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.
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- Turn On Swarming
To begin swarming on customer issues and reduce customer resolution times, turn on Swarming. - 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. - Set Up Your Service Console for Swarming
Optimize the support rep swarming experience and keep swarming front and center with swarming page layouts, tabs, and related lists. - Configure Swarming Flows
After setup, preconfigured swarming flow templates help support reps quickly start swarms, add members, and close swarms from a record in Salesforce. - Set Up Expert Finder for Swarming
Set up Expert Finder, a key part of swarming, which is powered by Omni-Channel and skills-based routing. - Set Up a Collaboration Tool for Swarming
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.