To collaborate with subject matter experts and quickly resolve customer issues, swarm in a Slack channel. You can start a swarm from a record in Salesforce or from a Slack channel with the Service Cloud for Slack app installed.
- Swarm in Slack from Lightning Experience
Collaboration with Swarming starts when an agent sends a swarm request to get help to resolve an issue. You can create a swarm in a new channel that is created for this issue, or in an existing channel. - Swarm in Slack from Slack
Your service team consists of all the people who work to close a customer issue. Start a swarm from a channel in Slack to bring in the right experts and keep record of it in Salesforce.