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Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365, Power Platform, and Cloud for Industry release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Apr 6, 2023 |
- | - |
Business value
Customer support swarming enables agents to bring together the right experts across their organization to resolve complex cases faster.
Feature details
Enhancements to customer support swarming include the following highlights:
Enhancements to admin experience
Guided admin setup:
A guided, step-by-step setup helps significantly reduce the time required for administrators to configure swarming in their organizations, helping make the onboarding experience more efficient.
Swarm form enhancements:
During the swarm configuration, administrators will no longer have to manually activate the case form for swarming. It will be automatically activated.
With the swarm form now being customizable, administrators will be able to add a new tab, section, or field to the swarm form (1). The changes they make will promptly reflect on the agent side (2).
Agent experience enhancements
Enhanced user interface for swarm creation:
The swarm creation form now comes with an advanced look and feel. With the visual indicator, agents can view the progress of swarm creation and see a clear indication of steps already completed and those remaining.
Less manual effort required for agents to create swarms:
Agents will no longer have to manually type the swarm title. The title will be prepopulated with the case title, which agents can edit. This will help save time and allow agents to focus on getting the expert help they need to quickly resolve customer cases.
