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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 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Apr 4, 2022 |
- | - |
Business value
Transform an entire organization into a unified customer service team by easily bringing together the right talent to effectively resolve complex cases. Agents and subject matter experts can swarm cases in the applications they're accustomed to using, including Customer Service workspace and Microsoft Teams.
Feature details
Some of the key capabilities of this feature are:
- Intelligent expert finder: Easily discover the best-suited subject matter experts with the right skills.
- Notifications: Notify relevant subject matter experts across Dynamics 365 and Teams.
- Simple collaborative interface: Show relevant information and allow for real-time collaboration. This can be accessed from Dynamics 365 Customer Service or the swarm group chat in Microsoft Teams.
See also
Resolve complex cases faster using customer support swarming (video)
Configure customer support swarming for complex cases (docs)