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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 | 
May 12, 2023 |
- | - |
Business value
Customer support swarming helps resolve complex cases. When a parent case is closed, the associated swarms should be considered addressed. Rather than requiring agents to manually resolve or cancel these swarms, the built-in automation will do it for them.
Feature details
When closing (resolving or canceling) a case, agents will see a pop-up screen that shows the open swarms associated with the case.
- Links will help agents navigate to the open swarms with a message that clearly indicates the call to action and results.
- Agents can make a selection to confirm or cancel the swarms.
- If the agent confirms, the associated swarms will be resolved or canceled.
- If the agent selects cancel, they'll be returned to the case form.
