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What is "customer support swarming"?

Posted on by 73

Hi everyone!

Can anyone help me explain what customer support swarming means?

Case:
If our agents has a request/question from the customer, can the agent select anyone that not have a Dynamics-license to answer the request/answer?

Categories:
  • Pernilla B Profile Picture
    Pernilla B 73 on at
    RE: What is "customer support swarming"?

    Hi, thank you, that makes it all clear :)

    Best regards,

    Pernilla Björkholmen

  • Verified answer
    Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at
    RE: What is "customer support swarming"?

    Hi Pernilla B,

    This is the license they need: 

    pastedimage1676014546212v1.png

    https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-customer-support-swarming#license-requirements

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