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Exam Service-Cloud-Consultant Topic 3 Question 267 Discussion

Actual exam question for Salesforce's Service-Cloud-Consultant exam
Question #: 267
Topic #: 3
Cloud Kicks is thinking about implementing Swarming in Slack to allow multiple experts to collaborate on cases.
What is a consideration of this approach?

Suggested Answer: B Vote an answer

When using Service Cloud Swarming in Slack, one limitation is that new users added to a swarm channel cannot see historical messages that occurred before they joined. This behavior is based on Slack's privacy and data-access model.
Swarming creates a new Slack channel or thread per case, enabling collaboration across departments, but message visibility for late joiners remains restricted.
Option A is incorrect-swarm channels are private by default to protect case data.
Option C is partially true (new channels are created for issues), but it is not the key consideration Salesforce identifies for planning purposes.
Referenced Salesforce Materials:
* Salesforce Spring '24 Release Notes - Service Cloud Swarming Enhancements in Slack.
* Service Cloud Consultant Exam Guide - Service Cloud Solution Design Domain.
* Salesforce Help: "Considerations for Using Swarming with Slack."

by Dominic at Aug 26, 2026, 01:57 PM

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