Swarm With Slack

With the swarming feature in #salesforce , you can now resolve cases faster by getting real time support from cross functional experts.

Swarming

Swarming helps service agents resolve complex cases faster by collaborating in slack. Using an OTB workflow, agents can automatically come together with the right cross functional experts in Slack.

What's new?

Swarming feature comes with two new Objects:

·     Swarm Members

·     Swarms

And four OTB flows.

Pre requisites

Users must have the service app for #slack downloaded.

Swarming from Slack

Once you have the service app downloaded in slack. You can begin swarm from within slack

you can complete a few actions like:

·     Create a swarm channel

·     Create and edit a case

·     Search on cases accounts and contacts

You can create a new Swarm channel or use an existing channel:

Members of this channel (new or existing) can now see the case and jump in to help.

Update the Case with solution

If someone posts a solution you can post it back to Service Cloud to update the case record:

Once synced with salesforce the swarm can be closed with appropriate credits.

Now if you go back to Salesforce and look at the case, it will provide you with the:

·     Swarm record

·     Swarm members who helped

Swarming from Salesforce

Another option is to swarm from an existing case in Salesforce:

In the process you could also use Expert Finder “a new capability” to add swarm members, based on their skills, capacity and availability.

Swarming tremendously increases productivity with one person handling the entire process, without involving hierarchy, escalation and other red tape. It encourages #collaboration especially for the relatively complex issues. Not only does it improve the #customerexperience but boosts #productivity and leads to a #betterexperience across the board.