt="Build"></span>
            </p>
            <p>
              <strong>Set Up Slack for Swarming</strong>
            </p>
            <p style="margin-bottom:0;">
              <a name="service_swarming_intro__image_qcc_5ry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_qcc_5ry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=service.swarming_in_lex.htm&amp;release=264.0.0&amp;type=5" title="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 Lightning Experience</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="service_swarming_intro__image_cn1_bry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_cn1_bry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/learning_maps/lm_learn_end_1.png" alt="End"></span>
            </p>
            <p>
              <strong>Take Action in Slack</strong>
            </p>
            <p style="margin-bottom:0;">
              <a name="service_swarming_intro__image_uhf_5ry_scc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="service_swarming_intro__image_uhf_5ry_scc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/bi_edd_landing_help.png" alt="Help documentation"></span>
              <a href="https://help.salesforce.com/s/articleView?id=slack.slack_apps_service_swarm_in_slack.htm&amp;type=5&amp;language=en_US" target="_blank">Start a Swarm in
                Slack</a>
            </p>
          </td>

        </tr>
      </tbody>
    </table>

- **[Set Up Swarming](https://help.salesforce.com/s/articleView?id=service.set_up_swarming.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.swarming_in_lex_intro.htm&release=264.0.0&type=5)**  
    Start a swarm from a Salesforce record, add experts to the swarm, choose where you want to collaborate, and more.
- **[Manage Swarming](https://help.salesforce.com/s/articleView?id=service.service_swarm_manage.htm&release=264.0.0&type=5)**  
    As users swarm on customer issues, measure engagement with Swarming dashboards and reports, manage your settings, and stay on top of Swarming limitations.