Customer support swarming is in public preview. Currently, swarm requests can be sent to 1 or more folks. How about extending the capability to send the request into a channel. Experts in the channel can accept the request to join swarm. An agent will be able to reach a broader group of SMEs within a quick time frame, which will result in faster issue closer. Also, there will be no need to completely rely on criteria such as resource availability/time Zone etc. to find the right expert.

Consideration:

• Orgs should have channels set up with dedicated experts who will be helping with swarm request.