Enable Swarming for Employee Service (ITSM) in Salesforce — the Salesforce Go feature service-cloud-swarming that lets IT Desk agents pull in subject-matter experts to collaboratively resolve incidents in real time. Use this for: 'turn on swarming', 'enable service-cloud-swarming', 'set up swarming

Enable Swarming for Employee Service (ITSM) Enable the Salesforce Go feature "Swarming" ( service cloud swarming ) — the feature that helps service reps pull in the right collaborators and subject matter experts to resolve incidents in real time. Every operation dispatches through headless 360 . Execute one step at a time. These steps make real, state changing API calls. Run a single operation, show its result, confirm it succeeded, then proceed — do not batch multiple setup calls into one parallel block. Scope In scope : Enabling the service cloud swarming Go feature via its feature enablement Connect API; verifying feature state afterward; setting the "Select a Collaboration Tool" picklist (the API level target of the "Set Teams as Collaboration Tool for Swarming" checklist item) to Teams via the org values Connect API. Out of scope : The base Microsoft Teams ITSM Salesforce Go page toggle ( ITSMTeamsEnabled ) and Azure/Entra app registration — use service itsm teams configure (Swarming requires Teams to already be set up as a prerequisite, per the Go page). Notification channel preferences ( Notifications / TeamsNotifications ) — a separate concern from this feature. Portal/site creation — use experience portal create . The problem this skill solves "Set Teams as Collaboration Tool for Swarming" is one item in the "Set Up Salesforce IT Desk" checklist on the Teams ITSM Go page ( service cloud itsm teams integration 's feature page) — but it is gated behind a separate Go feature, service cloud swarming , which must be turned on first. This skill is the dedicated place to turn Swarming on, so service itsm teams configure can delegate to it instead of duplicating feature enablement logic. Workflow Step 1 — Check current feature status Response shape: Note: this endpoint is POST only despite being a status read — a GET with queryParams returns 405 METHOD NOT ALLOWED "Allowed are POST" . If status is already "ENABLED" , skip to Step 3 (verification) — do not re enable. If enableBlockedReasons is non empty, surface those reasons to the user before attempting Step 2. Step 2 — Enable the feature Verified live: returns 201 {"success":true} cleanly (unlike the Teams feature enable, this call did not exhibit the "500 that still succeeds" gotcha in testing — but re check status afterward regardless, since Go feature enable calls can be flaky in general). Step 3 — Verify Expect status: "ENABLED" . Step 4 — Check current collaboration tool value Response shape — exactly one of the four value fields is populated: stringValue holds the current picklist selection: "None" , "Slack" , or "Teams" . This is the same Java enum gated org value endpoint family described in setup connect api 's get org value / update org value / verify org value update steps — valueName must be the literal Java enum constant name ( SWARM COLLABORATION TOOL , SCREAMING SNAKE CASE), not a camelCase guess like SwarmCollaborationTool . If already "Teams" , skip to Step 6 (report) — do not re issue the write. Step 5 — Set the collaboration tool to Teams Verified live: returns 200 { "stringValue": "Teams", ... } . This is the API level write behind the Swarming Go feature page's "Select a Collaboration Tool" dropdown — the same control the Teams ITSM Go page's "Set Teams as Collaboration Tool for Swarming" checklist item deep links to via its "Go to Feature Page" button. Valid orgValue strings are "None" , "Slack" , "Teams" . Re run Step 4's GET afterward to confirm stringValue == "Teams" . Step 6 — Report to the user Report both the service cloud swarming feature status and the SWARM COLLABORATION TOOL value, confirming "Set Teams as Collaboration Tool for Swarming" is now fully automated — enabling the feature is the prerequisite, and the org value PATCH is the actual checklist item write. Disabling (if requested) Re run Step 1 afterward to confirm. To also reset the collaboration tool selection (optional — disabling the feature does not reset it automatically): Gotchas Issue Detail "Set Teams as Collaboration Tool for Swarming" writes via SWARM COLLABORATION TOOL , not a Teams side endpoint This checklist item lives on the Swarming Go feature page itself ( /lightning/setup/page/feature/service cloud swarming/home , "Select a Collaboration Tool" dropdown) — the Teams ITSM Go page's checklist item is just a deep link to it via "Go to Feature Page." The write API is PATCH /services/data/v67.0/setup/org/values/SWARM COLLABORATION TOOL with body {"orgValue": "Teams"} — part of setup connect api 's get org value / update org value steps. Verified live: GET returned {"stringValue":"None"} before, {"stringValue":"Teams"} after PATCH . valueName must be the exact Java enum constant, not camelCase The /setup/org/values/{valueName} endpoint calls OrgValues.valueOf(valueName) directly ( Enum.valueOf ), so it requires the literal SCREAMING SNAKE CASE constant name declared in ui.services.utils.OrgValueUtil.OrgValues — e.g. SWARM COLLABORATION TOOL . CamelCase guesses like SwarmCollaborationTool or SwarmingCollaborationTool return 400 ILLEGAL QUERY PARAMETER VALUE "No enum constant ui.services.utils.OrgValueUtil.OrgValues.<guess " — that specific error confirms the endpoint/mechanism is right but the casing/name is wrong. The read only get service itsm teams collaboration app settings endpoint ( GET /connect/it service/collaboration app settings/{targetApplication} ) is unrelated to this setting — it's read only ( POST / PATCH / PUT return 405 ) and returns empty settings: [] regardless of feature state. features/status is POST only A GET with queryParams on /connect/setup/discovery/features/status returns 405 METHOD NOT ALLOWED "Allowed are POST" — always POST a JSON body with featureApiNames . swarming connect api SOR is unrelated headless 360's swarming connect api SOR is about Slack messaging within swarming conversations (post/patch/delete Slack messages, reactions, file uploads, channel/user search) — it does not configure which collaboration tool (Teams vs. Slack vs. Chatter) swarming uses. Do not confuse it with this skill's scope. Swarming requires Teams first The Go page frames "Set Teams as Collaboration Tool for Swarming" as a step within Teams ITSM setup — enable service cloud itsm teams integration (via service itsm teams configure ) before or alongside this skill. Version prefix required headless 360 dispatch / dispatch readonly do not resolve API versions — always pass the full /services/data/vXX.0/... prefix. Related Skills Skill When to use instead / alongside service itsm teams configure Enabling the base Microsoft Teams ITSM integration and Azure/Entra setup — a prerequisite for Swarming; delegates to this skill for the "Set Teams as Collaboration Tool for Swarming" checklist item Notification channel preferences Enabling the Notifications / TeamsNotifications preferences is a distinct concern from this feature (no dedicated child skill exists yet) service itsm channels coordinate Top level menu across Teams, Slack, Swarming, Notifications, Portal

service-itsm-swarming-configure