Use customer support swarming
When an agent is working with a customer and needs to engage with subject matter experts, they can initiate a swarm request. They can do so by selecting the Create swarm button on the command bar.
The Swarm page will open with the Case details pane displayed on the left. The case and account fields are read only and are designed to give other swarm participants the associated details about the case.
On the Swarm page, enter information into the following fields:
Swarm request - Question or statement that reflects what you want help with. The question or statement, such as "coffee machine is broken," will be used to find skills and experts to help you.
Steps already tried - Provide details about steps that you've already taken to try to resolve the issue and any results. These details help confirm that required processes have been followed, and it also provides immediate context for other swarm participants who are invited to collaborate on the issue.
What skills do you need? - The system will attempt to match skills based on your swarm question. The suggested skills are based on the case title and any other case-related conditions that were defined as swarm condition rules. Suggested skills have the light bulb icon next to them. You can also manually select skills that you think are relevant to the case. You can select up to 10 skills (system suggested and manually selected.)
After the swarm request has been created, the following actions and views will occur:
The system finds the minimum set of experts that are needed to cover as many suggested or added skills as possible.
A Participants section opens, where you can view the number of experts who are invited to your swarm who match a particular number of skills.
You can view the names of skills that aren't matched to an expert. If a skill is unmatched, you can work with your supervisor to find experts who match the skill.
You can view names of contacts who are automatically added to the swarm chat.
When an invited expert accepts the swarm invitation, they're automatically added to the swarm chat.
If you select Edit, existing saved skills will remain. If you edit the swarm request, then the following actions will occur:
The system will search for skills to account for the newest information, and it will append skills that are found to the existing ones.
Invited experts and experts who are already in the swarm will remain.
How the invitation to experts works
When you select an expert for your swarm, they'll be sent an automated invitation through an adaptive card. When they accept your invitation, they're attached to the swarm and their skills will be indicated. If the expert declines the invitation, the system will look for the next expert(s) that have the needed skill(s).
The swarm invitation shows the following information:
Inviting agent - The agent who initiated the swarm and invited the expert.
Swarm request - The question that the agent needs help with.
What the agent has tried - A brief description of what the agent has tried prior to creating the swarm.
Expert skills - The required skills that the expert has for the swarm.
Accept and reject - Options for the expert to join or decline the swarm. If an expert declines an invitation and then later decides that they want to join, they can participate by asking you to add them manually. They won't be able to view the Swarm page from the group chat.
When an expert joins a group chat, they'll see a read-only version of the Swarm details form added as a tab. The right pane will display the associated case details. A section will show the agent's swarm request and a summary of what the agent has tried to do to resolve the issue.
Experts who join a swarm can view all participants in the swarm and the skills that they have that resulted in their invitation to the swarm. After the swarm is complete, you can close it and optionally document the swarm resolution.