Dynamics 365 Customer Service - Support Swarming

How does swarming work?
The process is simple: after the agent enters the details of the issue, they can create a “swarm” request in the system. AI analyzes the information and assigns the most qualified specialist to the case. Everything happens within Microsoft Teams, so there’s no need to switch to other apps to collaborate with an expert.
Benefits for your team:
Faster response times - the agent no longer has to search for an expert. The system automatically assigns the right person to the task.
Efficient collaboration - with integration in Teams, the agent and the expert can instantly share information and make decisions without unnecessary delays.
Simplicity and intuitiveness - creating a swarm request is easy, and the system is flexible enough to meet your company’s needs.
AI benefits in Swarming
Swarming uses artificial intelligence to analyze cases and match specialists based on their skills. This allows agents to focus on solving problems while AI ensures the right expert is involved at the right time.