Set Up Swarming User Permissions

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.

Required Editions

View supported editions.

If you create a custom permission set or use an existing one, make sure that the assigned users have Flow User and Service Cloud User licenses. To configure user permissions for swarming in Slack, see Set Up Service Cloud for Slack User Permissions

Give users access to the Swarm Members and Swarms objects at the profile level.
1. From Setup, in the Quick Find box, enter Profiles, and then select Profiles.
2. Select the user profile you want to give access to swarming objects.
3. Click Edit.
4. Under Standard Object Permissions, enable the level of access for the Swarms and Swarm Members objects that you want to assign the user profile. You can grant Read, Create, Edit, and Delete permissions.
  
  Note Users need read access to see a case’s related Swarms and Swarm Member records. Anyone creating Swarms or Swarm Members needs create, read, and edit permission.
5. Repeat for other user profiles as needed.
Assign users the Slack Service User permission set or the permission set that you created. .
1. From Setup, in the Quick Find box, enter Permission Sets, then select Permission Sets.
2. Select the Slack Service User permission set or the one that you created.
3. Select Manage Assignments.
4. Click Add Assignments and assign the permission set to user profiles that use the Service Cloud for Slack app.
  
  Tip To easily sort users by profile, select Create New View and set the filter criteria to Profile equals the Swarming user profile.
5. Click Assign.