Cloud Kicks is thinking about implementing Swarming in Slack to allow multiple experts to collaborate...

Swarming in Slack for Service Cloud allows experts to collaborate on complex cases within Slack channels that are linked to Salesforce records. Swarms can be initiated or closed from either Slack or Salesforce, maintaining synchronization between both platforms.

This feature enhances real-time collaboration while ensuring updates, closures, and outcomes are reflected in Service Cloud automatically.

Option A is incorrect—swarms can be initiated from either Slack or Salesforce.

Option B is partially correct but incomplete—messages are visible in the swarm context, but the defining functionality is the bi-directional closure capability.

Referenced Salesforce Materials:

Salesforce Spring ’24 Release Notes – Service Cloud Swarming Enhancements in Slack.

Service Cloud Consultant Exam Guide – Service Cloud Solution Design Domain.

Salesforce Help: “Collaborate with Swarming in Slack for Service Cloud”.