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What is "customer support swarming"?

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Posted on by Pernilla B

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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?

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Haig Liu Microsoft Employee on at

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Hi Pernilla B,

This is the license they need:

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

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Pernilla B 48 on at

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

Best regards,

Pernilla Björkholmen

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